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Service Design & Operations

Service design and operations that are tailored to customer needs—balancing quality, cost and revenue objectives—jump-start a virtuous cycle of increased employee satisfaction, improved service quality and higher customer loyalty. We combine creative design capabilities with an analytical approach to understand employee behavior and customer experiences to positively impact the top and bottom line.

What We Do

We work with organizations across all industries to help them deliver superior customer experiences through innovative service design and productivity improvements across both digital and physical environments. Our analytical strength forms the foundation of our work. Our design capabilities then allow clients to prototype and refine key design and operational requirements, helping to validate functionality and performance levels and enable scale deployment. We specialize in designing and developing efficient and effective customer service operations that support customer acquisition, retention, cost management and profitability.

We have successfully completed hundreds of service design and operations projects within and across every major service domain, including bank branches, retail stores, field service operations, service center networks, contact centers and self-service channels. Our efforts have helped clients solve a multitude of service-related problems, including: reducing unnecessary work volumes, improving first time rates, placing the right person with the right job, re-shaping capacity requirements, developing staffing models, radically redesigning for fast and flawless episodes, and more.

Our teams develop practical recommendations that deliver sustained results through our best-in-class analytical rigor, design capabilities and a broad set of tools, including experience and work design, supply and demand management, performance-based capacity management and our proprietary High Velocity Performance System®. The High Velocity Performance System unleashes the discretionary effort of people throughout an organization by combining lean principles, behavioral science methods and digital technologies that allow key indicators and customer feedback to quickly reach the frontline. This effort results in a triple play of improvements: engaged employees are more motivated to devise better ways to do their jobs and create better experiences for customers, which in turn increases customer advocacy, reduces waste and improves overall business economics.

Our focus on the customer is a hallmark of our approach to service design and operations and a key element of Bain’s identity, given our experience with the Net Promoter SystemSM and customer loyalty. Our approach is uniquely grounded in behavioral science supplemented by a growing design capability. Our recommendations are developed with value, growth and repeatability in mind, such that our clients’ teams can deliver to customers again and again on a large scale.

Recognizing that each company’s service design and operations needs and goals are unique, our work begins with a careful review of our clients’ capabilities and current performance as well as their design objectives. With a clear point of departure, we collaborate with our clients to design, develop and deliver optimal service operations, focusing on key aspects such as deep, ethnographic understanding of customers and performers, designing end-to-end service episodes, service infrastructure, organizational accountability and key enablers for large-scale deployment. Our endeavor with service design is to make it easy for customers and performers to do the right thing and hard to do the wrong thing.

Our approach to the proprietary High Velocity Performance System—which supports our work and helps our clients achieve rapid, reliable and repeatable performance improvements—starts with clarity of purpose. It hinges on identifying and reinforcing what matters, not just what is easy to measure. To do that, we combine the best of three elements:

  • Lean principles to identify the sources of value and eliminate sources of waste.
  • Behavioral science techniques that make it easy and fulfilling for people to do the right things.
  • Applied digital technologies and advanced analytics, such as sensors, GPS tracking and real-time data processing, to implement process improvements and behavioral change on a large scale.

 

Client Results

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We help global leaders with their organization's most critical issues and opportunities. Together, we create enduring change and results.