serviceoptimering
Serviceoptimering is the systematic process of improving the efficiency and effectiveness of service delivery by optimizing how services are designed, produced, and consumed. The goal is to maximize value for customers while reducing waste, cost, and variability across the service chain. It combines process optimization with organizational, technological, and governance changes.
The field covers many sectors, including information technology services, customer support, logistics, healthcare, retail, and hospitality.
Techniques and tools include bottleneck analysis, standard operating procedures, automation and workflow orchestration, self-service options, staffing
Key performance indicators include customer satisfaction and loyalty measures (CSAT, NPS), customer effort score, cycle time,
Implementation is typically iterative and cross-functional, requiring change management, data governance, and stakeholder alignment. Common steps