Introduction

This spreadsheet system allows you to conduct a mini Service Strategy Readiness Assessment. You may substitute your own questions should you require.
It has been developed as a starting point to highlight areas that require particular attention and to give you some idea of process maturity.
For more detailed assessment exercises you may need to employ outside consultants.

If you do employ Service Management consultants you can present the findings of this spreadsheet to help them rapidly understand some of your current issues.
This in itself is a time saving (and therefore) cost saving exercise.

This spreadsheet has been designed for 10 participants.

You could use multiple spreadsheets to do a large group or modify formulas etc.

You can use this spreadsheet as the starting point for enhancements (one suggestion is to use Pivot Tables, for even more powerful analysis).

Please note that macros may need to be enabled to use the functionality in your environment and that you may need to file in an appropriate format.
 Data entry
Below are the only valid entries for the assessment
Each person must use the drop down box and select an answer for each question for each process area.

1 Initial - processes and activities are adhoc or chaotic or undefined

2 Repeatable - basic processes and activities are established and there is a level of discipline and adherence
3 Defined - All processes and activities are defined, documented, standardised and integrated together
Managed - Processes are measured by collecting detailed data on the processes and their quality and appropriately
4 improved
5 Optimising - Continuous process improvement is adopted. Process and activities are mature

Step 1 - Enter the names of the participants here :

Participant 1
Participant 2
Participant 3
Participant 4
Participant 5
Participant 6
Participant 7
Participant 8
Participant 9
Participant 10
Step 2 - Now have each participant answer each question for each Service Strategy area, under their name.

1 The Practice of Service Management Participant 1 Participant 2

1 Service Management is clearly defined Not applicable Not applicable

2 We know what our services are Not applicable Not applicable
3 We have decided upon a strategy to serve our organisation/customers Not applicable Not applicable
4 We know which services we should offer to whom Not applicable Not applicable
5 We know how we differentiate ourselves from competing alternatives Not applicable Not applicable
6 We know how we truly create value for our organisation/customers Not applicable Not applicable
7 We know how we capture value for our stakeholders Not applicable Not applicable
8 We know how we can make a case for strategic investments Not applicable Not applicable
9 Financial management provides visibility and control over value-creation Not applicable Not applicable
10 We have defined service quality Not applicable Not applicable

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11 We know how to choose between different paths for improving service quality Not applicable Not applicable
12 We know how to efficiently allocate resources across a portfolio of services Not applicable Not applicable
13 We know how to resolve conflicting demands for shared resources Not applicable Not applicable
SCORE 0 0

2 Service Strategy Principles Participant 1 Participant 2

1 The outcomes that matter are identified and ranked in terms of organisation/customer perceptions and preferences Not applicable Not applicable
2 We know what our business is Not applicable Not applicable
3 We know who our customer is Not applicable Not applicable
4 We know what our customer values Not applicable Not applicable
5 We know who depends on our services Not applicable Not applicable
6 We know how our customers use our services Not applicable Not applicable
7 We know why our services are valuable to our customers Not applicable Not applicable
8 We know who all the participants in the service are Not applicable Not applicable
9 We know the overall patterns of exchange or transactions Not applicable Not applicable
10 We know the impacts or deliverables of each transaction on each participant Not applicable Not applicable
11 We know what the best way is to generate value Not applicable Not applicable
12 Our strategy captures a more timeless essence of our organisation’s distinctiveness instead of just the next few years Not applicable Not applicable
13 Our strategy is clear and memorable Not applicable Not applicable
14 Our strategy has the ability to promote and guide action Not applicable Not applicable
15 Our strategy sets boundaries within which people are free to experiment Not applicable Not applicable
16 Our positioning guides the organisation in making decisions between competing resources and capability investments Not applicable Not applicable
17 Our positioning help managers test the appropriateness of a particular course of action Not applicable Not applicable
18 Our positioning sets clear boundaries within which staff should and should not operate Not applicable Not applicable
19 Our positioning allows freedom to experiment within these constraints Not applicable Not applicable
SCORE 0 0

3 Service Strategy Participant 1 Participant 2

1 Our service providers have the capabilities to support business activities Not applicable Not applicable
2 We know the recurring patterns of activity in the organisation's/customer’s business Not applicable Not applicable
3 We know if our organisation/customer activity varies based on the time of the year, location, or around specific events Not applicable Not applicable
4 There are enough resources to fulfil the demand from the customer's business activity as it occurs Not applicable Not applicable
5 We are aware of potential scheduling conflicts that may lead to situations with inadequate capacity Not applicable Not applicable
6 We know if the customer’s business is subject to regulations Not applicable Not applicable
7 Our Service Providers have knowledge and experience with regulatory compliance Not applicable Not applicable
8 If services come in direct contact with the customers of customers, we have additional policies and guidelines required to handle user interactions Not applicable Not applicable
9 We know who our customers are Not applicable Not applicable

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10 We know who our customer's customers are Not applicable Not applicable
11 We know how we create value for our customers and how they create value Not applicable Not applicable
12 We know what assets we deploy to provide value Not applicable Not applicable
13 We know which assets we should invest in and which of our assets our organisation value most Not applicable Not applicable
14 Do we know how to suitably deploy our assets? Not applicable Not applicable
15 We know what services we provide, and what outcomes we support Not applicable Not applicable
16 We know what constraints our customers face Not applicable Not applicable
17 We know which customer assets we support and what assets we deploy to provide value Not applicable Not applicable
18 We know how we deploy our assets Not applicable Not applicable
19 We know who the users of our services are Not applicable Not applicable

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20 We know what type of activity we support and how we create value for them Not applicable Not applicable
21 We know how we track performance and what assurances we provide Not applicable Not applicable
22 We know our market space Not applicable Not applicable
23 We know what our market space wants Not applicable Not applicable
24 We are offering unique products/services in our market space Not applicable Not applicable
25 Our Market space is not already saturated with good solutions Not applicable Not applicable
26 We have the right portfolio of services developed for a given market space Not applicable Not applicable
27 We have the right catalogue of services offered to a given customer Not applicable Not applicable
28 Every service is designed to support the required outcomes Not applicable Not applicable
29 Every service is operated to support the required outcomes Not applicable Not applicable
30 We have the right models and structures to be a service provider Not applicable Not applicable
31 We know which of our services or service varieties are the most distinctive Not applicable Not applicable
32 There are services that the business or customer cannot easily substitute Not applicable Not applicable
33 We know which of our services or service varieties are the most profitable Not applicable Not applicable
34 We know which customers, channels or purchase occasions are the most profitable Not applicable Not applicable
35 We know what makes us special to our business or customers Not applicable Not applicable
36 We have measurements that tell us when we are successful and know when that must be achieved Not applicable Not applicable
37 We are not vulnerable to substitution Not applicable Not applicable

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38 There are means to outperform competing alternatives Not applicable Not applicable
39 We know what task or activity the service needs to carry out and what job the customer is seeking to execute Not applicable Not applicable
40 We know what outcomes the customer is attempting to obtain and what the desired outcome is Not applicable Not applicable
41 We know what constraints may prevent the customer from achieving the desired outcome, and how we can remove these constraints Not applicable Not applicable
SCORE 0 0

4 Service Economics Participant 1 Participant 2

1 Our differentiation strategy is resulting in higher profits or revenues, lower costs, or greater service adoption Not applicable Not applicable
2 The Financial Management process is defined
3 We know which services cost us the most, and why Not applicable Not applicable
4 We know our volumes and types of consumed services, and the correlating budget requirement Not applicable Not applicable
5 We know how efficient our service provisioning models are relative to alternatives Not applicable Not applicable
6 Our strategic approach to service design results in services that can be offered at a competitive market price, substantially reduced risk, or offers s Not applicable Not applicable
7 We know where our greatest service inefficiencies are Not applicable Not applicable
8 We know which functional areas represent the highest priority opportunities for us to focus on as we generate a continual service improvement stra Not applicable Not applicable
9 We know how to select On-shore, Off-shore or Near-Shore services Not applicable Not applicable
10 We have defined if we follow Cost Recovery, Value Centre or Accounting Centre principles Not applicable Not applicable
11 We know for financial management what deliverable we expect from the implementation Not applicable Not applicable
12 We know if the business or IT expects a chargeback system Not applicable Not applicable
13 There is currently a Service Catalogue implemented and awaiting pricing Not applicable Not applicable

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14 We know what our discount rates are Not applicable Not applicable
15 Service Portfolio Management is defined
16 We know why a customer should buy our services Not applicable Not applicable
17 We know why a customer should buy those services from us Not applicable Not applicable
18 We know what the pricing or chargeback models are Not applicable Not applicable
19 We know our strengths and weaknesses, priorities and risks Not applicable Not applicable
20 We know how our resources and capabilities are to be allocated Not applicable Not applicable
21 We know what the long-term goals of the service organisation are Not applicable Not applicable
22 We know services are required to meet our long term goals Not applicable Not applicable
23 We know what capabilities and resources are required for the organisation to achieve those services Not applicable Not applicable
24 We know how we will get to offer the services that are required to meet our long term goals Not applicable Not applicable
SCORE 0 0

5 Strategy and Organisation Participant 1 Participant 2

1 We have clearly defined where centralised and decentralised management takes place of our services Not applicable Not applicable
2 We know if our strategy is based on reducing costs or improving quality Not applicable Not applicable
3 We know if our organisation has adopted a product or geographic structure Not applicable Not applicable
4 We know what obstacles are anticipated for organizational change Not applicable Not applicable

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5 We have identified the Terminal and instrumental values of the organisation Not applicable Not applicable
6 We have determined whether the goals, norms and rules of our organisation are properly transmitting the value of the organizational culture to sta Not applicable Not applicable
7 We have assessed the methods we use to introduce new staff and know if these practices help newcomers learn the organizations culture Not applicable Not applicable
8 We know if extra value generated from performing an activity inside the organisation out weighs the cost of managing it. Not applicable Not applicable
9 When deciding to outsource we know if the candidate services improve the business’s resources and capabilities Not applicable Not applicable
10 When deciding to outsource we know how closely the candidate services are connected to the business's competitive and strategic resources and cNot applicable Not applicable
11 When deciding to outsource we know if the candidate services require extensive interactions between the service providers and the business's comp Not applicable Not applicable
12 When deciding to outsource we know if the customer or market space expect us to do this activity Not applicable Not applicable
13 The customer or market space will give us credit for performing an outsourcing activity exceptionally well Not applicable Not applicable
SCORE 0 0

6 Strategy to Tactics and Operations Participant 1 Participant 2

1 We get input from service transition on what the implications are with each strategic choice in terms of costs, time, and risks Not applicable Not applicable
2 Regarding our strategic options we know under what scenarios one path is preferable over the other Not applicable Not applicable
3 Regarding our strategic options we know what the likelihoods are of those scenarios Not applicable Not applicable
4 Regarding our strategic options we know if existing assets can support a transition path Not applicable Not applicable
5 Regarding our strategic options we know if there are contingency plans to contain the adverse impact changes Not applicable Not applicable
6 Regarding our strategic options we know if a particular change can be implemented fast enough to support the strategy Not applicable Not applicable
SCORE 0 0

7 Technology and Strategy Participant 1 Participant 2

1 We have service analytics in place to understand how incidents affect services, how the business is impacted and how we respond Not applicable Not applicable
2 Our customer encounters are designed considering if customer employees are technical or non-technical Not applicable Not applicable
3 We know what the implications are in customer interactions of the technology encounter to the customer Not applicable Not applicable
4 With customer encounters we know what the customer expectations and perceptions are Not applicable Not applicable
5 We know how we agree on the definition of service levels with respect to a given level of user satisfaction Not applicable Not applicable
6 We know how much a customer should agree to pay for a given service level Not applicable Not applicable
7 We know what a reasonable timeframe is for a service request to be approved Not applicable Not applicable
8 We know what service levels we can impose on an internal function or service group Not applicable Not applicable
9 We know how multiple service providers cooperate as an alliance in serving a common customer Not applicable Not applicable
10 We know what the delay and the business impact is on the supply chain due to an IT problem Not applicable Not applicable
11 We know how long it takes to process procurement orders, and where the worst delays are Not applicable Not applicable
12 We know when more than a substantial amount of orders is waiting to go through the distribution systems Not applicable Not applicable
13 We know how to ensure good returns from investments made in service assets Not applicable Not applicable
14 We know how to find new opportunities for our assets to be deployed in service of new customers Not applicable Not applicable
SCORE 0 0

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Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

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Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0 0 0 0 0 0 0 0 0

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0 0 0 0 0 0 0 0 0

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

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Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

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Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

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Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0 0 0 0 0 0 0 0 0

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

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Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0 0 0 0 0 0 0 0 0

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

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Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0 0 0 0 0 0 0 0 0

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0 0 0 0 0 0 0 0 0

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0 0 0 0 0 0 0 0 0

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 randomscores

1
1

Page 16
randomscores

Page 17
randomscores

Page 18
Questionnaire Results
Managed -
Processes are
measured by
Repeatable - basic Defined - All collecting detailed Optimising -
processes and processes and data on the Continuous process

Service Strategy Area Initial - processes activities are

and activities are established and there
activities are defined,
documented,
processes and their
quality and
improvement is
adopted. Process

responses all participants adhoc or chaotic or is a level of discipline

undefined and adherence
standardised and
integrated together
appropriately
improved
and activities are
mature Nbr of Responses

The Practice of Service Management 0 0 0 0 0 0

Service Strategy Principles 0 0 0 0 0 0
Service Strategy 0 0 0 0 0 0
Service Economics 0 0 0 0 0 0
Strategy and Organisation 0 0 0 0 0 0
Strategy to Tactics and Operations 0 0 0 0 0 0
Technology and Strategy 0 0 0 0 0 0

Service Strategy Average

score all participants, all
questions Average Score SPECIAL NOTE: The use of the AVERAGE as a statistical measurement has some inherent weaknesses.
The Average takes into account the extreme values. Use the MODE function to get a representative value of what most participants answered.
The Practice of Service Management 0
Service Strategy Principles 0
Service Strategy 0
Service Economics 0
Strategy and Organisation 0
Strategy to Tactics and Operations 0
Technology and Strategy 0

Strategy to The Practice Service

Service Service Strategy and Tactics and Technology of Service Strategy
Participant Strategy Economics Organisation Operations and Strategy Management Principles
Participant 1 0 0 0 0 0 0 0
Participant 2 0 0 0 0 0 0 0
Participant 3 0 0 0 0 0 0 0
Participant 4 0 0 0 0 0 0 0
Participant 5 0 0 0 0 0 0 0
Participant 6 0 0 0 0 0 0 0
Participant 7 0 0 0 0 0 0 0
Participant 8 0 0 0 0 0 0 0
Participant 9 0 0 0 0 0 0 0
Participant 10 0 0 0 0 0 0 0
 Average Service Strategy Readiness Score - all participants, all questions

The Practice of Service Management

Technology and Strategy 1 Service Strategy Principles

0.5
0
Average Score
Strategy to Tactics and Operations Service Strategy

Strategy and Organisation Service Economics

 Summary of all Responses per Service Strategy area

Optimising - Continuous
process improvement is
adopted. Process and
nt e s y cs on s y activities are mature
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Average score per process
Participant View
1

0.9

0.8

0.7 Service Strategy

0.6 Service Economics

0.5 Strategy and Organisation

0.4 Strategy to Tactics and Operations

0.3 Technology and Strategy

0.2
The Practice of Service
Management
0.1
Service Strategy Principles
0
1 2 3 4 5 6 7 8 9 0
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