Managed Service Team Excellence Award
New for 2008, this unique award has been introduced in recognition of the rising number of excellent IT service and support desks operated by, or in conjunction with, Managed Service providers. |
| This award will be presented to the managed service team that demonstrates the seamless delivery of an exceptional and effective support service for their customer. |
Judging criteria
The judges will be assessing the quality of the support centre for each of the following areas, based on the EFQM industry best practice model: |
Leadership - 10%
Leaders guide organisations, inspire and motivate their people. Demonstrate how you drive the importance of IT service and support at a senior business level for your clients whilst providing clear business goals for the service team. |
Policy and strategy - 10%
The mission, vision, goals and objectives of the managed support functions you provide must clearly support and help achieve the stated goals for the businesses you support. Demonstrate how your policies and strategies translate your clients’ purposes and objectives into plans that are acted upon, measured and revised as required to achieve desired results. |
People management - 10%
The key responsibility of support management is to create an environment that motivates people to perform at their peak. Staff roles, responsibilities and support processes must be well documented. The support staff must have and maintain the required skills to respond effectively to customer help requests. Meaningful performance feedback, peer and management recognition, strong communication and opportunities for professional growth are proven motivators and should be evidenced. |
Resources - 10%
The support operation must have access to the resources and tools necessary to achieve your clients’ objectives. These may be infrastructure-related or support specific. They include financial and human resources, physical facilities, communications infrastructure and processes, specialised organisational knowledge, hardware and software tools. |
Process - 15%
The establishment of clear processes for the support function shows successful leadership. Processes –such as call logging and tracking, escalation procedures, performance measurement, quality improvement, effective knowledge capture and distribution, information management and communication, problem/change and service level management - must be well defined, measurable, documented, communicated and understood by your team to enable successful support of your clients. |
People satisfaction - 15%
The satisfaction of the people in your organisation will influence your company’s and your clients’ success. Excellent organisations create environments that inspire and motivate their people to perform at their peak.
 Staff roles, responsibilities and support processes should be well documented. Service staff must have and maintain the required skills to respond effectively to customer help requests
Meaningful performance feedback, peer and management recognition, strong communication and opportunities for professional growth are proven motivators and should be evidenced
Your team must be well motivated, understand why their job is important, receive satisfaction from their work, and feel supported and valued by management
Measurement or monitoring of key factors like absence and turnover, attitude and enthusiasm should exist.
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Performance results - 10%
Performance results are the measured achievements against an organisation’s goals. Measurement processes must be objective, reliable and realistic. Results must be clearly communicated to the appropriate audiences. Performance objectives and results must either be achieved, or the reasons for any variance must be clearly understood and appropriate actions taken to achieve the standard or revise it. |
Customer Relationship Management and Customer Satisfaction– 20%
Your application should also include clear evidence of proactive account management with customers. As part of the judging process we will follow up with a selection of your customers. Your demonstration of account management should also include demonstration of the following:
A formal process for customer engagement and service introduction, including project management and service definition
A structured approach to regular customer meetings and reporting
Clearly defined ownership of operational and commercial roles
Tangible evidence of a practical commitment to quality improvement for customers, for example by reducing incidents
Documentation showing implementation of value-based performance reporting. Reporting should be multi-layered to include operational and business-level reporting clearly indicating how you deliver value for money as well as operational excellence.
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| You should write at least 200 words - and no more than 500 - for each of the judging criteria and, where possible, provide supporting evidence such as customer newsletters, advertising, performance data, testimonials and any other material that demonstrates your achievement of service excellence. |
| Download criteria in pdf format |
