Cultivating a Services-Oriented Mindset

In today's fast-paced corporate world, business support functions play a crucial role as both ‘customers’ and ‘providers’ within an organization. The key to unlocking their full potential lies in adopting a customer-focused and employee-driven approach. Drawing from my own experiences on both sides of the equation, I've identified five practices that can cultivate this service-oriented mindset:

Embrace the Outsider Perspective:

Internal support departments should emulate external providers, viewing their services as offerings that can be evaluated against potential competitors. By avoiding complacency and continuously striving to exceed expectations, these functions can solidify their indispensable role within the organization.

Integrate Consulting-like Advisory Services:

Proactivity is the cornerstone of a services-oriented mindset. Rather than merely reacting to requests, business support functions should proactively seek ways to empower their customers. By offering insightful advice and strategic guidance, these functions become invaluable partners in value creation and driving organizational success.

Empower Customers for Value Creation:

Success in service provision depends on the empowerment of customers. Whether it's the business or other support departments, ensuring they take full ownership of deliverables and possess the means to measure effectiveness is essential. This collaborative approach fosters a culture of accountability and mutual growth.

Define Clear Scope of Work and Expectations:

Just as external providers meticulously outline their services, internal business support functions must establish clear parameters. Service catalogs, Initiatives outcomes, Service Level Agreements, and robust Change Control mechanisms are vital tools in managing expectations and delivering consistent, high-quality service.

Celebrate Milestones to Foster Trust:

Acknowledging and celebrating achievements is crucial for building trust and highlighting the value of support functions. Milestone celebrations not only recognize incremental successes but also serve as opportunities to showcase the tangible impact of their contributions.

As business support functions aim to significantly enhance their value within their organization, adopting this mindset isn't just an option; it is an imperative for sustainable growth and success in today's competitive business landscape.