Tools

Service Operations

Service Offerings & Tools and Methodologies

Many leading organizations choose Deloitte because of our deep understanding of their sectors, market forces and the regulatory environment that can shape their strategies and operating models.

How Deloitte can help - Service Operations Excellence

Forward-thinking executives are creating new strategies to help grow and diversify revenue in new or expanded markets. They are rethinking how they can serve their customers, offer new products, help to reduce costs and improve efficiencies while complying with new mandates that increase their accountabilities. For them, mere compliance may not be enough as they look for ways to innovate and expand pockets of opportunity.

Many leading organizations choose Deloitte because of our deep understanding of their sectors, market forces and the regulatory environment that can shape their strategies and operating models.

Our services include

Bottom-line Benefits
  • Business model strategy
  • Margin improvement
  • Radical cost reduction
  • Cost reduction
  • Revenue enhancement
  • Consolidation and integration
  • Shared services
  • Performance improvement (program and back office)
  • Claims cost containment
  • Performance benchmarking
  • Policy administration

We help our clients generate benefits such as:

  • Flexibility to address future business needs and evolving customer requirements
  • Enhanced customer experience and competitive position
  • Reduction of operational inefficiencies
  • Reduction of administrative costs
  • Improve profitability
  • Cut operating expenses
  • Lower underwriting loss ratio
  • Reduce claims costs through improved claims management
  • Improve system reliability and correctness/capability
  • Increase ability to adapt to changing customer needs

Service Operations tools and methodologies

Industry Benchmarking Tool

  • A modular tool used to relate a client’s current performance to an industry average and a best practice value
  • Has a user-friendly interface which makes updating, adding, or removing metrics simple
  • Is currently configured for the health plan industry, but can be used for any benchmarking process after making the necessary modification

Omnichannel Merchandising Tools

  • Merchandising Maturity Model is a proprietary maturity model used to benchmark merchandising processes against industry leading practices. Using this tool, Deloitte can quickly assess process gaps against industry leading practices
  • IndustryPrintTM for Retail outlines leading practices including detailed process models, flows and activities

Customer Experience & Store Operations Tools

  • Service Excellence Program brings the brand to life through delivering the desired customer experience, including training on core selling behaviors and the coach approach to reinforce expectations
  • Centers of Excellence is a three step pilot and implementation model used across multiple retail formats to develop and prove Store Operating Model, transfer ownership to Field leaders, and to train and roll-out

Global Expansion Framework

  • Global Expansion Framework outlines a four phase, end-to-end process for domestic and international growth/expansion
  • Includes the development of an entry/expansion strategy, a robust operating model, and identifies the key decision/factors to be considered in each phase