0. Why – business philosophy, strategy & drivers

Clarify the business case, strategy and model so the services you design make sense economically and operationally.

1. Initiation – getting started

Set up the foundations: locations, hiring, infrastructure, core systems and initial processes.

2. Technology – tools that support people and processes

Select and shape the tools: support platforms, call logging, telephony, call routing and multi‑channel support.

3. People – your teams, vendors and partners

Build and sustain effective teams and supplier relationships:

Clear goals and regular appraisals

Compensation, incentives and rewards that drive the right behaviours

Rosters, career paths, succession and knowledge management

Training, team dynamics and internal communication

4. Customer – the people you serve

Understand and manage customer relationships:

Segmentation and key account focus

Onboarding, communications and satisfaction measurement

Escalations, “intensive care” for at‑risk customers, and reference programs

5. Finance – making the numbers work

Ensure services make commercial sense:

Billing, renewals and retention

Budgeting and forecasting

New offerings, support models and contracts

Multi‑vendor and alliance management

6. Operations – how work actually flows

Design and run the day‑to‑day engine:

Reporting, KPIs and scorecards

Capacity planning and critical incident handling

Service delivery, third‑level/offshore support and readiness for new products and releases

7. Excellence – taking operations to the next level

Lift performance in a structured way:

Customer satisfaction measurement and benchmarking

ITIL, Lean and ISO 20000

Frameworks and standards applied in ways that fit your organisation

8. Mergers, acquisitions, exit – completing the life cycle

Support through major structural change:

Integrating or separating operations during mergers, acquisitions, divestitures and spin‑offs

Preparing services and teams for exit or transition

You don’t need to “use the whole model” at once – we start where the pain is, then work outwards if needed.