Establish KPIs and CSFs as part of the service transformation justification to act as the quantification for what will be achieved.
Plan to achieve 15 per cent service quality improvement per annum as a means of assessing how long a transformation initiative should take.
Assign a change manager to deliver the programme rather than expect one of the current team to do the job alongside their existing role.
Expect to allocate up to 5 per cent of the programme cost to maintain what has been achieved and to invest in continual service quality improvement.
Use industry awards and accreditations to maintain awareness of progress against the market and to establish management credibility.