CSM Strategic Planning & Business Analysis Flashcards

What is the primary purpose of business continuity planning (BCP) for a service department?

Answer: To ensure service operations can continue during and after a disruptive event

Business continuity planning ensures that critical service operations can continue or quickly recover when disruptions such as outages or disasters occur.

What does 'Voice of the Customer' (VoC) data help service managers do?

Answer: Understand customer needs, expectations, and pain points to guide service strategy

Voice of the Customer data captures customer feedback and insights, helping managers align service strategy with actual customer needs and expectations.

Which strategic analysis tool uses five forces to assess the competitive environment of a service business?

Answer: Porter's Five Forces

Porter's Five Forces analyzes competitive rivalry, supplier power, buyer power, threat of substitutes, and threat of new entrants to assess industry competitiveness.

What is the role of a service charter in strategic planning?

Answer: To define the service department's mission, values, commitments, and standards

A service charter publicly communicates the service department's mission, core values, customer commitments, and service standards.

What is 'scenario planning' used for in service management strategy?

Answer: Preparing for multiple possible future situations to build organizational resilience

Scenario planning develops strategies for multiple plausible future situations, helping organizations remain resilient and adaptable to change.

What does 'strategic alignment' mean in service management?

Answer: Ensuring service department goals directly support the overall business strategy

Strategic alignment ensures that the service department's objectives, resources, and activities directly support the broader organizational strategy.