02 — Capability · BC-630.50
Service Operations Delivery
For organizations whose output is a delivered service rather than a product, run the recurring operation — crews, shifts, routes, cases — against the same discipline of schedule, execution and measurement.
- Field Operations
- Service Fulfillment Operations
In scope
- Crew and shift scheduling
- Work execution and completion recording
- Service output and productivity measures
Out of scope
- Designing the service itself (see BC-560)
- Customer-facing service desk (see BC-450)
Decomposes into · 3
- BC-630.50.10Workforce & Crew SchedulingAssign people with the right skills to the work and locations of the day, within hours and safety rules.
- BC-630.50.20Service Work ExecutionCarry out the service to its defined standard and capture completion, exceptions and consumables at the point of delivery.
- BC-630.50.30Service Productivity MeasurementMeasure jobs completed, time per job and first-time completion so capacity and staffing decisions rest on actuals.