Tm Nas Value Chain

When thinking of improvements to our value chain, there are a few major outputs we might look for such as cost savings, an increased level of customer service, and an increased level of customer satisfaction. These results can be achieved a number of ways, but they similarly are usually derived from crucial areas in an organization’s value chain. When looking at TMNAS, I would like to offer a few improvements that I believe would help achieve some of the desired outputs previously mentioned. To start, I think that there should be an enterprise wide emphasis on employing service level agreements (SLA’s) to as many, if not all, services provided to our customers as possible. At the current stage, there is obviously a high expectation of customer

One way is less formal and basically comes from an overall feeling of our customer’s management level stakeholders, and another way is employee surveying at all levels. A lot of times this data can be abstract, and not based on much as customer service may more difficult to quantify than say performance. I think that SLA’s will help in quantifying the customer service level, and I think it would be valuable to be able to quantify this as our relationship hinges on customer service and performance. So as an example lets outline the process of a computer repair with an SLA, an IT responsibility that happens regularly, and look at how just employing an SLA would benefit our customer service rating. Let us assume that the expectation is set that upon TMNAS IT receiving a computer repair request that someone will reach out to the employee within one hour of the request, the issue will be fixed the same day, and a follow up will occur the following business day. This can be outlined and agreed upon by TMNAS management and our customer’s management, and stated that this timeline must be met at least 97% of the

This area is procurement within the accounting department, which is often thought of as a support area for the value chain. I have taken a look at this possibility earlier in the semester, but the improvement would be to create a strategy for cost savings around multi-company purchasing and contracts. As a services company, a big goal from our value chain is saving our customers money wherever possible. What I mean by multi-company purchasing is this. If we look at IT specifically, we support several insurance companies’ infrastructure, software, hardware, and so on to give them the ability to operate soundly. I’ve noticed two things during my time at TMNAS that gives me reason to suggest this as an improvement to our value chain. The first thing is that we often purchase software for one customer that another customer needs later or could use and benefit from just the same. The second thing is we often deploy IT projects for one customer and perform the same deliverable to another customer after depending on need. My thinking is simple and is around saving money for customers by purchasing more at once to take advantage of large savings. This has been done in the past, and savings are very significant, but I think we can further this process in order to take advantage of greater savings. As an example,