Effective Planning in Service
The crucial role of a Service Planner/Coordinator in the daily service process demands an employee with a specific profile.
Planners face a hectic pace: juggling many different priorities, constantly managing different variables to assemble all the ‘puzzle pieces’, frequently interacting with various people inside their own organisation and beyond, and making a wide range of choices, often in rapid succession. And in the background, they constantly have to ask themselves: “How will this affect the customer, organisation, employee, etc.?”
And this limited description only covers some of the many facets that make the planner’s role so challenging and intense. The tension between capacity and workload is tested daily in this role. As a result, the planner’s role is incredibly demanding, both mentally and physically. Many struggle to find a good, healthy balance between being constantly ‘switched on’ because the process demands it, and completely ‘switching off’ so they can sustain that keen focus.
How can planners maintain fun, satisfaction and quality at work when:
- the work is never really done
- the meticulously completed puzzle can be completely shuffled with just 1 phone call
- the day almost always turns out differently than expected (or hoped)
- everyone has a million questions and demands for you, and it’s not always possible to keep everyone happy and satisfied
This requires an exceptional set of motivators and competences – and the ability to maintain a healthy balance between capacity and workload.
All these facets are covered extensively in the Effective Planning in Service programme.
Would you like to know more?
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