When service providers are told that the service they are providing is about to be redesigned, it is a common response for service providers to become fearful, weary, cynical and even angry.

This is why when it comes to implementing service redesign, how the customer service changes are implemented is as important as what is done.

Implementing service redesign is more likely to be successful if four practical issues are taken into account.

These service change issues are:

• Leadership style.
• Organisational context.
• The stages of service redesign:
  • Build the case for change.
  • Clarify what exactly needs to change.
  • Communicate involve, innovate and inspire.
  • Measure, measure and measure.
• Consolidating the new arrangements.