SCOPE OF WORK
EMPLOYEE EXPERIENCE CLARIFICATION
The delivery of an employee service or product is something you need as part of your work life. It can be questions to your salary statement, a new laptop, an application provided to register your vacation or assistance with hiring a new colleague. Tangible, intangible, or a combination. The concept of assisting colleagues and employees during their workday is often referred to as Enterprise Service Management, or in a more modern lingo, Employee Service Management.
An employee will engage through some sort of engagement channel to acquire this product, whether it is through a mobile application, personal encounter or through a portal. The way the employee is experiencing all the Touch Points before, during and after the product is delivered, is what can be referred to as Interaction or Friction.
In the context of a service, the consumption will take place as part of the interaction if you receive an answer or use an application for time registration. But you may have to engage several times, before the Service is available, and that is the reason why it is important to look at the whole delivery mechanism behind a Product/Service. We refer to this delivery mechanism as the Operating Model behind each product and service consumed by the employees.
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