R. McAnally & Associates, LLC (RMA) offers consulting services assisting companies in defining and optimizing their customer service proposition.  There is growing industry awareness that a vendor’s customer service proposition is a critical market differentiator for customers who are looking to maximize their business expenditures. 

RMA has an established track record for assisting and guiding companies in building comprehensive, integrated, customer-centric service propositions. Fee-based services are provided in three related disciplines: Service Strategy Planning, Service Systems Optimization and Service Programs Management.

Service Strategy Planning targets the definition and evolution of a market-leading Customer Service Vision. RMA works with key stakeholders within your organization to deliver capability and requirements analyses, program planning, budget identification and approval, and on-going program oversight and assistance in support of this Vision.  This Customer Service Vision is primarily intended to: Service Systems Optimization is focused to help you analyze, expand, integrate and package multiple, customer-facing services, particularly when those services are geographically or organizationally dispersed, or are being inefficiently delivered.

Our goal is to help your organization transform your customer-facing services into a compelling service proposition.  We target the refinement, integration and packaging of multiple, customer-facing services, particularly when those services are geographically or organizationally dispersed.  This is accomplished by facilitating a thorough review of all services (not just ‘for-fee’) currently provided to your customer base and successfully integrating and bundling them into a consistent, market-leading suite of professional services, also known as Services Packages. 

RMA, if requested, incorporates exhaustive Service Cost Modeling to insure full identification and allocation of appropriate pre- and post-sale costs and the delivery of target margins and customer expectations.  Additional consultation may also identify specific cost-savings opportunities available through outsourcing of appropriate services, either in-country or offshore.

The benefits realized from Service Systems Optimization include: Service Programs Management focuses on working with you providing guidance and direction in the planning and execution of tightly focused or broad-scoped programs within your product development or service delivery organizations.

Effective project management methodologies must provide a consistent, inclusive approach for gathering and prioritizing stakeholder requirements; as well, many current program or project planning processes must provide for ongoing systems or program “stewardship” to assure continued optimization of newly commissioned systems.  RMA's Service Programs Management addresses these requirements by going beyond current, best-practice, project management methodology and providing guidance and direction, both in the up-front planning and the ongoing execution of broad-scope, service-related programs within your operations. 

RMA utilizes key components of our proprietary Service Planning Methodology©, to assure that all your program planning and development activities effectively deliver relevant functionality to targeted stakeholders.  This Methodology clearly defines the processes and workflows to be applied during the planning, development, release, and operations of systems and programs, to deliver improved capability and effectiveness. 

Program categories that are eligible for Service Programs Management include:

The benefits realized from Service Programs Management include: