Service projects CBA

Sandeep Rao Sydney, Australia

I define a service project as one that is "primarily" executed to enhance service to clients or business partners. A good example is offering online access to account details for investment clients.

While this "might" result in some efficiency gains, usually the benefits of such projects are difficult to quantify. There could be increased business as clients / potential clients like this convenience, but it is hard to tie back the increase in revenue to this initiative alone

Therefore, how do you ensure the CBA of such "service projects" stack up? Usually the cost is far more than tangible benefits, but there are other reasons why it makes sense.

Posted: Jan 21, 2009 10:01 PM

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Service projects CBA

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