Service Model

To reach customer's objectives, Bizliner has defined a Service Model. The concept aims at delivering a quality of service that meet and even exceed customer's expectations.

 The Bizliner service model is based on three different components, represented in a triangle:

Structural capital

At the top of the triangle one finds the organisational components. By this, Bizliner means everything which belongs to the organisation itself and is clearly identified with it: Processes - Procedures - Systems - Structures - Infrastructure - Physical components - Etc... Bizliner is referring to this as "Structural Capital". This part contains the tools and the infrastructure that the customer has access to in tight partnership with Bizliner to reach commonly determined business objectives. This part contains also the team and project organisation as well as the management of the relationship between Bizliner and its customer. This is also the place where the customer oriented and specific procedures, business and technical services catalogue will reside.

Human Capital

At the bottom, on the left of the Bizliner Service Model triangle, there is the Consulting part. It is essentially made of consulting on site. It is not one named consultant, it is a team with very different profiles acting on site at customer premises when their specific skills are required. This team is led by a Project Manager who is maintaining the continuity of the relationship with Bizliner's customer. The Project Manager, in the framework of the objectives determined together with the customer, will allocate the necessary resources. Together with the customer Project Manager, he will explain and justify the type of skills and allocations. Bizliner is referring to this part as the "Human Capital" part.

Operational Management

At the bottom, on the right of the Bizliner Service Model triangle, one finds the "Operational Management". The Bizliner consultant working on the customer's project will come back at Bizliner to discuss the project, they are currently running, with the senior level group of consultant and staff of Bizliner. This is happenning in the back-end. The knowledge of the full team will then be ported into the project at the customer side.

Balancing activities

Bizliner represents its Service Model as a triangle, each of the three components covering one third of the surface. Thats to say that the full service provided by Bizliner is made of the same quantity of each component. That is the theory. The reality is a bit different. Bizliner is delivering each component according to the current objective and activity required by the customer project. In the same project, at differnt moment in time, the centre of gravity - which is determinedby the relative weight given by each component - will be closer to one side of the triangle. the surface remains the same, but the relative importance of the delivery of each component will change during the whole project lifecycle.