World Class Service Delivery

Kanthi Basnayake Management Consultant

Myth or Facts?
What companies/organizations come to mind when you think of world-class service?

What is World-Class Service?

What establishments do you patronize whose service exceeds your expectations on a continual basis?

Do you provide world-class service?



Todays business environment is becoming increasingly complex and competitive due: Globalization, new technology, increasing product proliferation, brand erosion, market segmentation, consumer skepticism and time poverty, rendering traditional business plans obsolete.

World Class Service Organizations?/Concepts/System/ Technologies?



Organizations/World
General Electric, Microsoft, British Airways, HewlettPackard, Coca-Cola and Disney .

Sri Lanka?

Heres the point:



Companies should understand the difference between the product the commodity or service being delivered and the process the method by which that product is delivered. Your reputation in your field may be created more by the customer experience you deliver, than the product or service you sell.

Is it necessary to be a world class service organization?

 

   

Yes/No? Increasingly sophisticated clients Market globalization Evolving technology Intense competition Emergence of Modularization of business process.

SO, HOW CAN YOU STAND OUT FROM A SEA OF COMPETITORS PROMOTING SIMILAR OFFERINGS? become known as THE COMPANY in your field that provides world-class service?

Concepts/Systems and Technologies?

     

 

Leadership Organizational culture Customer Service Six Sigma Emotional Intelligence Human Resource Management Information Technology Any other??

The Big Picture

Key performance divers
Leadership Competencies Processes

World Class Organization

Customer Service

Human Metrics Quality work life Self awareness skills Self motivation skills Quality

Processes Growth in sales Growth in profits Technology innovation Process development Process Adaptation

Customer Service Product/service Service delivery Service experience Organizational culture Service personal

Principles of a world class organization

Inspire the Spirit of Man. To Create a World. Of Dignity. Peace and Joy

Bench marking for a World Class Service Organization

Leadership's insights Customer's loyalty Managements execution

Leadership PPT

Qualities of WC Leaders


The top ten qualities identified by David Hakala of HR world.

Vision Integrity Dedication Magnanimity Humility


Openness Creativity Fairness Assertiveness Sense of Humor

http://www.ted.com/talks/steve _jobs_how_to_live_before_you _die.html

Nine emerging leadership strategies lead to world-class recognition.



good communication (Clutterback 2002).

Strategy for communication Good leadership is mostly Strategy to build integrity and trust A leadership

strategy to build and maintain integrity must be a part of the foundation. Trust is described as the foundation for the four cornerstones of moral leadership (Clawson, 2002).

Strategy for creating relationships Relationships

must be built for customers, employees and staff, your community, suppliers, peers and competitors.

to challenge the status quo, identify opportunities for improvement and implement change to achieve ever higher performance.

Strategy for change The role of the world-class leader is

Strategy for teamwork Teamwork is a strategy that can increase

a leaders effectiveness, improve the morale and productivity, and harness the skills of the organizations members.

consistently pass on their strengths are meaningfully increasing the overall intellectual capital of the organization.

Strategy to grow leaders to produce champions Leaders who

Organizational culture can prove to provide a competitive advantage giving all the members a common basis for understanding, interacting, and growing.

Strategy for building a world-class organizational culture

line. The leader has his eyes on the horizon (Parker 2001).

Strategy for risk-taking The manager has his eyes on the bottom Strategy for creating and implementing a shared vision

Bench marking for a world class service organization

Leadership's insights

Customer's loyalty

Managements execution

Customer Service
Customer Service will become the primary added-value function in every business. Human involvement in service will shift from routine, low value tasks to high value, personal consultancy on important issues, problems or desires for the customer

- Bill Gates - from Business @ the speed of thought

Our scenario for the future



Customer Service continues up/into the boardroom agenda More organisations begin to build their business forward from the customer As acceptable service levels become more widespread, ambitions for world-class service accelerate (fuelled by customer demand if nothing else) Cost-cutting becomes less controlling in the design of service strategies and processes

Our scenario for the future

Government puts pressure (on all sectors) to improve service standards and performance Theyre only puttin in a nickel, but they want a dollar song Customers want service functionality plus emotional empathy (The Customer Experience) Customers compare you with the best not just in your sector, but the best anywhere Service excellence (not adequacy) defines the High Performance Working (HPW) culture

    

How it works The Elements

    

Criterion 1: Customer Insight Criterion 2: The culture of the organisation Criterion 3: Information and Access Criterion 4: Delivery Criterion 5: Timeliness and Quality of Service

ICS Model for World-Class Customer Service

World Class Customer Service Reputation Performance Growth Profitability Trust

Six Simple Actions..



Each coupled with systems and strategies to improve (with training), it can result in immediate and transformational changes in your business.

1. 2. 3. 4. 5. 6.

How well you listen What you say How you say it What you do How you do it When you do

Bench marking for a world class service organization

Leadership's insights Customer's loyalty Managements execution

World Class standards?

Characteristics of Successful Service Delivery Innovation



     

Organizations that excel at service delivery innovation demonstrate the six key characteristics: A networked organization Flexible workflows Global sourcing Client and supplier collaboration Continuous innovation Enabling technology

BENEFITS OF SERVICE DELIVERY INNOVATION

    

Greater differentiation in the marketplace Increased client loyalty Increased speed to market Improved resource utilization Lower compliance risk

ISO 9000


ISO 9000 standards are used by the European Community to provide a universal structure for quality assurance. The standards help companies maintain competitive edge, increase productivity, enhance the quality of products and services, cut costs, standardize production processes and improve customer satisfaction.

Latest ISO Standards: 27048:2011



A new ISO standard will help optimize individual monitoring and protection of workers exposed to radiation. It will also provide the technical basis for reinforcing regulation in this field worldwide. The application of ISO 27048:2011, Radiation protection Dose assessment for the monitoring of workers for internal radiation exposure, will contribute to more reliable and consistent results when measuring internal doses of radioactive substances.

International organization for standardization ISO

What is Six Sigma ?

Based on teachings of Dr. Walter Shewhart, Dr. W. E. Deming & Dr. J. Juran.

Process Control; Plan Do Check Act; Common and Special Causes; Improvement can be done project by project Statistical tools Hawthorne Plant Experiences

Developed by Bill Smith at Motorola in 1980s

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W
Sigma is a letter in the Greek Alphabet

What Is Six Sigma?

Degree of variation; Level of performance in terms of defects; Statistical measurement of process capability; Benchmark for comparison; Process improvement methodology; It is a Goal; Strategy for change; A commitment to customers to achieve an acceptable level of performance

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Six Sigma Definitions

Business Definition  A break through strategy to significantly improve customer satisfaction and shareholder value by reducing variability in every aspect of business. Technical Definition  A statistical term signifying 3.4 defects per million opportunities.

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Who is Implementing Six Sigma



At least 25% of the fortune 200 claim to have a serious six sigma program - Michael Hammer. Financial - Bank of America, GE Capital, Electronics - Allied Signal, Samsung, Sony Chemicals - Dupont, Dow Chemicals Manufacturing - GE Plastics, Johnson and Johnson, Motorola, Nokia, Microsoft, Ford. Airline - Singapore, Lufthansa, Bombardier And hundreds of others in Americas, Europe, Sub Continent.
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Six Sigma Results

Company General Electric JP Morgan Chase Motorola Johnson & Johnson Honeywell Annual Savings $2.0+ billion *$1.5 billion (*since inception in 1998) $ 16 billion (*since inception in 1980s) $500 million $600 million

Six Sigma Savings as % of revenue vary from 1.2 to 4.5 % For $ 30 million/yr sales Savings potential $ 360,000 to $ 1.35 million. Investment: salary of in house experts, training, process redesign.
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Information Technology
Catching Stars

Information Technology
Information technology is not the solution to eGovernment s problems. However, effectively implemented information technology with good governance and architecture can support and speed up the achievement of development objectives with the broadest benefits for society.

Personalize Rewards and Recognition Be Present Mantle / Belief / Feel Catch people doing things right - MBWA Just-inJust-in-time Service and Mass Customization Keep Drinking the Kool-Aid Kool-Aid Borrow (Steal) from the Best Exceed each customers expectations (wow)

Enjoying the Moment : Change Management Change

"Change is the law of life. And those who look only to the past or present are certain to miss the future. - John F. Kennedy

"Every act of creation is first of all an act of destruction. - Picasso

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Vision of World Class Public Services



Ministry of Public Administration sets out a vision of world class public services achieved by:  empowering citizens;  enhancing professionalism; and  government playing a more strategic role
New professionalism

Citizen empowerment

Excellence and Fairness

Strategic leadership

The delivery of world class service is currently being promoted through the implementation of Citizen /Customer Charter to all public institutes.

Citizen empowerment greater power to people to control services New professionalism professionals and front line staff across all public services responding to the needs of the public and being accountable to them Strategic leadership setting a clear vision, not micromanaging