World Class Service Delivery2

8/7/2019 World Class Service Delivery2

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World Class

Service Delivery Kanthi Basnayake

ManagementConsultant



Do you provide world-class

service?

Today¶s business environment is becomingincreasingly complex and competitive due:

Globalization, new technology, increasingproduct proliferation, brand erosion, market

segmentation, consumer skepticism and timepoverty, rendering traditional business plansobsolete.



What is World-Class Service?

What companies come to mind when youthink of world-class service?

What establishments do you patronize whoseservice exceeds your expectations on acontinual basis?



World Class Service

Organizations?/Concepts/System/Technologies?

Organizations/World

General Electric, Microsoft,British Airways, Hewlett-Packard, Coca-Cola andDisney .

Sri Lanka?



Concepts/Systems and Technologies?

Leadership

Organizational culture

Customer Service

Six Sigma

Emotional Intelligence

Human Resource

Management Information Technology

Any other??



Here·s the point:

Companies should understand the differencebetween ³the product´ ± the commodity or service being delivered ± and ³the process´ ±the method by which that product isdelivered.

Your reputation in your field may be createdmore 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 OFFER INGS?

become known as THE COMPANY in your field

that provides world-class service?



The Big PictureWorld Class

Organization

Key performance divers

LeadershipCompetencies

Human Metrics

�Quality work life�Self awareness skills�Self motivation skills

�Quality

Processes

�Processes

�Growth in sales�Growth in profits�Technology innovation�Process development

�Process Adaptation

Customer Service

Product/serviceService delivery

Service experienceOrganizational culture

Service personal

Customer Service



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

Leadership PPT

Management¶s

execution



Qualities of WC Leaders

The top ten qualitiesidentified by DavidHakala 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.

Strategy for communication ± Good leadership is mostlygood communication (Clutterback 2002).

Strategy to build integrity and trust ± A leadership

strategy to build and maintain integrity must be a part of thefoundation. Trust is described as the foundation for ³the four cornerstones of moral leadership´ (Clawson, 2002).

Strategy for creating relationships ± Relationshipsmust be built for customers, employees and staff, your community,

suppliers, peers and competitors.

Strategy for change ± The role of the world-class leader isto challenge the status quo, identify opportunities for improvementand implement change to achieve ever higher performance.



Strategy for teamwork ± Teamwork is a strategy that can increase

a leader¶s effectiveness, improve the morale and productivity, andharness the skills of the organization¶s members.

Strategy to grow leaders ± to produce champions ± Leaders whoconsistently pass on their strengths are meaningfully increasing theoverall intellectual capital of the organization.

Strategy for building a world-class organizational culture ±Organizational culture can prove to provide a competitive advantagegiving all the members a common basis for understanding, interacting,and growing.

Strategy for risk-taking ± The manager has his eyes on the bottomline. The leader has his eyes on the horizon (Parker 2001).

Strategy for creating and implementing a shared vision



Bench marking for a world class

service organization

Leadership's

insights

Management¶s

execution

Customer's

loyalty



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

Customer Service



Our scenario for the future

Customer Service continues up/into the boardroomagenda

More organisations begin to build their business

forward from the customer

As µacceptable¶ service levels become morewidespread, ambitions for world-class serviceaccelerate (fuelled by customer demand if nothingelse)

Cost-cutting becomes less controlling in the designof service strategies and processes



Our scenario for the future

Government puts pressure (on all sectors) toimprove service standards and performance

³They¶re only puttin¶ in a nickel, but they want adollar song´

Customers want service functionality plusemotional empathy (The Customer Experience)

Customers compare you with the best ± not just inyour sector, but the best anywhere

Service excellence (not adequacy) defines theHigh PerformanceWorking (HPW) culture



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

How it works The Elements



World Class

Customer Service

� Reputation

� Performance

� Growth

� Profitability

� Trust

ICS Model for World-Class Customer Service



Six Simple Actions«..

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

1. How well you listen

2. What you say

3. How you say it

4. What you do

5. How you do it

6. When you do



Bench marking for a world class service

organization

Leadership's

insights

Management¶s

executionCustomer's

loyalty



World Class standards?



Characteristics of Successful Service

Delivery Innovation

Organizations that excel at service deliveryinnovation demonstrate the six keycharacteristics:

� A networked organization � Flexible workflows

� Global sourcing

� Client and supplier collaboration

� Continuous innovation

� Enabling technology



BENEFITS OF SERV ICE

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 theEuropean Community to provide a universalstructure for quality assurance.

The standards help companies maintaincompetitive edge, increase productivity,

enhance the quality of products and services,cut costs, standardize production processesand improve customer satisfaction.



Latest ISO Standards: 27048:2011

A new ISO standard will help optimize individualmonitoring and protection of workers exposed toradiation. It will also provide the technical basisfor reinforcing regulation in this field worldwide.

The application of ISO 27048:2011, Radiationprotection ² Dose assessment for the

monitoring of workers for internal radiation

exposure, will contribute to more reliable andconsistent results when measuring internal

doses of radioactive substances.

International organization for standardization ISO



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� 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 in1980s

What is Six Sigma ?



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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

WWWW

Sigma is a letter

in the Greek

Alphabet



32

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 sixsigma program - M ichael Hammer.

Financial - Bank of America, GE Capital, Electronics - AlliedSignal, 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 Annual Savings

General Electric $2.0+ billion

JP Morgan Chase *$1.5 billion (*since inception in 1998)

Motorola $ 16 billion (*since inception in 1980s)

Johnson & Johnson $500 million

Honeywell $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.



Information Technology ´Catching Starsµ



Information Technology

Information technology is not the solution to e-

Governments 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 RecognitionPersonalize Rewards and Recognition ³Be Present´³Be Present´ ±± Mantle / Belief / FeelMantle / Belief / Feel Catch people doing things rightCatch people doing things right -- MBWAMBWA JustJust--inin--time Service and Masstime Service and Mass

CustomizationCustomization Keep Drinking the KoolKeep Drinking the Kool--AidAid��

Borrow (Steal) from the BestBorrow (Steal) from the Best Exceed each customer¶s expectationsExceed each customer¶s expectations

(³wow´)(³wow´)



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Enjoying the Moment : Change Management

"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.³ - P icasso

Change



Vision of World Class Public Services

M inistry of Public Administration sets out avision of world class publicservices achieved by: empowering citizens; enhancing

professionalism; and government playing a

more strategic role

The delivery of world

c lass servi c e is currentlybeing promoted throughthe implementation of Citizen /Customer Charter to all public institutes.

Citizen

empowerment

New

professionalismStrategic

leadership

Ex cellence

and

Fairness

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

World Class Service Delivery2

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