Service delivery management
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The document outlines best practices for customer service delivery management (CSDM), emphasizing the importance of balancing the needs of customers, shareholders, and employees. It describes the role of service delivery managers in ensuring quality service, resolving issues, and managing customer satisfaction for optimal organizational performance. Ultimately, the document highlights that effective service delivery management leads to profitable enterprises and enhanced customer retention.
Service delivery management
- 1. Customer Service Delivery Management Best Practices for Performing Quality Service Delivery Masaf Dawood – 04/20/2013 Practices Overview Insights Execution
- 2. Overview – Enterprise Stakeholders In corporate environment today there are 3 stakeholders - customers, shareholders and employees.
- 3. Customer Service Delivery Management (CSDM) - What the heck is it ….another new acronym to deal with…..??? Balancing the needs of 3 stakeholders can create a profitable enterprise and promote collaborative and upbeat culture. The art of customer service delivery management deal’s with meeting customer needs while using resources optimally and efficiently to deliver the required products/services. Given enough time and unlimited resources all problem’s can be solved!!! SD Management is deeply focused on optimizing the resource usage for delivering a given unit of service!!!
- 4. Managing in an Outsourced Environment In today’s competitive environments customers needs are dynamic and need to be managed effectively. Customer retention and renewal is a key measure of overall satisfaction. Customer satisfaction equal’s profitability !!!!
- 5. Voice of the customer (VOC) While this presentation is focused on managing customer service delivery in a outsourced services context, approach and practices may be relevant to other service and product management areas. Service Delivery Manager is the VOC for the customer/client within the internal delivery organization and or with other 3rd party vendors.
- 6. What is Service Delivery Manager Expected to do….. Provides a single point of contact for customers for issue resolution. - Customers do not need to understand how internal service delivery organization is structured and are not required to navigate internal organization. Helps drive consistency of approach to bring benefits to all clients. - Whether they are a small account’s or a large company, customers receive the benefits of professional service delivery organization. Provides an ‘independent third party” approach and client perspective and oversee service quality within the delivery organization.
- 7. What is Service Delivery Manager Expected to do…..Contd Service Quality Management • Ensure Quality delivery of services to the clients. • Identify, assess & communicate the impact of changes affecting the customer and/or service delivery Issue Management • Manage major issues which cross multiple functional lines • Escalation point for customer on delivery issues Service Delivery Improvement • Review & monitor performance metrics & proactively identify initiatives to maximize customer satisfaction
- 8. 360 Degree View of Service Delivery Management •Delivery Excellence •SPOC for delivery and quality improvement •Measured on SLA’s •Deliver on KPI’s •Meet and Exceed Targets •Owner of all client communication •Change approver •Contract related Communication Communic ation Escalation SLA’s and KPI’s Delivery
- 9. A Day in the life of Service Delivery Manager Review of services and performance against SLA’s/OLA’s and KPI’s. Lead and manage internal delivery teams to review incidents, problems and any other operational issues impacting client production and non-production environments. Drive the teams to remediate the problems and provide root cause analysis as needed. Provide regular service reports to the client’s identifying the “units” of work and performance against the “units” of time. Review change management requests and participate in Change Advisory Boards (CAB).
- 10. Life-Cycle Management of the Engagement SDM manages the contract from Operations to end of life. The quality of client experience is determined directly the quality of service delivery team, its work products, team culture, team collaboration and customer focus. Customers that experience service excellence become repeat and reference-bale customer and champion the delivery organization internally and externally.