Service delivery Relationship Management
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This document outlines best practices and insights in Service Delivery Relationship Management (SDRM), emphasizing the importance of human relations in delivering services effectively. It introduces the '5 C’s' and '3 R’s' as essential components for successful service engagement, focusing on customer-first approaches, collaboration, and proactive issue resolution. Additionally, it highlights the significance of building relationship capital to enhance SDRM equity and ensure long-term client satisfaction.
Service delivery Relationship Management
- 1. Customer Service Delivery Management Best Practices in SD Relationship Management The 5 C’s 3 R’s of Service Delivery Management Masaf Dawood Sep 04, 2013 Practices Overview Insights Execution
- 2. Overview – What the heck are we talking here… The purpose of this presentation is to record best practices and insights in regards to SDRM – Service Delivery Relationship Management SDRM provides a coherent set of practices, processes and people to manage the delivery of services account/client wide. SDRM Sometimes this stuff is not covered in formal training, account operations manuals, ITIL processes and would be useful to familiarize yourself and be aware of the human side of service delivery management.
- 3. What has art got to do with Science of Service Delivery…..??? 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. Hang tight and go to the next slide… please
- 4. What is art got to do with Science of Service Delivery…..Human Relationship Successful engagement depends in part on human relationships and relationship management. Don’t overlook the human side of this equation!!!!
- 5. Service Delivery = Relationship Management Human Networking Effect (HNE)
- 6. Human Networking Effect = SDRM Equity!!!! WTH is SDRM Equity… please proceed to next slide
- 7. Secret Sauce is Getting 5C’s Right….. C1 Customer Always first!!! Empowered Team C2 Collaboration Engagement Model Operational Process Foundation C3 Critical Response Time Highest Priority C4 Capital Cost Conscious Optimized SD Model C5 Clarity RACI Clearly Defined Role Clearly Understood Successful Engagement will need to have their own secret recipe for the engagement at hand!!!
- 8. Secret Sauce is Also Getting 3R’s Right….. R1 Receive Acknowledge Page Respond R2 Resolve The Issue Restore Services Operational Process Foundation R3 Remediate Root Cause Innovate Successful Engagement will need to have 3 R’s Right!!!! R lifecycle is based on SLA’s.
- 9. Relationship Capital - A Key Component of SDRM Equity Build the relationship capital from day one!!!! Built Equity ---------- reduce deficit!!!! Focus on service sincerity vs. SLA’s in the contract. Equity is hard to build and provides cushion against unwanted or bad things. Bad things will happen and what would you do in that case….
- 10. Relationship Capital - A Key Component of SDRM Equity Don’t expect any favorable response in times of crisis if you haven't worked on it already and laid a strong foundation. Customer are more like GM/Managers/coaches….. Benevolent and Unforgiving at the same time. If you do well – let you run with it and if you screw up you get unwanted scrutiny. Everybody loves a winning team!!!
- 11. Summary and Some Pointers... u want the client to respect you and no love you.!!! Continuous good news brings good market returns….. Likewise bad news erodes the relationship equity and creates unhappiness. Pilot on low hanging fruits to build the initial trust Always keep lines of Communication open. Don’t be a miracle worker…..!!!! Be a regular diligent worker…@@@@