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The Service Delivery Gap

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Conversation Starters are single page documents that are designed to catalyse Conversations That Matter in your workplace or organisation. …

Conversation Starters are single page documents that are designed to catalyse Conversations That Matter in your workplace or organisation.

This edition: The Service Delivery Gap.

For more information or to share how you used this Conversation Starter, please visit http://orgsthatmatter.com

Published in: Business, Education
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  • This fits in with the latest survey, 'Mind the Gap' where 80% of suppliers feel they deliver an above-average service but only 10-15% of customers agree http://robert-craven.blogspot.co.uk/2014/05/mind-gap-what-companies-are-missing.html
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  • 1. The Service - Delivery GapEven after all the systems and processes have been created, both theautomated and human elements of the system must do what they aresupposed to do. System errors or breakdowns and humans not doingwhat they are supposed to do can create immediate service gaps. Nosystem or human is perfect or infallible. As such your organisation mustcontinually focus on minimising system and human errors. In addition,you must know what you will do if a Service Delivery Gap does occur.A local small business operator has a sign on his door that he will open at8am. His staff are never there by 8am despite being employed to be thereat that time. Consistently being late on a personal level creates a servicedelivery gap for an organisation.From your understanding of the Service – Delivery Gap, what gaps areyou creating? Copyright Gary Ryan 2012Quote from a research participantUltimately your staff have to do the right thing. It’s important to have the bestsystems and processes that you can, but ultimately your staff have to do theright thing. They have to properly implement what they are supposed to do. Organisations That Matter® ©Copyright Organisations That Matter®. All Rights Reserved. Level 8, 350 Collins Street Melbourne VIC 3000 Phone: +61 3 8676 0637 Fax: +61 3 8601 1180 Web: www.orgsthatmatter.com Email: info@orgsthatmatter.com

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