Customer Service Delivery ManagementBest Practices for Performing Quality Service DeliveryMasaf Dawood – 04/20/2013PracticesOverviewInsightsExecution
Overview – Enterprise Stakeholders In corporate environment today there are 3 stakeholders -customers, shareholders and employees.
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 profitableenterprise and promote collaborative and upbeat culture. The art of customer service delivery management deal’s withmeeting customer needs while using resources optimally andefficiently to deliver the required products/services. Given enough time and unlimited resources all problem’s canbe solved!!! SD Management is deeply focused on optimizing the resourceusage for delivering a given unit of service!!!
Managing in an Outsourced Environment In today’s competitive environments customers needs aredynamic and need to be managed effectively. Customer retention and renewal is a key measure of overallsatisfaction. Customer satisfaction equal’s profitability !!!!
Voice of the customer (VOC) While this presentation is focused on managing customerservice delivery in a outsourced services context, approachand practices may be relevant to other service and productmanagement areas. Service Delivery Manager is the VOC for the customer/clientwithin the internal delivery organization and or with other 3rdparty vendors.
What is Service Delivery Manager Expectedto do….. Provides a single point of contact for customers for issueresolution.- Customers do not need to understand how internal service delivery organization isstructured and are not required to navigate internal organization. Helps drive consistency of approach to bring benefits to allclients.- Whether they are a small account’s or a large company, customers receive thebenefits of professional service delivery organization. Provides an ‘independent third party” approach and clientperspective and oversee service quality within the deliveryorganization.
What is Service Delivery Manager Expectedto do…..Contd Service Quality Management• Ensure Quality delivery of services to the clients.• Identify, assess & communicate the impact of changesaffecting 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 & proactivelyidentify initiatives to maximize customer satisfaction
360 Degree View of Service DeliveryManagement•Delivery Excellence•SPOC for deliveryand qualityimprovement•Measured on SLA’s•Deliver on KPI’s•Meet and ExceedTargets•Owner of all clientcommunication•Change approver•Contract relatedCommunicationCommunicationEscalationSLA’s andKPI’sDelivery
A Day in the life of Service Delivery Manager Review of services and performance against SLA’s/OLA’s andKPI’s. Lead and manage internal delivery teams to review incidents,problems and any other operational issues impacting clientproduction and non-production environments. Drive the teams to remediate the problems and provide rootcause 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 inChange Advisory Boards (CAB).
Life-Cycle Management of the Engagement SDM manages the contract from Operations to end of life. The quality of client experience is determined directly thequality of service delivery team, its work products, teamculture, team collaboration and customer focus. Customers that experience service excellence become repeatand reference-bale customer and champion the deliveryorganization internally and externally.