MANAGING THE SERVICE DELIVERY PROCESSPEOPLES - EMPLOYEES

EMPLOYEES (actual service providers in most cases) play a SIGNIFICANT role in -Service delivery & -Service quality there by in Customer Satisfaction And ultimately in SUCCESS of service Co/organization

Boundary Spanners Interact with Both Internal and External Constituents
External Environment

Internal Environment

MANAGING THE SERVICE DELIVERY PROCESSPEOPLES - EMPLOYEES
EMOTIONAL LABOUR Labour that goes beyond physical & mental skills required to deliver quality service
Arlie Hochschild

-Screening for emotional labor -Teaching emotional mngt. Skills -Allowing employees to vent -Putting Mngt. On front line -Giving employees a break -Handing off demanding customers

MANAGING THE SERVICE DELIVERY PROCESSPEOPLES - EMPLOYEES
Human Resource Strategies for Delivering Service Quality through People
Hire for service competencies and service inclination

Compete for the best people Measure and reward strong service performers

Be the preferred employer Train for technical and interactive skills

1.Hire the right people 2.Develop people to deliver service quality

Treat employees as customers

4.Retain the best people

CustomerOriented Service Delivery

Empower employees

Include employees in the company’s vision Develop service-oriented internal processes

3.Provide needed support systems

Promote teamwork

Provide supportive technology and equipment

Measure internal service quality

MANAGING THE SERVICE DELIVERY PROCESSPEOPLES - EMPLOYEES

SERVICE CULTURE – where good service is appreciated and where giving good service to internal as well as external customers is a natural way of life.
Cannot be built overnight

MANAGING THE SERVICE DELIVERY PROCESSPEOPLES - EMPLOYEES

“ If you sincerely believe that the customer is the King, the second most important person in this Kingdom must be the one who has direct interaction on a daily basis with one who is the king.” - Michel Bon, CEO, France Telecom

MANAGING THE SERVICE DELIVERY PROCESS- PEOPLES EMPLOYEES
Traditional Organizational Chart

Manager

Supervisor

Supervisor

Front-line Employee

Front-line Employee

Front-line Employee

Front-line Employee

Front-line Employee

Front-line Employee

Front-line Employee

Front-line Employee

Customers

MANAGING THE SERVICE DELIVERY PROCESS- PEOPLES EMPLOYEES
Customer-Focused Organizational Chart

Customers
Front-line Employee Front-line Employee Front-line Employee Front-line Employee
Front-line Employee Front-line Employee Front-line Employee Front-line Employee

Supervisor

Supervisor

Manager

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