World Class

Service
Delivery
Kanthi Basnayake
Management
Consultant
Myth or Facts?
Do you provide world-class
service?
 Today’s business environment is becoming
increasingly complex and competitive due:

 Globalization, new technology, increasing

product proliferation, brand erosion, market
segmentation, consumer skepticism and time
poverty, rendering traditional business plans
obsolete.
What is World-Class Service?

 What companies come to mind when you

think of world-class service?

 What establishments do you patronize whose

service exceeds your expectations on a
continual basis?
World Class Service
Organizations?/Concepts/System/
Technologies?
 Organizations/World
 General Electric, Microsoft,
British Airways, Hewlett-
Packard, Coca-Cola and
Disney .

 Sri Lanka?
Concepts/Systems and Technologies?

 Leadership
 Organizational culture
 Customer Service
 Six Sigma
 Emotional Intelligence
 Human Resource
Management
 Information Technology
 Any other??
Here’s the point:
 Companies should understand the difference
between “the product” – the commodity or
service being delivered – and “the process” –
the method by which that product is
delivered.

 Your reputation in your field may be created

more by the customer experience you deliver,
than the product or service you sell.
Is it necessary to be a world class
service organization?
 Yes/No?
 Increasingly sophisticated
clients
 Market globalization
 Evolving technology
 Intense competition
 Emergence of Modularization
of business process.
SO, HOW CAN YOU STAND OUT FROM A
SEA OF COMPETITORS PROMOTING
SIMILAR OFFERINGS?

become known as THE COMPANY in your field

that provides world-class service?
The Big Picture World Class
Organization

Key performance divers

Leadership
Processes Customer Service
Competencies

Human Metrics •Processes Customer Service

•Quality work life •Growth in sales Product/service

•Self awareness skills •Growth in profits Service delivery
•Self motivation skills •Technology innovation Service experience
•Quality •Process development Organizational culture
•Process Adaptation Service personal
Principles of a world class
organization

Inspire the Spirit of Man….

To Create a World….
Of Dignity…. Peace and Joy
Bench marking for a World Class
Service Organization

Leadership's Customer's Management’s

insights loyalty execution

Leadership PPT
Qualities of WC Leaders
 The top ten qualities
identified by David
Hakala of HR world.
 Openness
 Vision  Creativity
 Integrity  Fairness
 Dedication  Assertiveness
 Sense of Humor
 Magnanimity
 Humility  http://www.ted.com/talks/steve_jobs_ho
w_to_live_before_you_die.html
Nine emerging leadership strategies lead to
world-class recognition.
 Strategy for communication – Good leadership is mostly
good communication (Clutterback 2002).

 Strategy to build integrity and trust – A leadership

strategy to build and maintain integrity must be a part of the
foundation. Trust is described as the foundation for “the four
cornerstones of moral leadership” (Clawson, 2002).

 Strategy for creating relationships – Relationships

must be built for customers, employees and staff, your community,
suppliers, peers and competitors.

 Strategy for change – The role of the world-class leader is

to challenge the status quo, identify opportunities for improvement
and implement change to achieve ever higher performance.
 Strategy for teamwork – Teamwork is a strategy that can increase a
leader’s effectiveness, improve the morale and productivity, and harness
the skills of the organization’s members.

 Strategy to grow leaders – to produce champions – Leaders who

consistently pass on their strengths are meaningfully increasing the overall
intellectual capital of the organization.

 Strategy for building a world-class organizational culture –

Organizational culture can prove to provide a competitive advantage
giving all the members a common basis for understanding, interacting, and
growing.

 Strategy for risk-taking – The manager has his eyes on the bottom
line. The leader has his eyes on the horizon (Parker 2001).

 Strategy for creating and implementing a shared vision

Bench marking for a world class
service organization

Leadership's Customer's Management’s

insights loyalty execution
Customer Service

“Customer Service will become the primary added-value

function in every business. Human involvement in service
will shift from routine, low value tasks to high value,
personal consultancy on important issues, problems or
desires for the customer”

- Bill Gates - from Business @ the speed of thought

 Our scenario for the future

 Customer Service continues up/into the boardroom

agenda
 More organisations begin to build their business
forward from the customer
 As ‘acceptable’ service levels become more
widespread, ambitions for world-class service
accelerate (fuelled by customer demand if nothing
else)

 Cost-cutting becomes less controlling in the design

of service strategies and processes
 Our scenario for the future

 Government puts pressure (on all sectors) to

improve service standards and performance
 “They’re only puttin’ in a nickel, but they want a
dollar song”
 Customers want service functionality plus
emotional empathy (The Customer Experience)
 Customers compare you with the best – not just in
your sector, but the best anywhere
 Service excellence (not adequacy) defines the
High Performance Working (HPW) culture
 How it works – The Elements

 Criterion 1: Customer Insight

 Criterion 2: The culture of the organisation
 Criterion 3: Information and Access
 Criterion 4: Delivery
 Criterion 5: Timeliness and Quality of Service
ICS Model for World-Class Customer Service

World Class
Customer Service
• Reputation
• Performance
• Growth
• Profitability
• Trust
Six Simple Actions…..
 Each coupled with systems and strategies to improve
(with training), it can result in immediate and
transformational changes in your business.
1. How well you listen
2. What you say
3. How you say it
4. What you do
5. How you do it
6. When you do
Bench marking for a world class service
organization

Leadership's Customer's Management’s

insights loyalty execution
World Class standards?
Characteristics of Successful Service
Delivery Innovation
 Organizations that excel at service delivery
innovation demonstrate the six key
characteristics:
 • A networked organization
 • Flexible workflows
 • Global sourcing
 • Client and supplier collaboration
 • Continuous innovation
 • Enabling technology
BENEFITS OF SERVICE
DELIVERY INNOVATION

 Greater differentiation in the marketplace

 Increased client loyalty
 Increased speed to market
 Improved resource utilization
 Lower compliance risk
ISO 9000

 ISO 9000 standards are used by the

European Community to provide a universal
structure for quality assurance.

 The standards help companies maintain

competitive edge, increase productivity,
enhance the quality of products and services,
cut costs, standardize production processes
and improve customer satisfaction.
 Latest ISO Standards: 27048:2011
 A new ISO standard will help optimize individual
monitoring and protection of workers exposed to
radiation. It will also provide the technical basis
for reinforcing regulation in this field worldwide.

 The application of ISO 27048:2011, Radiation

protection — Dose assessment for the
monitoring of workers for internal radiation
exposure, will contribute to more reliable and
consistent results when measuring internal
doses of radioactive substances.

International organization for standardization ISO

What is Six Sigma ?
• Based on teachings of Dr. Walter
Shewhart, Dr. W. E. Deming & Dr. J.
Juran.
• Process Control;
• Plan Do Check Act;
• Common and Special Causes;
• Improvement can be done project by project
• Statistical tools
• Hawthorne Plant Experiences
• Developed by Bill Smith at Motorola in
1980s
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  What Is Six Sigma?

Sigma is a letter
in the Greek • Degree of variation;
Alphabet • Level of performance in terms of
defects;
• Statistical measurement of process
capability;
• Benchmark for comparison;
• Process improvement methodology;
• It is a Goal;
• Strategy for change;
• A commitment to customers to achieve
an acceptable level of performance

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Six Sigma Definitions
• Business Definition
 A break through strategy to significantly improve

customer satisfaction and shareholder value by

reducing variability in every aspect of business.

• Technical Definition
 A statistical term signifying 3.4 defects per million

opportunities.

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 Who is Implementing Six Sigma
 At least 25% of the fortune 200 claim to have a serious six
sigma program - Michael Hammer.
 Financial - Bank of America, GE Capital, Electronics - Allied
Signal, Samsung, Sony

 Chemicals - Dupont, Dow Chemicals

 Manufacturing - GE Plastics, Johnson and Johnson, Motorola,

Nokia, Microsoft, Ford.

 Airline - Singapore, Lufthansa, Bombardier

 And hundreds of others in Americas, Europe, Sub Continent.

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 Six Sigma Results

Company Annual Savings

General Electric $2.0+ billion
JP Morgan Chase *$1.5 billion (*since inception in 1998)
Motorola $ 16 billion (*since inception in 1980s)
Johnson & Johnson $500 million
Honeywell $600 million

Six Sigma Savings as % of revenue vary from 1.2 to 4.5 %

For $ 30 million/yr sales – Savings potential $ 360,000 to $ 1.35 million.
Investment: salary of in house experts, training, process redesign.

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Information Technology
“Catching Stars”
 Information Technology

Information technology is not the solution to e-

Government’s problems. However, effectively
implemented information technology with good
governance and architecture can support and speed up
the achievement of development objectives with the
broadest benefits for society.
 Personalize Rewards and Recognition
 “Be Present” – Mantle / Belief / Feel

 Catch people doing things right - MBWA

 Just-in-time Service and Mass

Customization
 Keep Drinking the Kool-Aid™

 Borrow (Steal) from the Best

 Exceed each customer’s expectations

(“wow”)
Enjoying the Moment : Change
Management

Change
"Change is the law of life. And those who look only
to the past or present are certain to miss the
future.“ - John F. Kennedy

"Every act of creation is first of all an act

of destruction.“ - Picasso
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Vision of World Class Public Services
 Ministry of Public
Administration sets out a
vision of world class public Citizen
empowerment
services achieved by:
 empowering citizens;
 enhancing
professionalism; and Excellence
 government playing a and Fairness
more strategic role
New Strategic
professionalism leadership
 The delivery of world
class service is currently
being promoted through • Citizen empowerment – greater power to people to
the implementation of control services
Citizen /Customer Charter • New professionalism – professionals and front line staff
across all public services responding to the needs of the
to all public institutes. public and being accountable to them
• Strategic leadership – setting a clear vision, not
micromanaging