Understanding the end to end service – why it matters
It’s not obvious from what we do day to day just what it is that makes the customer feel good; it’s never that easy, in the main because we’re so removed from the real customer it’s difficult to know if we’re doing a good job!
In this age of the service delivery more and more is about retaining and cross-selling products and services to your customers. Having the ability to create value is the challenge that the service now faces.
For many it’s hard enough just getting through the day, dealing with every little piece of the working process just to keep things going. And yes it’s important and sometimes even urgent but we should never forget that we all have a part to play in ensuring the end to end process - and therefore service - works.
Why end to end thinking?
1. Making decisions about what to change; and understanding why we are making the change
2. What adds value versus what adds cost
3. Breaking down barriers
4. Process Owners, understanding the links in the chain
5. People, knowing your role in the end to end service with the Customer
In every sense improvement of the end to end service, as opposed to individual pieces will add the value which is craved by both the end Customer and the Business.
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I think the problem is that too many people are focussed on just their little part. There is a need for more holistic "systems thinking" and appropriate communications.
Date: 03-08-2011 17:24 | Author: Donald
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