The goal of every business is simple: Increase Customer Satisfaction, Generate Revenue, and Maximize Profits. Achieving this goal in today's challenging and turbulent economic conditions has become increasingly difficult. Businesses responding to competitive threats, technology changes, financial strains, and demanding end users are under enormous pressure to implement change.

 The pressures are further compounded as the businesses deal with inadequate management & governance systems, ineffective processes, technology & tools prone to failures, and a dissatisfied & disconnected workforce,

 The result is significant enterprise outages which are impacting revenues, causing perception issues & reputational damage, employee & customer attrition, and additional spend on new technologies, consulting services and transformational projects.

Our goal is to provide data-driven insights for improving delivery excellence across the organization. In today's harsh and unpredictable economic climate, achieving Delivery Excellence has become increasingly difficult. Businesses are under tremendous pressure to undertake a change in response to competitive challenges, technological developments, financial restrictions, and demanding end-users. The challenges are further amplified when organizations cope with a disgruntled and disengaged workforce, weak management and governance systems, ineffective processes & procedures, and technologies and tools prone to failure.

To begin the process of understanding the current landscape, we start with the accelerated assessment. This helps to identify areas of strengths and areas of focus.

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The Assessment focuses on the following areas:

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1.    Conduct a Quantitative & Qualitative analysis of all data.

2.    Conduct an Accelerated Assessment.

3.    Performa Detailed Assessment across the 6 dimensions of the Services Excellence Framework.

      a.    Core Operational Processes

       b.    Operational Management

       c.    FirstLine Management

       d.    UplineManagement

       e.    Governance System

        f.     Employee Engagement, Enablement, and Empowerment

4.    Provide a final report detailing the observations, supported by facts, and a list of recommendations with estimated timelines and effort.

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Timeline for the Assessment Components are:

1.   2-week Discover, Survey, And Assess Phase

2.   2-week Accelerated Assessment Phase

3.   3-week Assessment Of Core Processes, Operational Management Systems, First Line Management Systems, Upline Management Systems,       And Governance Systems Phase

4.   2-week Employee Assessment Phase

5.   2-week Report Phase

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The Assessment findings and recommendations will provide a deeper understanding of the current state of the operations and help to strike the right balance between establishing employee engagement initiatives (People) and Operational, First-Line, & UplineManagement systems (Management & Governance), and Process, Technology,& Tools.

Note: Activities can be performed in parallel where applicable.

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The Objective of the process:

Identify Client Pain Points & Business Impact

1. Seek clarity on the specific pain points that the business is facing
2. Understand the impact the pain points are having on the business
3. Conduct an Accelerated Assessment to further detail the pain points

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Identify Goals & Objectives & Define Expected Outcomes

1. Seek clarity on the Client’s goals and objectives
2. Understand and define specific outcomes the Client is expecting
3. Establish SMART measurable goals and business outcomes

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Identify Strengths & Best Practices & Highlight Risks & Opportunities

1. Conduct an E2E review of operational performance and identify strengths and best practices
2. Identify risks and opportunities associated with misalignment with best practices and global standards.

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Develop Action Plan & Communicate Findings

1. Communicate the findings and recommendations
2. Develop a set of prescriptive actions
3. Compare to the Services Excellence reference framework

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Sample list of benefits:

• Allows for a fact-based review of the current landscape
• Removes perceptions and emotions out of the discussion
• Provides a fact-based approach to defining logical steps to the desired future state

Sample list of observations:

• Employees do not provide an accurate assessment of the current landscape out of fear of retribution from management
• Emotions get in the way of understanding the real root cause of issues
• No systematic way of collecting and assessing the data
• Findings are not tied to a framework
• Prescriptive action plans lacking

Sample list of recommendations:

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• Collect environmental data and perform a full assessment before talking to teams
• Be aware that fear of retribution might be preventing the teams from sharing full information
• Make the responses anonymous
• Asking probing questions, use other responses to validate
• If responses aren't lining up, probe further using analysis from the data
• Obtain a list of employees and you select randomly to avoid management planting people

Sample List of Areas to Probe:

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• Collect ITSM data and perform a complete analysis
• Collect Knowledge articles/processes/procedures and perform analysis for currency, accuracy, and operational stability
• Collect CSAT data
• Collect Issues & Escalations Data
• Collect Service Level Performance data

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