Delivery Excellence Assessments
The goal of every business is simple: Increase Customer Satisfaction, Generate more 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 results are 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.
The Delivery Excellence Assessment, which has been developed from extensive global experience across a diverse set of industries and countries, focuses on Operational Management, First Line Management, and Upline Management Systems. These three primary dimensions are under-pinned by a robust Employee Engagement, Enablement, and Empowerment System that aims to strike the right balance between establishing Employee Engagement Initiatives, Management & Governance Systems, Processes, And Tools & Technology.
The Delivery Excellence Assessment can be implemented as a reactive measure to respond to critical situations, a proactive measure to assess the health of the operations, or as part of a comprehensive effort to establish a robust enterprise framework.
The Objective of the process :
The Objective of the Delivery Excellence Assessment is to assess the following areas and provide a comprehensive report on Strengths and Weaknesses.
- Review Effectiveness & Efficiency – Independently evaluate performance relative to numerous operations categories to assess for effectiveness and efficiency.
- Identify Strengths & ‘Best Practices’ – Conduct an E2E review of operational performance and identify strengths and best practices.
- Highlight Risks & Opportunities – Identify risks and opportunities associated with misalignment with best practices and global standards.
- Drive Continual Service Improvement – Compare to World Class standards and provide recommendations to facilitate continual service improvement, leveraging the shift-left strategy.
Sample list of benefits :
The Delivery Excellence 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, & Upline Management systems (Management & Governance), and Process, Technology, & Tools.
Sample list of observations :
- High Number Of Service Outages And Disruptions
- Prolonged Downtimes And Service Restoration Times
- Dissatisfied And Disgruntled Customers and Employees
- Degraded Performance From New Technologies
- Inconsistent Service Across The Enterprise
- Inability To Sustain Basic Service Levels
- Poor Service Availability
- Issues With Attaining Customer Satisfaction, Revenue, & Profits Targets
- Negative Senior Executive Attention
Sample list of recommendations :
- Conduct a Quantitative & Qualitative analysis of all data.
- Conduct an Employee Assessment.
- Conduct an Accelerated Self-Assessment.
- Perform a detailed assessment across the 6 dimensions.
- Core Operational Processes
- Operational Management
- First Line Management
- Upline Management
- Governance System
- Employee Engagement, Enablement, and Empowerment
- Provide final report detailing the observations, supported by facts, and a list of
- recommendations with estimated timelines and effort.