“Service Delivery Experiment” is a Success

Harsha Raghavan had an excellent post last week. He outlines his "service delivery experiment" which includes 15 initiatives under three headings: Consistent Service Delivery, Continuous Improvement and Attention to Detail. While many of the initiatives are specific to Harsha’s payment processing team, he’s clearly given us a blue-print for success. What’s more impressive is that Harsha has "walked the walk" and has the results to show for it.

Take a look at Harsha’s list. Do you have a similar list for your team? What are the principles and initiatives that will ensure your team’s success? Have you outlined your path for improvement or are you weighed-down by the tyranny of the urgent and constantly fighting the latest fire?

Related Posts:
Five Ways to Help CSRs Improve
The Secret of this Team’s Success
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  2 comments for ““Service Delivery Experiment” is a Success

  1. July 25, 2006 at 1:44 am

    Hi, Tom, thanks again for this link. The two elements you mentioned here—Consistent Service Delivery, Continuous Improvement and Attention to Detail—are very powerful. I checked out Harsha’s list, too, and CEOs or companies service teams will surely learn a lot from it. Keys to success is indeed consistency, continuous improvement, and attention to detail.

  2. July 25, 2006 at 7:05 am

    You’re certainly welcome, Meikah. Harsha gave us some great stuff to chew on. I like the way he takes concepts and turns them into actionable goals and initiatives for his team.

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