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?