Customer Service Delivery Management Best Practices in SD Relationship Management

The 5 C’s 3 R’s of Service Delivery Management

Masaf Dawood

Sep 04, 2013

Practices

Overview

Insights

Execution

Overview – What the heck are we talking here…

The purpose of this presentation is to record best practices

and insights in regards to

SDRM – Service Delivery Relationship Management

SDRM provides a coherent set of practices, processes and

people to manage the delivery of services account/client wide.

SDRM Sometimes this stuff is not covered in formal training,

account operations manuals, ITIL processes and would be

useful to familiarize yourself and be aware of the human side

of service delivery management.

What has art got to do with Science of Service

Delivery…..???

The art of customer service delivery

management deal’s with meeting

customer needs while using resources

optimally and efficiently to deliver the

required products/services.

Hang tight and go to the next slide… please

What is art got to do with Science of Service

Delivery…..Human Relationship

Successful engagement depends in part

on human relationships and relationship

management.

Don’t overlook the human side of this

equation!!!!

Service Delivery = Relationship Management

Human Networking Effect (HNE)

Human Networking Effect = SDRM Equity!!!!

WTH is SDRM Equity… please proceed to next slide

Secret Sauce is Getting 5C’s Right…..

C1 Customer Always first!!! Empowered

Team

C2 Collaboration Engagement

Model

Operational Process

Foundation

C3 Critical Response

Time Highest Priority

C4 Capital Cost

Conscious Optimized SD

Model

C5 Clarity RACI Clearly

Defined Role Clearly Understood

Successful Engagement will need to have their own

secret recipe for the engagement at hand!!!

Secret Sauce is Also Getting 3R’s Right…..

R1 Receive Acknowledge

Page Respond

R2 Resolve The Issue

Restore Services

Operational Process

Foundation

R3 Remediate Root Cause Innovate

Successful Engagement will need to have 3 R’s

Right!!!! R lifecycle is based on SLA’s.

Relationship Capital - A Key Component of SDRM

Equity

Build the relationship capital from day one!!!!

Built Equity ---------- reduce deficit!!!!

Focus on service sincerity vs. SLA’s in the contract.

Equity is hard to build and provides cushion against

unwanted or bad things.

Bad things will happen and what would you do in that

case….

Relationship Capital - A Key Component of SDRM Equity

Don’t expect any favorable response in times of crisis

if you haven't worked on it already and laid a strong

foundation.

Customer are more like GM/Managers/coaches…..

Benevolent and Unforgiving at the same time.

If you do well – let you run with it and if you screw up

you get unwanted scrutiny.

Everybody loves a winning team!!!

Summary and Some Pointers...

u want the client to respect you and no love you.!!!

Continuous good news brings good market

returns….. Likewise bad news erodes the

relationship equity and creates unhappiness.

Pilot on low hanging fruits to build the initial trust

Always keep lines of Communication open.

Don’t be a miracle worker…..!!!!

Be a regular diligent worker…@@@@