Service Excellence as a way of life
"Consciously or unconsciously, every one of us does render some service or another. If we cultivate the habit of doing this service deliberately, our desire for service will steadily grow stronger, and will make not only our own happiness, but that of the world at large." - Mahatma Gandhi
Mahatma Gandhi highlighted that excellence was an accumulation of righteous 'habits' and if inculcated will drive greater growth. This is applicable in IT as well.
It is possible to accumulate the right set of habits to drive growth within enterprises. This can be done by setting up dynamic mechanisms that identify, embed and replicate such habits across individual members across teams in an efficient manner.
But who should be made accountable for organizations to focus on Service Excellence? Can this person or entity bring in flexibility in operations to cater to the changing business environments? Can such flexibility be managed and governed? Can innovation be embedded on this path to achieving excellence?
We believe that setting up a Service Excellence Office (SEO), comprising of a dedicated pool of process consultants helps bring in the rigor, focus and accountability that is needed to achieve service excellence. SEO plays a dual role of an internal and an external consultant in the organization:
1 - As an internal consultant, SEO is involved in identifying initiatives or practices that ensures that the project (or program) goals and commitments made to client are achieved
2 - As an external consultant, SEO ensures that solutions deployed are customer centric i.e., addressing customer pain points
SEO focusses on identifying levers for improvement and enablers for change that tie back to business value, so that the progress and effort spent to drive benefits can be measured at every step. The emphasis is on overcoming challenges around demonstration of measurable value to both set of customers - internal and external.
We've identified the four key ingredients which are pillars in establishing a SEO in within the IT organization. These will be explained in the next blog post.