Monday, August 23, 2010
Service excellence guides resource allocation
Organisations that are clear about meeting and exceeding the expectations of their customers are also clear about where resources should be allocated. Maybe your organisation has discovered that it has a serious Service Delivery Gap. Where would you allocate resources if you discovered such a gap?
Clearly there is more than one answer to this question and the actions that may be taken and the resulting allocation of resources will be guided by the organisations overall business strategy and the level of importance of closing the Service Delivery Gap in the short term. In this example there may not be a long term future for the organisation if it does not address the short term Service Delivery Gap. In this context, a service focus enables short term decisions to be made in the context of achieving the organisation’s long term desired future.
Quote from a research participant
We’re a small operation. Just three of us operate the store. We know everyone who works on the larger site; it’s like we are one community. Rather than spend our money on marketing pamphlets etc we hired a student to work in the store with us. We targeted one who was well connected within the community. It’s amazing how much business she has brought in. It’s the smartest money we have ever spent and all our jobs are just that little bit more secure!
What are your experiences regarding organisational resource allocations?