(The Seventh in the Series-III of ‘The 7 Mavens of SOPs’)
By Dinesh P. Bhrushundi @ dbknowledgey©
Profound Gratitudes, yet again from ᵭᵱᵬ’the मितवा’ for Great Response to Series-I & II, and a grand welcome to Series-III of ‘The 7 Mavens of SOPs’. As you know by now, ‘ᵭᵱᵬ’ is my initial and ‘मितवा’ (Mi-Ta-Wa), a Marathi acronym for Friend (मित्र -Mi ), Philosopher (तत्वज्ञ- Ta) and Guide (वाटाड्या- Wa), my humble role to ‘Sit Back and Give Back’, after 4 decades of career.
Series Title: ‘7 Mavens of SOPs’ is expression for instilling some of my learning as “seven propositions in sets of seven SOPs (norms)”, befitting the human mental capacity and attention span. In the write up on 7 Stairs Of PX (The Fourth in the series-I of ‘The 7 Mavens of SOPs’), the *AWESOME Service Quality was dealt with. Just to quickly recap, the 7 stairs were: Acknowledge Presence>Welcome Pax>Establish Connect>Seek Inquiries>Offer Solution>Measure Satisfaction>Express Gratitude. As an outcome of experiential learnings, trials/errors, success/failures, represented in the schematic, is the Delta 7 of ASQ – or the Seven Drivers of AWESOME Service Quality, with the nucleus of the AWESOME Service Quality Delivery mechanism as above.
Delta (d)1: A well thought, smartly defined measure to track the efficacy of AWESOME mechanism is a must at first place across the stakeholders in the service delivery chain. What follows next is to determine the baseline and set the target of improvement for Awesome Service Quotient (ASQ-d1) for each of them.
Delta (d)2: Amenities provided by the service establishments are the important influencer of MOT after its people. It is important that the serviceability of these amenities is maintained at the best possible level for the service provider and worst acceptable level for the service receiver. Proper specification, tracking and monitoring of the Amenities Serviceability Quantifier (ASQ-d2) to that effect is critical to hold its threshold.
Delta (d)3: There is a pitfall of the entire Service Quality endeavour becoming anecdotal unless and until it is backed by a well-established set of processes compliant to and assessed as per the applicable ISO Standard/ Excellence Framework. The Assured System Quality (ASQ-d3) will ensure constancy of purpose and consistency of practice. Regular health check of this system by appropriately chosen scores and weights is essential.
Delta 1 to Delta 3 above are the tangible drivers which can be tracked. Delta 4 to Delta 6 are rather abstract and needs a careful diagnostic and collaborative design of the intervention.
Delta (d)4: AWESOME measures should be part of the CUSTOMER quadrant of the Business Balance Score Card. The cascade of this measure in a suitable manner down the organization pyramid will establish a clear line of sight and strike an ‘Alignment’. Conscious efforts for unification, on deliverables by functions/teams working on these, will ensure non-duplication and uniformity and thus ‘Synthesis’. Properly devised enterprise-wide ‘tactfully themed’ programs with ‘handpicked’ reward and recognition schemes will drive the collaborative competition and set the spirit of ‘Quest’ for Service Excellence. Rightly planned and propagated Alignment, Synthesis and Quest (ASQ-d4) has potential to generate mass movement for AWESOME process.
Delta (d)5: Whereas Delta 4 gives the impetus to the entire organization, this Delta creates the mindset of ‘Quality Starts with me’ for an individual irrespective where (s)he stands in the organization ladder. The individual is the source of quality for whatever function (s)he is responsible and whatever customer value (s)he is adding despite wherever (s)he is in the value chain. At Source Quality (ASQ-d5) also has the connotation of delivering ‘right the first time’ every time. A comprehensive culture building intervention is required to create this mindset across all the teams- direct and extended.
Delta (d)6: Delta 4 and Delta 5 are the enablers crucial for intertwining of the warps and wefts of the AWESOME service delivery within the organization. Delta 6 aims to do so for its various key stakeholders who has a major role to play in shaping the quality of service delivery. A basic learning proposition aimed at inculcating Anticipatory Approach and Quality Consciousness and a co-created platform for harnessing Stakeholder Synergy is a bare must. Anticipatory Approach-Stakeholders’ Synergy-Quality Consciousness (ASQ-d6), thus permeated in the eco-system is a sure winning recipe.
Delta (d)7: Digitization has dawned quite much ago in the Service Quality domain too. The Automation, wherever possible, is the key to swiftness and standardization of Service. Use of various social media platforms both for proactive and reactive communication is an inevitability. This Delta necessitates the tact of the Quick TA(k)T or the speed of response. In the race on SM Platforms, pace is the saving grace, hence the TAT must be as less as possible. On the other hand, the service innovations must be brought up to customers in right time, at right place and at right pace ensuring the right TAKT time. The ensemble of Automation-Social Media-Quick TA(k)T (ASQ-d7), is definite gamechanger in sprucing up the service delivery.
Some of these seven drivers, the reflective readers must have experienced as such or in similar forms. The idea of collating them here is to propel their minds for some more additional potential observations and improvisations. I am sure, equipped with these, they can navigate their service delivery journey more smoothly, particularly in the turbulent times of these days.
Bestest!
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