In the services industry, where brand identity, performance KPIs, and customer satisfaction are reliant upon fast response time, the very highest service quality, and efficient time to repair, disruption is a dangerous dilemma. Circumvent the potential impact of future disruption by aligning your team, your processes, and your overall service model to a resilient services framework.
A verifiable truth: no service organization delivers perfection 100% of the time. Even the very best service organizations will fail to meet a service level agreement on occasion. Why? Because things don’t always go as planned. Sooner or later, something is bound to disrupt the service delivery chain with the potential to negatively impact performance.
There are ways to combat disruption, but it can take many forms and often appears in unexpected ways and at inconvenient times. Field engineers get sick. Severe weather conditions reduce travel and shipping capabilities. A local city marathon shuts down roadways and causes severe traffic delays. A global pandemic leads many countries to implement travel restrictions, curfews, and social distancing orders. Managing disruptions like these on a case-by-case basis is not sustainable and will often lead to frustration, stress, and less-than-stellar service quality.
Eliminating every future instance of disruption is virtually impossible. But what if you could reduce the frequency at which service disruptions result in unfavorable performance?
What if your service model was designed to expect the unexpected?