Service delivery management is concerned with managing all the service delivery channels of a business for better customer experience and satisfaction. In other words, it is the process, plan,and activities of a business engaged in designing, delivering and managing the delivery of service to the customers. It is a framework of creating accountability and responsibility of service delivery to customers to all the employees and others engaged in such service delivery. It is initiated and implemented so ass to reduce organizational costs and increase the quality of service rendered to customers. It is about building a system for a coordinated mechanism of all the units, divisions and departments for customer service excellence and delight.
Elements of Service Delivery Management
- Service Quality
- Service Culture
- Employee Engagement
- Service Delivery Mechanism
- Service Efficiency
- Customer Satisfaction, Excellence and Delight
Principles of Effective Service Delivery Management
- Speedy Service
- Transparency of Service Charges and Features ‘
- Service Efficiency
- Accuracy of Information, Location and Product/Service Details
- Friendliness With Customers
- Clarity of Service Terms and Conditions
- Accessibility to Service
- Empowerment of Service Delivery Process and Delivering People
- Hurdle less Service
- Service Benchmark
- Customer Satisfaction
- Loyalty to Customers
Process of Service Delivery Management
- Identification of Customer Need and Preference
- Make Note of Key Segment of Customers to be Served
- Mark the Business Unit to Provide the Service
- Design and Develop Necessary Product/Service
- Handover the Product/Service to the Service Delivering Unit
- Deliver the Service to the Customer
- Obtain Customer Feedback
- Interpret and Integrate Findings from Feedback for Future Service Delivery
