May 2015

Operational Excellence – Operational Excellence – The Winning WayThe Winning Way

Responsiveness and customer service

Meets and guarantees SLAs

Enable future business strategies

Expertise within your industry

Trusted, strategic relationship

Short implementation/transition period

Provisioning of best of breed technology0% 20% 40% 60% 80% 100%

% of respondents rating number one

Source: IDC , Microsoft SeminarSpeed Service Partnership Knowledge

Responsiveness

Customers always come first ….respond immediately

Always judge customer pulse …. understand the underlying tone and message from the customer. Some customers may be polite but unhappy

Customers come First!!Second, Third and Fourth!

Customer Service

Do not be defensive / argumentative …. no matter what the metrics say …. if a customer does not feel “Green” you are not “Green”

Do not use constraints not to deliver …. ask for help …. demand it!!

Our customers want us to: Understand their end to end process…not just the scope we

deliver Go beyond what is written in contract …. these are a given but

not the end Be the first to raise red flag due to errors and non-performance Proactively react to situations …. keep an eye for unusual events

and find solutions collectively. Remember it is a partnership.

Our Customers Business is Our BusinessWe succeed when They Succeed

Execute well …. it leads to more opportunities to extend our current scope of work …. and good references to add new customers to our portfolio

Know your process well enough to do it yourself

Focus on End to End deliverables ….. ask yourself what you can do to impact our customer’s end metrics.

Everything you say & do impacts the customer …. make it positive ….. Always suggest and drive changes in processes upstream or downstream

The Business Impact we Deliver Today Will Deliver Growth in the Future

Successful Teams have delivered over Million Dollars of customer impact….there is no reason you cant do it for every new account

Understand your customers business …. Industry… Company …. Competition…..external breathing is must

Solve that which keeps your customer awake?

Do what it needs to make your Customer win?

Plan for all that will challenge your customer in the future?

Build Expertise – Research & LearnBecome a true advisor to your customer

Best-In-Class rigor…daily, weekly, monthly

Metrics, reporting, dashboards… shows your process health

Build team connect…listen and learn

Calendarize your reviews…. with customers & teams

Escalate proactively…it is your responsibility to let key stakeholders know of potential issues

Do floor walks… it’s the only way to know what is happening real time

People are the cornerstone of our delivery Understand the key motivators of employee

satisfaction and deliver that Coach your team … give them timely feedback

Individual success is nothing, its team success that matters

People leave supervisors and not companies....build strong relationships with your team so that they want to stay in the company because of YOU

Use the Top HR Practices in Spirit!!