Tuesday, August 2, 2011

Human error drives the service - delivery gap

Gap 3 - The Service - Delivery Gap
Even after all the systems and processes have been created, both the automated and human elements of the system must do what they are supposed to do. System errors or breakdowns and humans not doing what they are supposed to do can create immediate service gaps. No system or human is perfect or infallible. As such your organisation must continulayy focus on minimising system and human errors. In addition, know what you will do if a Service Delivery Gap does occur. 

A local small business operator has a sign on his door that he will open at 8am. His staff are never there by 8am despite being employed to be there at that time. Consistently being late on a personal level creates a service delivery gap for an organisation.

What are your service-delivery gaps?

Copyright Gary Ryan 2011
Research Participant
Ultimately your staff have to do the right thing. It’s important to have the best systems and processes that you can, but ultimately your staff have to do the right thing. They have to properly implement what they are supposed to do.

Gary Ryan
Organisations That Matter
Providing services and resources to Senior and Developing Leaders who believe that people matter!
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