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View All Press Releases| Mulady Solutions | 01 May 2009 |
Newsletter - People, Processes or PC's?
I was recently asked what made a good service experience, was it the people, the processes or the technology? Having given it some thought the answer I came up with was all three.
During my time as the Global CRM Manager for LEGO, I researched the customer relationship management arena with companies who had successfully implemented CRM solutions and those who had spent vast amounts of money but the implementation had been one all mighty failure.
There was a common denominator between those companies whose projects had failed and this was purchasing technology and then trying to get their people and their processes to fit the new systems rather than implementing a system which supported the people and the processes.
In order to be successful in providing service and operational excellence all three components need to work effectively.
Your people are your greatest asset and need to be motivated and skilled to provide good service. They are your frontline to the outside world and in a number of cases the only impression your customers and potential customers will have of your company – training and development will aide your people to provide service excellence.
Your processes need to be effortless and efficient as your people can be as nice as pie to your customers but if the processes are cumbersome and inefficient, this will not be enough – regularly review your processes and preferably using the skills of the people who actually use them.
Your systems need to support the people and the processes – they can aide you in providing operational and service quality but not dictate how your processes or people work. The people your customers talk to and the ease with which it is to do business with you is what the customers care about - your systems need to support rather than lead.
Obviously there are a number of other areas that ensure your business is a success. Clear communication, values that your people can relate to and a mission which everyone strives to achieve but if you take an order of importance of being People, Process and then PC’s it will put you in a stronger position to succeed.
