Service delivery of any nature is all about capability.

• Capability of the team that will be in place.
• Capability of your business to deliver on the promises that were made.
• Capability of being able to stand over any key performance indicators or service level agreements.

Service delivery is all about people first, process and procedure second.

• People will deliver the work required to time and quality.
• People will engage with the customer and make them feel appreciated (or otherwise).
• People make the project work or fail.

Processes and procedures simply enable projects and services to be delivered according to a particular standard and with consistency – provided the people are up to the task at hand.

Service delivery is about the customer.

• The customer needs to appreciate what is being delivered.
• The customer is the one that will give you a reference next time that you are looking for one.
• The customer is the person that pays you once the job is done.

Without a satisfied customer this time and every time, you have no service delivery business.

Service delivery is internal organisation

• Service delivery is about having the right infrastructure to deliver those services correctly.
• Service delivery is not about skimping on investment to save now – you will get burned in the future.
• Service delivery is about being able to measure and improve your offerings.

The key word in service delivery is service.

Service implies that something is going to be delivered in a certain way.

Service implies a degree of excellence. Deliver it and the sky is the limit.

While price obviously defines that level of service, there is nothing to stop anyone delivering that service “excellently” for the price that is paid for it.

What are your thoughts? What consideration do you give to “service” when delivering your business services to your customers?

Photo: John Stockton