Operational excellence is the bedrock of any business and it’s very true in the shared services and the outsourcing industry. Your sales force can bring in additional and new clients; however, in order to retain them and to attract even more clients you need to make sure you are providing your customers with superior value. This superior value comes by ensuring that you have an engaged workforce that truly embraces the full meaning of Operational Excellence.
So what’s an engaged workforce for the shared services and outsourcing business? Please allow me to share my personal experience in dealing with this maturing industry by sharing with you the following simple principles, when constantly practiced, leads to an operationally engaged workforce:
- Service comes first in Service business
- Wow your customer ….. always
- Deliver on commitments with a sense of urgency
- Never over promise and under deliver
- Take charge
- …… but ask for help
- No upward delegation
- Complete staff work
- Collaborative versus combative relationship
- Always take the high road
- No finger pointing
- Support employee engagement and team building activities
- Be organized
- Help drive improvement in systems and processes
- Drive a Quality mindset across the value stream
- Adaptability and flexibility to change
- Take ownership of your career and personal development
- Highest level of integrity and ethics
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