The relationship between operational excellence and performance support is key when it comes to effective service delivery and management.

Operational excellence ensures that service operations are highly effective and efficient. It focuses on maximising resources, increasing quality and reducing risk. Performance support helps to ensure that employees are provided the training, information, and tools they need to succeed as an individual contributor. That may range from specialised product training, to system access, to the right tools or people to support service operations.

Effective service delivery and management requires these two components to work together to deliver quality results and create a positive customer experience. The operational excellence portion ensures that the organisation is running efficiently and at peak performance. This includes making sure the right processes, technology and resources are in place. The performance support portion provides training and resources to ensure that employees can deliver quality results. 

At the heart of operational excellence lies the development of effective processes and procedures, as well as ensuring these are optimally executed. This includes a focus on quality assurance, capacity and availability, as well as leveraging data-driven decisions for continued improvement. 

Performance support, on the other hand, focuses on providing resources and guidance to ensure employees are supported and setup for success. Through offering training materials and real-time feedback and coaching, performance support ensures that employees have the tools they need to make better decisions. It also serves to standardise and optimise workflows by establish good practices.

Organisations need to ensure that both operational excellence and performance support measures are maintained over time. It’s important to evaluate and improve processes, technology and training regularly to stay ahead of customer and organisational needs. Additionally, feedback should be actively sought and used to adjust service delivery and management processes as needed.

This is where effective service management plays a key role. Service Delivery Managers are responsible for building bridges between teams and promoting a holistic approach to service delivery, which includes optimising service designs and execution.

Operational excellence and performance support are crucial components to effective service delivery and management. Without these, organisations can easily become overwhelmed, impacting performance, customer satisfaction and trust. Organisations that successfully blend operational excellence, performance support and effective service management practices can create an excellent customer experience and ultimately support the business’ goals and objectives.

The relationship between #operational excellence, #performance support and effective #service management is clear. They combine to form a powerful force when it comes to achieving greater customer satisfaction and driving long-term #success.