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Last updated on 2024年7月31日

Your business services are in high demand. How do you ensure quality doesn't suffer under pressure?

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As your business services start to soar in popularity, it's critical to maintain the high standards that got you there. The pressure to keep up with demand can be immense, but compromising on quality is not an option if you wish to sustain long-term success. You must be proactive in managing growth, ensuring that your team is equipped to handle the increased workload without dropping the ball. This means investing in training, technology, and perhaps most importantly, a culture that prioritizes excellence over expediency. By doing so, you'll not only meet but exceed client expectations, even as your order book fills up.

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Arindam Dhar

Head of Service and Technical Support
KENECHUKWU MUONEKE

Service Delivery Project Manager at MainOne

1 Prioritize Tasks

When demand spikes, it's essential to prioritize tasks effectively . You should identify which services are most critical to your clients and ensure they receive the attention they deserve. This might mean delegating less urgent tasks or even postponing them if necessary. Prioritization allows you to allocate resources where they're needed most, ensuring that quality remains high for the services that have the greatest impact on client satisfaction and your business's reputation.

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KENECHUKWU MUONEKE

Service Delivery Project Manager at MainOne
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Maintain clear communication channels within your team and with clients. This helps in setting realistic expectations, managing workloads, and ensuring that everyone is aligned on project goals and timelines.

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Tejpal Sohal (PMP, ITIL4, SCRUM)

Regional Manager - IT Services, Support & Operations | IT Service Management
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Scalability and Capacity Planning Robust Quality Assurance Processes Employee Training and Support Effective Project Management Customer Feedback and Adaptation Automation and Technology Clear Communication Channels Resource Allocation and Prioritization Performance Metrics and Monitoring Employee Well-being and Morale Strong Leadership and Decision-Making Redundancy and Backup Plans Cross-Functional Training Customer Relationship Management (CRM) Systems Continuous Feedback and Improvement Loop

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Pervinar G. Quilang

ITIL (Process Improvement Expert) Incident Manager
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I agree, you can based your priorities by impact and urgency that way you can never go wrong which most of Tech industries I know follow this.

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2 Streamline Processes

Efficiency is key when handling high demand for your business services. Streamlining processes can significantly reduce the time and effort required to deliver your services without sacrificing quality. Look for bottlenecks in your current workflows and address them with process improvements or automation. By making your operations leaner, you can handle more work with the same resources, ensuring quality doesn't drop as volume increases.

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3 Invest in Team

Your team is your most valuable asset, especially when demand is high. Investing in their development through ongoing training and support is crucial. This ensures they have the skills and knowledge necessary to maintain service quality under pressure. Additionally, hiring more staff or outsourcing certain tasks can help distribute the workload more evenly, preventing burnout and mistakes that can occur when your team is overstretched.

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4 Gather Feedback

Regular feedback from clients is invaluable for maintaining service quality. It provides a direct line of sight into what's working and what isn't, allowing you to make informed adjustments quickly. Encourage open communication with your clients and create easy channels for them to share their experiences. This proactive approach to feedback can help you nip potential quality issues in the bud before they escalate.

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5 Monitor Metrics

To ensure quality doesn't suffer, you need to monitor key performance metrics closely . These might include turnaround times, customer satisfaction scores, or error rates . By keeping an eye on these indicators, you can spot trends that may signal a drop in quality. Setting up automated alerts for when certain thresholds are crossed can help you take swift action to rectify any issues.

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Arindam Dhar

Head of Service and Technical Support
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Any business has 3 fundamental processes among others. These are Planning, Execution and Monitoring and Control(M&C). While Planning lays down the resource, infrastructure requirements and the deliverables KPI, it is upto the Execution team to meet the KPI targets. Generally good execution teams meet ~90% of their KPI targets. This gap is the difference between good and excellent. M&C comes into play to plug this gap. It is constant analysis of the gap between Plan vs Actual. To plug this gap, actions are shared with Execution team like optimising resources,skill up etc. M&C is continuous process and results should indicate shrinking in gap between Plan vs Actual. As this gap shrinks, the business operations migrate from good to excellent.

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6 Adapt and Evolve

The business landscape is constantly changing, and so are the needs of your clients. To keep up with high demand without compromising on quality, you must be willing to adapt and evolve your services. This might mean updating your offerings, adopting new technologies , or changing your approach based on client feedback and market trends. Staying flexible and responsive to change is essential for maintaining high standards of quality in a dynamic environment.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Your business services are in high demand. How do you ensure quality doesn't suffer under pressure?

1

2

3

4

5

6

7

1 Prioritize Tasks

2 Streamline Processes

3 Invest in Team

4 Gather Feedback

5 Monitor Metrics

6 Adapt and Evolve

7 Here’s what else to consider

Business Services

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Your business services are in high demand. How do you ensure quality doesn't suffer under pressure?

1

2

3

4

5

6

7

1 Prioritize Tasks

2 Streamline Processes

3 Invest in Team

4 Gather Feedback

5 Monitor Metrics

6 Adapt and Evolve

7 Here’s what else to consider

Business Services

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