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You're managing a team in Service Operations. How do you handle the most common challenges?

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Service operations is a dynamic and demanding field that requires effective team management skills. As a leader, you have to deal with various challenges, such as customer expectations, resource constraints, quality standards, and employee engagement. How can you overcome these obstacles and lead your team to success? Here are some tips to help you handle the most common challenges in service operations.

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Manjeet Singh Dua (MSD)

Vice President Service Delivery @ HCL Technologies | MBA in Information Technology (Mentor For Future IT Professionals)
Bhupender Kumar

Assistant Vice President (Service Delivery)
Rajan Khanna

IT Strategy | Information Security | IT Governance | Cybersecurity | IT Infra | End User | Budgeting | Compliance |…

1 Customer Expectations

Customers are the lifeblood of any service operation, and they have high expectations for the quality, speed, and value of the services they receive. To meet and exceed these expectations, you need to understand your customers' needs, preferences, and feedback. You can use tools such as surveys, interviews, and analytics to gather customer insights and measure satisfaction. You also need to communicate clearly and regularly with your customers, and set realistic and achievable service level agreements (SLAs). Finally, you need to train and empower your team to deliver excellent customer service, and reward them for their efforts.

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Bhupender Kumar

Assistant Vice President (Service Delivery)
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The common challenge is to educate support team and understand them the customer expectation, business, their financial /non financial impact. Once these will be cleared, support team would do better.

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Rajan Khanna

IT Strategy | Information Security | IT Governance | Cybersecurity | IT Infra | End User | Budgeting | Compliance | Stakeholder Mgmt | Vendor Mgmt | Procurement | Cloud| CISM | CCNA | IS2 CC | Prince 2 | ITIL | ISO 27k1
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While sync up calls are mandatory but what I have often seen is presenters are not on top of issues which are mentioned in the tracker list... One need to be updated on each and every point and sync up with your teams...track the progress on continuous basis..Find out if there is any issue on which team requires support or their is a need to involve different resources. Make a shout for support if required Work as per the action plan to resolve the issue and have an open forum to discuss the solution rather than taking decisions in silos... Priorities need to be set as per business impact Develop your own and team skills which will make you ready for next level challenges, participate in forums which may give you solutions etc

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Manjeet Singh Dua (MSD)

Vice President Service Delivery @ HCL Technologies | MBA in Information Technology (Mentor For Future IT Professionals)
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Having a daily sync-up call with customer stakeholders is essential for promptly updating them on the events of the past 24 hours and outlining plans for the next 24 hours. This practice ensures that the service provider maintains alignment with the customer and demonstrates a commitment to operational effectiveness. During these sync-ups, it's essential to align expectations from both sides because not only are customer expectations critical, but it's also important for the service provider to share their expectations to drive any customer-dependent initiatives.

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Slava Gorovoy

General Manager | Aftermarket, After-Sales, Service | I Help OEMs Use AI & Big Data to Optimize Supply Chain, Improve Inventory Accuracy by 40% & Accelerate APAC Market Expansion
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AI technology integration and training within my team have brought about tangible improvements in our written communication processes. Thanks to the efficiency that AI-powered tools provide, we've noticed a marked reduction in the time spent on administrative tasks. This has allowed us to redirect our focus toward enhancing the overall customer experience, ultimately leading to greater satisfaction and loyalty. Moreover, our recent trial of using ChatGPT to diagnose and troubleshoot technical faults in our products has yielded promising results. By leveraging AI's capabilities, we were able to quickly identify and address issues, minimizing downtime and maximizing productivity.

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2 Resource Constraints

Service operations often face resource constraints, such as limited budget, time, staff, or equipment. These constraints can affect the efficiency, productivity, and quality of your service delivery. To manage these constraints, you need to plan ahead and prioritize your tasks and goals. You can use tools such as project management software, Gantt charts, and Kanban boards to organize and track your work. You also need to optimize your resource allocation and utilization, and avoid waste and duplication. You can use tools such as lean management, Six Sigma, and Pareto analysis to identify and eliminate sources of inefficiency and variation. Finally, you need to be flexible and adaptable, and adjust your plans and processes as needed.

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3 Quality Standards

Quality is a key factor that influences customer satisfaction, loyalty, and retention. Quality standards are the specifications and criteria that define the expected level of performance and quality of your service delivery. To maintain and improve your quality standards, you need to establish and document your quality policies, procedures, and metrics. You also need to monitor and evaluate your quality performance, and use tools such as quality audits, control charts, and root cause analysis to detect and correct any quality issues. Finally, you need to foster a culture of quality and continuous improvement, and involve your team in quality improvement initiatives.

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4 Employee Engagement

Employee engagement is the degree of commitment, involvement, and enthusiasm that your team members have for their work and the organization. Engaged employees are more productive, creative, loyal, and customer-oriented. To enhance your employee engagement, you need to provide your team with a clear vision, mission, and values. You also need to align their roles and responsibilities with their skills and interests, and provide them with opportunities for learning and growth. You also need to communicate openly and frequently with your team, and solicit their feedback and suggestions. Finally, you need to recognize and reward your team for their achievements, and celebrate their successes.

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Manjeet Singh Dua (MSD)

Vice President Service Delivery @ HCL Technologies | MBA in Information Technology (Mentor For Future IT Professionals)
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Employee engagement is highly important, especially given that the majority of resources are operating within a hybrid environment. The operations leadership needs to establish a daily forum with key operational resources, and a weekly meeting with all staff. This practice aids in maintaining team cohesion and ensuring everyone is up-to-date on achievements, challenges, and customer feedback. Additionally, it provides an avenue for reviewing productivity and continuously assessing skill levels to plan for necessary training sessions.

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5 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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You're managing a team in Service Operations. How do you handle the most common challenges?

1

2

3

4

5

1 Customer Expectations

2 Resource Constraints

3 Quality Standards

4 Employee Engagement

5 Here’s what else to consider

Service Operations

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You're managing a team in Service Operations. How do you handle the most common challenges?

1

2

3

4

5

1 Customer Expectations

2 Resource Constraints

3 Quality Standards

4 Employee Engagement

5 Here’s what else to consider

Service Operations

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