Delivery Excellence - What it means?

I feel we get confused multiple times in understanding ‘Delivery Excellence’, for me it’s all about “Customer Satisfaction”.?I think the goal of delivery excellence need to be simple – unmatched, best-in-class customer service to have long term relationship.?

That’s why it’s important to understand that ‘Delivery’ isn’t relevant just to those with delivery in their job title. An organisation can only get consistent success in delivery when the entire organisation adapt / involve supporting delivery model and focus on performance goals; a characteristic of an agile organisation (also known as Organisational Agility).

Currently in these unprecedented levels of competition with tech-savvy consumers it’s not enough to only running project deliveries in agile way, whereas it’s essential to build sustainable agility by extending those agile principals across the entire organisation (which is nothing but – An Organisational Agility) to drive better and have all-round performance. And this is an agility as a culture, a mindset, and an operating model; an enhanced way of performing deliveries towards excellence.

In addition to the organisational agility, another important thing for delivery excellence is to have clear, defined – Delivery Model. Here for a simple, robust delivery model, I would like to propose following three key elements:

• Nurturing the right talent with Delivery Skills and Capabilities – To get the best results we need the right people, and for that – training, certification, coaching, mentoring, continual learning should be the priorities for our delivery talent.
• Utilising the right tools and methods for the Next Generation Delivery – The right tools is key to support modern, agile delivery. Our teams need to be equipped to meet ever evolving needs to keep up to speed with industry trends.
• Making the right decisions with Delivery Intelligence – Intelligence underpins delivery excellence. To deliver value it’s important to make informed decisions and take appropriate actions.

Excellence does not have a defined form; it will change along with environment that we operate in. Nearly all organization has ‘Delivery Excellence’ function in one form or the other. But we can say a true delivery excellence organization operates like a ‘Centre of Excellence (CoE)’. What it essentially means, it should have a Strategy, Leadership, Governance, Standardization, Research, Best Practice, Measurements, Resources, Deliverables and Support.