Publisher's Synopsis
The goal of every business is simple: Increase Customer Satisfaction, Generate More Revenue, and Maximize Profits.Achieving this goal in today's challenging and turbulent economic conditions has become increasingly difficult. Businesses responding to competitive threats, technology changes, financial constraints, and demanding end users, are under enormous pressure to implement change. The pressures are further compounded as the businesses deal with a dissatisfied and disconnected workforce, inadequate management and governance systems, ineffective processes, and technology & tools prone to failures.These additional pressures are resulting in significant enterprise outages which are impacting revenues, causing perception issues and reputational damage, employee and customer attrition, and additional spend on new technologies, consulting services, and transformational projects.As challenging as the task is to deal with the complex nature of business today and address the variety of employee and customer needs, the rise in the operational issues has moved beyond a distraction to posing a great threat. The Journey to a Unified Delivery Model - A Framework for Optimizing Operational HealthChecks is designed to help you in objectively evaluating your Organization's operational performance relative to a set of baseline targets. The Operational HealthCheck takes a strategic approach to enable the Organization to review the efficiency, effectiveness, and execution of its teams at a high level, identify strengths, highlight areas of risk and opportunity, compare against world-class best practices and facilitate the shift left strategy.The Operational HealthCheck is based on the M3 Framework. The framework focuses on Operational Management, First Line Management, & Upline Management Systems, combined with the E3 - Employee Engagement, Enablement, & Empowerment Systems. The management and employee dimensions aim to strike the right balance between establishing employee engagement initiatives, management and governance systems, processes, and technology & tools. The framework has been developed over the course of 19+ years of global experience, leveraging work at 50+ clients across numerous industries and countries. The assessment, implementation, and optimization of the framework will lead to better engagement and enablement of the employees, resulting in improved employee satisfaction, productivity, efficiency, and overall loyalty to the organization - leading to better business outcomes. Establishment of robust management and governance systems which will ensure the necessary oversight is in place and all activities are aligned with the organizations' goals and objectives. Moreover, the establishment of proven processes, technology, & tools which will ensure the system will be capable of delivering the expected results.Regardless of the business your organization is in, or the speed at which technology is changing, the framework will help you to understand the way you are managing your customers, your people, and your business.
