Process Approach in Operations

Best Practice / Change and Organization

Process Approach in Operations
Niraj Pant , Manager, India

Customer centered Service Organization

A service organization needs to be process driven and simultaneously needs to empower the frontline workers otherwise the moments of truths, the situations that need immediate redressal, will go unattended. In India, most of the service organization for various reasons don't empower the frontline. The decision making is centralized, and it is more so in the family driven organizations which abound in the healthcare sectors. The frontline, in absence of it being empowered, more often engages itself in shoring itself out of repeated troubles that it keeps landing into. And the customer service suffers and a cycle of adverse word of mouthing goes on and the organization going downhill in longrun. Therefore, there is a need in service industry to define the processes for achieving the end of servicing the customers and empowering the frontline. It needs to be accompanied by a flat structure in the organization. The service failures when happen, need to be immediately followed by Service Recovery. The organization also needs to go back to the drawing board to find out as to how, why and where did the process fail. In case of Type A and B errors when occurring beyond the acceptable range need to be followed by Process Review, and if necessary the Process Revision.

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