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Managing Knock Your Socks Off Service, 3rd Edition by John Bush, Ron Zemke, Chip R. Bell

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12

Making Service Delivery Processes “Happy”

You can take great people, highly trained and motivated, and put them in a lousy system and the system will win every time.

—Geary Rummler

Founding Partner, Performance Design Lab

The Native Americans believed every creation had a soul. A tree possessed a spirit in the same way as a horse, bird, or human being, which engendered a feeling of oneness with nature and a focus on conservation. While the buffalo was killed for its meat and other uses, it was also revered for having a great spirit.

Organizations that create consistently loyal customers look at their service processes in a similar way. While they know, of course, that an order entry process is not “alive,” thinking of it in that fashion—as ...

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