Zappos, the online retailer threw out all metrics for its Customer Service Organization. Customer service representatives stayed with a customer on the phone, till they are happy, even if it takes hours and hours. Throws out all kinds of Six Sigma variation reduction goals out of the window. But that’s exactly what helped them build a new company in the midst of hundreds of other competitors and helped sell their company for billions to Amazon!
Check this article out about their now, legendary service! - Expediting delivery of WOW customer service Zappos Style.
Advanced Decisioning for Process Excellence is an excellent article by James Taylor that argues that for process excellence incorporating flexibility and advanced decisioning in people, helps reduce process complexity and make them simpler.
He says that processes become convoluted, complex and difficult to manage just because they don’t incorporate complex decision making capabilities with the people doing the process.
Brings us back to empowerment also. In addition to having the knowledge about how decisions could be made by people, they also need the power to make those decisions and make them stick. If the customer is on the phone and wants a full refund, throwing that person into another part of the process where another person may be involved in that decision just aggravates the customer. If that person is empowered to make those kinds of decisions themselves without any kind of authorization from anybody else, that makes the process a lot simpler and wins a customer for life, possibly, and also word of mouth recommendations from that person.
However, many automated parts of processes with rule engines and such may not have this flexiblity and so while they may be efficient in execution, they may not have the same effectiveness of a person satisfying a customer and increasing word of mouth sales.
Do the right thing. It will gratify some people and astonish the rest - Mark Twain
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