Internal challenges
Customer Perspective
For clients, their people are the most important asset. While for the service providers, the very meaning of `Service’ is embedded in their people who are the interface to the client, explains Vinay.
“The daily service delivery, hence, is a dynamic concept of interactions and experiences. This poses a challenge to initiate as well as to implement a change in the service provider. It ranges to many aspects of business – the way the daily routines are maintained, the manner in which the invoices are submitted and the support supporting given to that the sequence of checking and follow up.
FSP perspective
“For the FSP as well, it is a new way of entry or training and at times, new range of consumables and machines or new set of people to deal with. The demands from the internal departments for tasks completion, timelines, method in which to do it, dates for attendance, invoices, submission – everything is a little or more different for each new customer. We do remember a particular service provider who used to crave, and at the same time, cringe from the thought of new customer. With good reasons probably.
External Challenges
Customer Perspective
“We can hardly imagine a client who, in turn, does not have visits from their clients – the end customer e.g. for a hotel as a customer to the FSP, the guests staying are the end customers. The SOPs laid down to attract, impress and please these end customers is in itself, an ever-changing process. The means to deliver them is through another system of the service provider and this change is feeding to the inertia. Apart from this, there are many external licenses, registrations involved which have to be done anew. The other part is the on-site trainings, drills, the specifics of the site and do’s and don’ts need to be shared, implemented with the new set of people.
FSP Perspective
“The similar sets of licenses, registrations exist for the FSP. It also entails deploying the bench-strength and recruitment, training of the new team. The logistics of supplies and monitoring is different and has its own challenges. There are dealings with a new system with unknown challenges waiting to unfurl with the operations starting at a new site.
These four factors, intertwined with the regulatory bodies and authorities, pose a formidable challenge for the inevitable change taking place. However, the fact is, the two parties involved here – the customer and the service provider, both have equally pressing needs economically, ecologically, politically and socially, that they work in tandem and deliver a superb performance. We do hope to grasp the gamut of activities, number of entities involved would really impress the change masters! Both the teams, however, only emerge stronger, more innovative in so doing, so all the best!
