I’ll return to normal DK tank bloggin once this interview process is completed, and til then of course our DK tank forums haven’t stopped discussing the latest Blood Cataclysm changes and implicacations.
The job I’m going for is a major upgrade. I feel like I’m doing Ulduar in blues; relying on my experience and skill to win the job, rather than my credentials. Consequently, I’m focused on it, and preparation, and not much else.
I even stuffed up my raid signup for my guild on Thursday night because I’m so single-minded. I thought I’d marked myself unavailable but hadn’t.
One model I thought I’d share with anyone else who’s in services management is below, on productivity. If you pause to think about how your organisation delivers service to its clients, and its interface with the client, you can identify areas which could be improved.
This is a model of how you deliver and create services for your clients. Inputs on the left, the service process itself in the middle, and delivery on the right. The client’s perception of quality is a function of how well your organisation delivers service plus how well you interact with them whilst delivering that service plus your indirect influence on how they deliver services without you.
Many organisations will focus tirelessly on service process items A and less so on B, and even less on C. Also, some neglect the importance of image, and presume the client will just make a fair judgement (but they won’t), so do not adequately manage make the delivery of reports, the polish of presentations or the precision of any organising logistics, for example.
Food for thought. I’ve certainly got this on my mind, as one of many factors, in prep for my interviews.
Model source: Service marketing and management, Gronroos, p245.