For these days I've been on several service committees within the same all the world talks about process models, service level agreements, operating level agreements, among other sophisticated and complicated terminology, and sometimes causes, see who we are perceived as inefficient bureaucracies organizations. Because ultimately, the customer service promise is not fulfilled and sometimes tend to mask organizations in exotic terms that ultimately break the agreement.
That object is that an organization has documented processes and certifications ISO (that sometimes mistakes certifying organization structure), if the end is in breach of a promise of service? that serve the penalties if I break that promise?.
While management systems help to organize the way they work in a company at the end who decides whether or not their work is who is running the activities documented in the processes and management systems. (What value drivers can be used to move people? - Vision, common indicators, reward systems, etc.
knowledge and good practice information is accessible with the new information technologies, but end the only thing that matters is the will and a "common dream" staff that supports business processes.
Gentlemen, in the end business because our customers are looking for something we can offer with quality. As corporations have a social responsibility to respond adequately to what we promise to our customers.
I think the communication between our teams, awareness of the organization that exists thanks to its customers, and now the great differentiator in technology companies is supported by the provision of service and applied knowledge that makes the organization on the services offered. These elements of success ensure sustainable growth and permanent.
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