I've been thinking a lot about how to approach the problem of the different in service level expectation from East Sales and West Sales director. I'm pretty confident that this is part of the reason OM rep left.
First, they are the ones that are actually bringing in PO's. So the Ops team recognize that their importance. However, it's also natural to compare their style.
East - has nothing but complaints of the Ops SLA. Announces sales with a tagline "may need Jun onsite". This means it's a rush. This means Ops need more info from you to process this request.
West - Says that it's always been good service. When she submits rush orders, she practically has the config form filled out already. And she actually checks with Ops to get a good confidence level and sets expectations with the customer.
Note that the same team is servicing both directors.
I think I'll email East and explicitly outline the differences in her interaction with Ops vs West, and tell her that it's not helping the team.
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