Although agile methods of organizing are often discussed for core functions such as IT or product development, a piece by McKinsey partners Quentin Jadoul, Deepak Mahadevan, and Philippine Risch highlights the methods and benefits of bringing agile methods to service delivery units. Key method include some agile rituals along with de-layering of the organization to empower front-line teams and making roles universal along with broadening skills to reduce hand-overs and create a seamless customer experience. Together these steps can not only empower employees to drive action but also create a setting with expanded learning opportunities. Transforming the delivery team experience to become a powerful learning setting can be important for recruiting and retaining talent and for delivering an awesome service experience.
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