In this competitive environment, the new age customers have become more demanding in terms of quality service and cost effective on-time service delivery. Today s acceptable level of service may not satisfy tomorrow s customer. The customers expectations are changing dramatically. During the past few decades, the services industry has been facing huge challenges due to technology revolution, increasing customer expectations, frequently changing customer needs and the dynamic market scenario. The service organizations need better customer management, resources, systems and flexible workforce to satisfy the customer. Due to technology revolution and customer demand, the service organizations are trying to reach customers through different channels to satisfy them. They are facing challenges in improving operational efficiency and reducing costs without negatively impacting customer service. In the cut-throat competition of today s business world, organizations are increasing the targets in their service level agreements in order to increase bottom line and expand the market share. To meet these challenges, service organizations are implementing service delivery management (SDM). Service delivery management can facilitate better customer satisfaction, decrease operational cost and increase service system reliability and flexibility. Service delivery management is an innovative business model for optimizing important factors of services, including customers, assets and workforce. SDM business model provides the service organization with a method of delivering superior service to customers continuously and also reducing the operating cost of the organization. Service delivery management requires a great degree of organizational commitment because it involves changing the organizational culture and implementing new technology.
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