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Its an outsourced operations department. Like a NOC or dispatch organization. The kind of place that needs some internal controls, policies, metrics, standard
by VLM 12y ago
Its an outsourced operations department. Like a NOC or dispatch organization. The kind of place that needs some internal controls, policies, metrics, standards, demarcation points, escalation contacts, something other than "do your best". Observationally this seems to be an operations department without all those features. Once they add those features, they'll either be wildly successful, or no longer profitable, hard to say which.
If you've ever wondered what service would be like at a big company help desk or call center without any rules, well, now you know. Some really good parts, some really bad parts.
- derefr 12y agoRight, the obvious comparison that everyone can understand is a call centre. But, of course, call centre employees (ops employees in general) do the things related to their line of business and which they're trained for. This is slightly different, in that a concierge or administrative assistant does a lot of things they're not trained for, just because it's what the boss/client asks for.
- VLM 12y agoYour analysis is correct at the lower level functions but I was thinking slightly higher level, you are correct there is no scripted procedure for example, ordering a pizza and diet coke, but where is the procedure or policy or anything, to handle "verification that something got delivered" "Follow up with customer to verify he's happy with his delivery" "company wide standards for tipping or including gratuity in the cost" "how to deal with a journalist on the internet complaining" "Documentation and analysis of failures"