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Organization Maturity: Reaching Level 4 (Delivery Management)


For reaching Level 4 in the Disruption Selling Maturity Model the Disruptor’s organization must evolve accordingly. Upon the closure of a contract, the Disruptor's responsibility shifts to the delivery of the promised product or service. This pivotal phase is owned and orchestrated by skilled Delivery Management overseeing a multifaceted approach. Here's an in-depth look at the various dimensions of Delivery Management:


Coordinating Logistics: At the core of successful delivery lies strategic logistics management. This involves meticulous planning and execution of transportation, storage, and distribution logistics. From scheduling to resource allocation, and ensuring the availability of essential tools and equipment, every aspect is intricately coordinated to streamline the delivery process.


Order Processing: Overseeing the entire lifecycle of an order is paramount. This encompasses everything from order entry and validation to final confirmation, ensuring accuracy and efficiency at every step.


Ensuring Resource Availability: The Delivery Manager remains vigilant in monitoring the availability of crucial resources. Whether it's skilled personnel, specialized equipment, or essential materials, maintaining adequate resources is imperative for smooth operations.


Quality Assurance: Adherence to quality standards is non-negotiable. The Delivery Manager ensures that every product and service meets predetermined quality benchmarks and aligns seamlessly with customer expectations.


Compliance Management: Navigating through a myriad of legal and regulatory requirements is part of the delivery landscape. From customs and safety standards to industry-specific certifications, compliance is thoroughly overseen to avoid any potential hurdles.


Customer Communication: Transparency and timeliness in communication are key pillars of customer satisfaction. Providing accurate information regarding orders, including estimated delivery times and addressing any potential delays, fosters trust and reliability.


Issue Resolution: Challenges are inevitable, but proactive resolution is essential. Whether it's integration complexity, issues with data migration, or incompatibility with the existing environment, the Delivery Manager swiftly addresses and resolves any issues that may arise during the delivery process.


On-site Service Delivery: For service-oriented deliveries, managing the on-site phase is crucial. This involves seamless coordination with clients, tackling unexpected challenges, and ensuring that the service is executed to the client's utmost satisfaction.


Performance Analysis: Metrics-driven insights form the backbone of continuous improvement. The Delivery Manager meticulously analyzes key performance indicators (KPIs) such as on-time delivery rates, delivery accuracy, and customer satisfaction scores to refine and optimize the delivery process.


In essence, Delivery Managers serve as the linchpin of successful delivery operations, orchestrating a harmonious blend of logistics, communication, and quality assurance to ensure a seamless customer experience.


An excellent example is how AWS customers were supported by what was called Technical Account Manager (TAM) at the time. They were supporting customers with the aspects described above, in preparation as well as during important events. This included support for go-live, war rooms, migration, reporting SLAs, escalation management and cost optimization.

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