Business Infrastructure - Curing Back Office Blues
Business:Entrepreneurship
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A Service Delivery Blueprint describes how you provide goods and services to your customers. Once defined, it enables consistency in your customer order-to-delivery process without compromising quality. It also affects how customers and vendors experience your business. It’s one of the seven elements of the Kasennu framework for business infrastructure.
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This episode features the story of Vandana Thiagarajan, one of three co-founders of a promising real estate upstart in New York. They also work as the mortgage talent on a reality TV show. Lately, she’s been shouldering most of the responsibility at the expense of missing client deadlines.
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Torn between growing the business or pursuing the TV show, she describes her decision as choosing between taking the red pill or the blue pill. A consultant shows her how to create a Service Delivery Blueprint to pinpoint the source of quality issues so that they can keep their promises of a fast loan processing time.
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🔗 Behind the Façade Book: https://www.eqbsystems.com/podcast/190-red-pill-or-blue-pill-the-story-of-vandana-thiagarajan-a-mortgage-companys-meteoric-rise
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073: Wes Graham's Primer on Process Improvement
072: Gifford Pace's Inventory Management Process
071: Damon Burton's Scaling with Quality Control Process
070: Mariela Dabbah's Building an Alliance Process
069: Calvin Williams' Service Delivery Process
068: Anne Sugar's Hiring to Scale Process
067: Trace Blackmore's Documenting SOPs Process
066: Diana Wu David's Pricing Process
065: Jason Smith's Sales Synergistics Process
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060: The One Thing You Need to Know About Mental Health & Entrepreneurship - Silke Glaab
059: The One Thing You Need to Know About Finding Your Voice - Josh Cary
058: The One Thing You Need to Know About Data Privacy - Jodi Daniels
057: The One Thing You Need to Know About Conscious Capitalism - Corey Blake
056: The One Thing You Need to Know About Podcasting - Doug Sandler
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