Service Delivery Role Accountability Mapping

Effective Service Delivery must be measured in terms of the extent to which an organisation addresses its clients' needs and expectations. Success in this regard will hinge on balancing, aligning, prioritizing and managing the key elements that contribute to these outcomes and ensuring the Service Delivery model is understood and applied by each employee to their everyday activities.

This requires that each employee sees their Function in terms of how it contributes to the overall achievement of the desired Outcomes or Objectives. Even though each Function may contribute in a small and different way, the sum of the individual parts will equal the final result that the client experiences. True empowerment only takes place when each individual understands the purpose of their contribution in these terms along with what is expected of them in terms of performance.

The organisation-wide Role Accountability Map communicates this purpose to each employee and links their daily activities with the overall objectives of the organisation.