The excellence of the service starts from the relative delivery process

Abstract Purpose: This paper aims to demonstrate how the excellence of a service is obtained from the related delivery process. Methodology: This through a detailed examination of the needs and expectations of customers, a careful analysis of the service delivery process, the evaluation of any opportunities offered by the most innovative technological solutions, an assessment of the consistency of the professional skills of the staff involved and the analysis of feedback coming from customers themselves. Findings: The research has highlighted how the excellence of a service is obtained by how the services are designed and delivered but also by the relationship that can be created between the parties involved in the delivery process and the relationship with customers. Furthermore, it is important to define each phase of the service delivery process in order to highlight any waste, inefficiencies, opportunities for improvement. In this way, it is important to identify the moments of intervention, to adjust the skills of the subjects involved through training interventions but also to verify the degree of effectiveness of the interventions adopted. Originality/value: This study aims to demonstrate how to obtain an excellent service starting from the delivery processes of the same and this through an accurate design and analysis of the service delivery process