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HSBC
Service delivery


Gap analysis:
HSBC vs all-vendor average
9 service elements in service delivery
Accuracy/Timeliness
Responsiveness
Competence
Adequacy
Ease of use
Scope

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Query tracking tool
Technical knowledge
Professionalism
Aligned service team
Knows & supports client
Supports client change
Supports client growth
Proactive new business transition
Measure service delivery


     




Service element and measure
Gap
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