How Does RMOS™ Connect People and Process in Service Delivery?
Use RMOS™ to align roles, workflows, and governance so service teams know what to do, when to do it, and how to measure impact on customer outcomes.
RMOS™ connects people and process in service delivery by providing a structured operating system for how teams plan, execute, and measure work. It defines clear roles and responsibilities, standardizes service workflows and playbooks, and links them to data, technology, and dashboards. The result: employees know what “good” looks like in every interaction, processes are repeatable, and leaders can see how service delivery drives revenue and customer outcomes.
What Matters When RMOS™ Connects People and Process?
The RMOS™ Playbook for Service Delivery
RMOS™ gives you a repeatable way to connect people and process across the customer lifecycle—from marketing promises to day-to-day service interactions. Use this sequence to make it real.
Discover → Define → Design → Enable → Orchestrate → Measure → Improve
- Discover how service is delivered today: Map current service journeys, roles, and workarounds. Capture frontline and customer feedback to understand where people and processes are misaligned.
- Define service outcomes and RMOS™ pillars: Clarify the service outcomes you want (experience, efficiency, revenue) and how they connect to RM6™ dimensions like people, process, technology, and data.
- Design future-state workflows and roles: Use RMOS™ to create standard service workflows, handoffs, and RACIs that describe who does what, when, and in which system at each stage of the journey.
- Enable people with playbooks and tools: Build role-based playbooks, knowledge assets, and in-tool guidance so employees can execute the new processes confidently and consistently.
- Orchestrate across teams and channels: Align marketing, sales, and service motions in RMOS™ so offers, messages, and interventions show up at the right time in the right channels for customers and employees.
- Measure performance with shared dashboards: Connect service KPIs—such as response time, resolution, NPS, and renewal—to revenue marketing dashboards so leaders see how service delivery drives growth.
- Improve continuously: Use RMOS™ governance to review results, prioritize improvements, and update playbooks and processes so your operating system evolves with the business.
RMOS™ Service Delivery Maturity Matrix
| Capability | From (Disconnected) | To (RMOS™-Enabled) | Owner | Primary KPI |
|---|---|---|---|---|
| Service Operating Model | Service work defined locally by teams | Codified RMOS™ model linking service roles, journeys, and governance | Executive Sponsor / CX | Clarity of roles & responsibilities |
| Process & Playbooks | Tribal knowledge and one-off documents | Standardized, version-controlled playbooks aligned to RMOS™ and RM6™ | Service Leadership / RevOps | Playbook adoption rate |
| People & Enablement | Generic training, limited coaching | Role-based enablement tied directly to RMOS™ processes and KPIs | Enablement / HR | Time-to-proficiency |
| Technology & Data | Disconnected tools and incomplete data | Integrated platforms and data model that support RMOS™ service workflows | IT / RevOps | Data accuracy & system adoption |
| Metrics & Dashboards | Functional reports with limited visibility | Unified dashboards connecting service delivery to revenue marketing metrics | Analytics / RevOps | Service impact on revenue KPIs |
| Governance & Continuous Improvement | Ad hoc problem solving | RMOS™ governance cadence with clear decision rights and prioritized backlogs | RMOS™ / Rev Council | Time to resolve systemic issues |
Client Snapshot: RMOS™ in Action for Service Delivery
A global provider used RMOS™ to redesign lead management and downstream service processes, aligning marketing, sales, and service around shared workflows and dashboards. By connecting people, process, and platforms, they accelerated response times, improved customer experience, and unlocked new revenue. To see how disciplined operating models drive outcomes at scale, explore the Comcast Business case study.
When RMOS™ connects people and process in service delivery, you get more than consistency—you get a living operating system that links every interaction back to your revenue marketing strategy.
Frequently Asked Questions about RMOS™ and Service Delivery
Make RMOS™ the Engine of Your Service Delivery
We’ll help you apply RMOS™ so people, process, and platforms work together—and service delivery becomes a measurable driver of revenue.
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