190: Red Pill or Blue Pill? The Story of Vandana Thiagarajan and a Mortgage Company's Meteoric Rise

Business Infrastructure - Curing Back Office Blues

As small businesses grow, so does the need for consistency. Your ability to provide value and meet promised deadlines is only as good as the people, tools, and processes you have in place to deliver your goods and/or services.

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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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