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This is a copy of the webinar presentation for the Georgia Chamber of Commerce (Sept. 2012)
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Creating & Sustaining A Culture of Service Excellence
Creating & Sustaining a Culture of Excellence
THEO GILBERT-JAMISON • Chief Executive Officer of Performance Solutions by Design,
a consulting firm headquartered in Atlanta, Georgia that helps organizations across all industries create and sustain a culture of service excellence.
• Author of the popular leadership book The Six Principles of Service Excellence (published in 2005), and co-author of The Leadership Book of Numbers (published in 2008 & 2012).
• Prior to launching Performance Solutions by Design in 2003, Theo was Vice President of Training & Organizational Effectiveness with The Ritz-Carlton Hotel Company where she enjoyed a successful 17 year career.
• Key contributor, instrumental in implementing and sustaining quality processes and systems companywide that led to The Ritz-Carlton Hotel Company’s unprecedented Malcolm Baldrige National Quality Awards in 1992 and 1999.
• Works closely with diverse leadership groups and organizations, ranging from automotive, legal and financial services, to education, hospitality, healthcare, and retail.
The customer is the most important visitor on our premises.
He is not dependent on us. We are dependent on him.
He is not an interruption of our work. He is the purpose of it.
He is not an outsider of our business. He is part of it.
We are not doing him a favor by serving him.
He is doing us a favor by giving us the opportunity to do so.
--Mahatma Gandhi
Opening Quote
WHAT WE WILL COVER • The Foundation for Creating
& Sustaining a Culture of Service Excellence
• The Six Principles of Service Excellence Overview
• Creating an Action Plan to Drive Excellence
Creating & Sustaining a Culture of Excellence
OPENING QUESTIONS • What challenges are you
facing in creating and sustaining culture of service excellence? (for internal & external customers)
• What would you like to gain from this session?
Creating & Sustaining a Culture of Excellence
Non- Believers (Disengaged)
Believers (Engaged)
Change Agents
(Fully Engaged)
Levels of Employee Engagement
Basic Service vs. Excellent Service
EXCELLENCE SERVICE
• Competent
• Friendly
• Timely
• Listening
• Clear Communication
• Passion
• Empathy / Compassion
• Relationships / Engagement
• Anticipatory / Proactive
• Sense of Urgency
• Exceeding Expectations
The Three Dangers That Impede the Achievement
of Service Excellence
Compromise Lack of Accountability
Inconsistency
Creating & Sustaining a Culture of Excellence
SERVICE EXCELLENCE
Customer Loyalty
Department Accountability
Leadersh
ip
De
velop
men
t
Wo
rk E
nvi
ron
men
t &
Tea
mw
ork
The Roadmap to Sustaining Service Excellence
THE ROLE OF LEADERSHIP…
• What is the definition of SERVICE EXCELLENCE?
• Is high CUSTOMER LOYALTY important to your organization? If no, why? If yes, what is necessary for your organization to achieve high Customer Loyalty?
• Is EMPLOYEE ENGAGEMENT linked to service excellence? If no, why? If yes, what does it take to create fully engaged employees?
• What is the PURPOSE of leadership in your organization?
Creating & Sustaining a Culture of Excellence
CUSTOMER SERVICE SERVICE EXCELLENCE Meeting Expectations
Compliance with Needs
Meeting Standards
Warm & Friendly
Competent / Knowledgeable
Focus on Function
Customer Satisfaction
Exceeding Expectations
Compliance and Anticipation
Exceeding Standards
Accommodating & Flexible
Subject Matter Expert
Focus on Purpose
Customer Loyalty
Customer Service vs. Service Excellence
CUSTOMER LOYALTY
CUSTOMER SATISFACTION
Defect-Free Product/Service
Warm & Friendly Staff
Easy, Effective Problem Solution
Process
Personalized Service
Continuous Improvement
Customer Satisfaction vs. Loyalty
EMPLOYEE ENGAGEMENT
Service Excellence cannot be achieved without PEOPLE! They must clearly understand:
• PURPOSE – What is my purpose?
• ROLE – What is expected of me?
• ACTIONS – What must I do?
• SYSTEMS – What processes are in
place to make me successful?
Employee Engagement & Driving Excellence
Curt Coffman Employee Engagement Global Practice Leader
The Gallup Organization
“We’re running as an economy at 30 percent
efficiency”
Only 3 out of every 10 employees
Only 30 out of every 100 employees
….are working at their highest potential
LEADERSHIP FUNCTION LEADERSHIP PURPOSE • Manage and oversee department or
division operations
• Operate within budget
• Hire and manage employees
• Attend meetings
• Control costs and waste
• Maintain and improve worker productivity
• Handle internal/external conflict
• Complete reports
• Maintain safe work environment
• Inspire, lead and motivate employees to achieve greater goals
• Set the vision and mission for the department or division
• Be a mentor, coach and role model
• Ensure the team is aligned around a common purpose
• Provide direction, praise and recognition for a job well done
• Develop the skill and talent of their team
Leadership Function vs. Purpose
Creating a Culture of
SERVICE EXCELLENCE has a Trickle Up Effect
Senior Leadership
Managers
Supervisors
Employees
Creating & Sustaining a Culture of Excellence
Your role as a Leader is to ensure that your service philosophy is:
– Known
– Clearly Understood
– Relevant
– Aligned
– Discussed
– Acted On
– Measured
THE SIX PRINCIPLES OF SERVICE EXCELLENCE Where are Your Gaps?
Creating & Sustaining a Culture of Excellence
Senior Leadership Alignment & Accountability
Principle 6 Measurement &
Leadership
Accountability
Principle 5 Organizational
Alignment
Principle 4 Intervention &
Learning
Strategy
Principle 3 Service
Standards
Principle 2 Business
Objectives
Principle 1 Vision and Mission Statement
The Six Principles of Service Excellence
The Six Principles of Service Excellence is a comprehensive approach to effectively improving the work environment, employee performance and the service experience for
your customers all in one initiative.
Level I CREATES THE BASIS FOR
THE CULTURE
Level II CREATES THE BASIS FOR
SUSTAINABILITY
Level III CREATES THE BASIS FOR
CREDIBILITY
Vision/Mission
Business Goals
Service Standards
Intervention & Learning Strategy
Organizational Alignment
Measurement & Leadership Accountability
The Three Levels of Organizational Effectiveness
Senior Leadership Alignment & Accountability
Principle 6 Measurement &
Leadership
Accountability
Principle 5 Organizational
Alignment
Principle 4 Intervention &
Learning
Strategy
Principle 3 Service
Standards
Principle 2 Business
Objectives
Principle 1 Vision and Mission Statement
The Six Principles of Service Excellence
Where are your Gaps?
Strategy
Intelligence
STEP 1
Clearly Define
STEP 2
Involve Staff
STEP 3
Integrate
STEP 4
Measure
STEP 5
Recognize & Coach
The 5 Steps to Employee Accountability
Principle 6: Measurement & Leadership Accountability
Level I CREATES THE BASIS FOR
THE CULTURE
Level II CREATES THE BASIS FOR
SUSTAINABILITY
Level III CREATES THE BASIS FOR
CREDIBILITY
Vision/Mission
Business Goals
Service Standards
Intervention & Learning Strategy
Organizational Alignment
Measurement & Leadership Accountability
The Three Levels of Organizational Effectiveness
EXCELLENCE = (Utilization of the Six Principles)
Note: Service Excellence
cannot be achieved without these five basic elements!
Alignment
+
Consistency
+
Accountability
+
Teamwork
+
Empowerment
Creating & Sustaining a Culture of Excellence
START STOP CONTINUE • Balancing Function with
PURPOSE
• Holding my team accountable for driving excellence
• Responding to my customers (internal/
external) with a greater sense of urgency
• Assuming my actions and behaviors don’t impact Service Excellence
• Allowing compromise
• Ignoring unacceptable behavior
• Exemplifying the Service Philosophy of my organization
• Demonstrating the same level of service excellence with internal and external customers
Personal Commitment to Excellence
Applying What You Have Learned
“The Greatest Danger for most
of us is not that we aim too high
and we miss it, but we aim too
low and reach it.”
--Michelangelo
Creating & Sustaining a Culture of Excellence
Thank You! For More Information Visit Our Website Today
www.psbydesign.com / Telephone (770) 860-0198
Creating & Sustaining a Culture of Excellence
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