Upload
mark-thompson
View
601
Download
0
Embed Size (px)
DESCRIPTION
Citation preview
In-House Service Excellence Training
Implement ~Monitor ~Maintain
How to develop effective in-house service excellence
training - Step 5
ImplementMonitor Maintain
Identify service needs and
expectations
AssessService
performance gap
Identify reasons for performance gap and options for interventions
Select and develop
interventions
Implement ~ Monitor ~ Maintain
“If you fail to plan, you plan to fail“
Implementation can be broken down into three main phases: planning, execution and support.
Planning
Begins early in the process
On effective approach is to create a time and action calendar
Execution
Pay attention to details
Create checklists
Support
Support for both the implementation and targeted employees (performers).
Success rate is improved with project champions and supporters
Monitor & Maintain
Performance must be monitored because of the changing workplace
environment
Valid metrics are required to monitor performance and business results
How to develop effective in-house service excellence training - Summary
Identify service needs
and expectations
AssessService
performance gap
Identify reasons for
performance gap and
options for interventions
Select and develop
interventions
ImplementMonitor Maintain
References & Recommendations
In-House Service Excellence Training programs may be based any one or a combination of performance success models. Many of the concepts and principles in this program are adapted from a model developed by H. Stolovitch. We recommend reading Training Ain’t Performance by Stolovitch and Keeps for more information about the model.