Service Excellence - Do You Have the Right Team?

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Customer service presentation at the 2009 MPCA Annual Conference.

Customer service presentation at the 2009 MPCA Annual Conference.

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  • WELCOME & INTRODUCTION Welcome and thanks for viewing this presentation. My name is Theo Gilbert-Jamison with Performance Solutions by Design, AND I am delighted to share a few important tips for enhancing your email communications. <ADVANCE TO NEXT SLIDE>
  • Agenda Review In this session, we will cover: Defining Business Acumen The Five Essential to Building it How to assess your level of business acumen AND applying what you have learned Our hope is that this session sparks your interest and motivation in applying new ways to enhance your business acumen to drive results, and jump start your career aspirations. <ADVANCE TO NEXT SLIDE>
  • Personal Action Plan You might: START by creating a sound strategic plan that will enable your team to support and contribute to the organization’s business objectives. STOP assuming that financial savvy is all you need AND CONTINUE learning all you can by reading leadership books and industry periodicals to stay abreast on current events. <ADVANCE TO NEXT SLIDE>
  • WHAT IS YOUR CORE? What if Service Excellence were your core? When service is your core, every decision you make is more balanced. If service is your core, you will see it as a means to achieve higher profits. Your goals and data will include those things that measure and track service, like customer loyalty and employee engagement or retention. If service is your core, you will treat both your external customers and employees as valuable assets. If service is your core, you will see it as a means to ensure positive growth and expansion into new markets; knowing that higher levels of service will help you maintain a competitive advantage.
  • WHAT IS YOUR CORE? What if Service Excellence were your core? When service is your core, every decision you make is more balanced. If service is your core, you will see it as a means to achieve higher profits. Your goals and data will include those things that measure and track service, like customer loyalty and employee engagement or retention. If service is your core, you will treat both your external customers and employees as valuable assets. If service is your core, you will see it as a means to ensure positive growth and expansion into new markets; knowing that higher levels of service will help you maintain a competitive advantage.
  • WHAT LEVEL ORGANIZATION ARE YOU? At LEVEL 1, the organization has no written Vision Statement, Mission Statement or Standards of Service. It these documents exists, they are most likely in the head of the CEO. When this is the case, the organization needs a “common purpose” to ensure everyone employee (from the top – down) is alignment with the service philosophy and culture of the organization. Without this, it will be difficult for employees to find purpose in their work. LEVEL 1 organizations are also lacking in the following, they have no structured : Recruitment & Selection Process, Training Process, Communication Process, Problem Resolution & Employee Empowerment Process, Performance Management Process, Reward & Recognition Process. Everything appears to be ad hoc.
  • WHAT LEVEL ORGANIZATION ARE YOU? At LEVEL 2, the organization is successful and has some structured processes in place. However, they have no strategy in place to ensure sustainability of these processes. Also, the processes are not linked to the service culture or philosophy and lack meaningful PURPOSE. Subsequently, they may eventually fall by the wayside or off the radar screen. When this is the case, the organization needs an execution strategy link their processes to PURPOSE and create sustainability. LEVEL 2 organizations have no recognizable linkage between their service philosophy and the Recruitment & Selection Process, Training, Communication, Problem Resolution & Employee Empowerment, Performance Management, Reward & Recognition. Therefore, these processes become rout and FUNCTIONALLY driven.
  • WHAT LEVEL ORGANIZATION ARE YOU? At LEVEL 3, the organization is successful and possess good business savvy. The are savvy enough to recognize that only through “continuous improvement” will they maintain the competitive advantage. When this is the case, the organization is searching for ways to prevent The Three Dangers (Compromise, Lack of Accountability, and Inconsistency). Without consistent attention to The Three Dangers, they will slowly slip back to Level 2. LEVEL 3 organizations need intense focus on continuous improvement in their Recruitment & Selection Process, Training Process, Communication Process, Problem Resolution & Employee Empowerment Process, Performance Management Process and Reward & Recognition. At this level, organizations can implement more sophisticated or robust processes like LEAN, SIX SIGMA, MBNA and the like.
  • Based on everything we have talked about today, here are a couple of suggestions for moving forward. <READ SLIDE>
  • CLOSING AND, for more creative tips and resources on increasing your job performance and effectiveness, we encourage you to view our other online workshops. Thank you for viewing this presentation, and have a great day! <ADVANCE TO NEXT SLIDE>

Transcript

  • 1. Retooling for the Future Service Excellence Do You Have the Right Leadership Team to Drive Excellence? Theo Gilbert-Jamison MPCA Annual Conference September 28, 2009
  • 2.
    • Creating a
    • Culture of Service, Performance, and Operational Excellence is a journey, not a destination.
    Do You Have the Right Leadership Team?
  • 3. Do You Have the Right Leadership Team? Service Excellence Customer Loyalty Department Accountability Leadership Development Philosophy, Values & Culture Work Environment & Teamwork Quality/ Continuous Improvement Selection Process Skill & Knowledge The Roadmap to Driving Excellence
  • 4. Do You Have the Right Leadership Team?
    • Learning Objectives
    • Clarify what is necessary to drive excellence
    • Identify your organizational & leadership gaps
    • Outline steps to creating sustainable change
  • 5.
    • Unclear Vision & Mission
    • No Defined Expectations
    • Compromise
    • Lack of Accountability
    • Lack of Alignment
    • Lack of Engagement
    • Inconsistency
    Do You Have the Right Leadership Team? What are your leadership challenges in driving service excellence?
  • 6. Do You Have the Right Leadership Team? Non- Believers Believers Change Agents
  • 7.
    • 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
    Do You Have the Right Leadership Team?
  • 8. Do You Have the Right Leadership Team? The Three Dangers that impede excellence Compromise Lack of Accountability Inconsistency Retooling for the Future
  • 9. Do You Have the Right Leadership Team? Retooling for the Future Exceeding Expectations Compliance and Anticipation Exceeding Standards Accommodating & Flexible Subject Matter Expert Focus on Purpose Customer Loyalty Meeting Expectations Compliance with Needs Meeting Standards Warm & Friendly Competent / Knowledgeable Focus on Function Customer Satisfaction Service Excellence Customer Service
  • 10. Do You Have the Right Leadership Team? Retooling for the Future PATIENT Loyalty PATIENT Satisfaction Personalized Service Defect-Free Product Easy, Effective Problem Solution Process Warm & Friendly Service Continuous Improvement
  • 11. Do You Have the Right Leadership Team? 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 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 Leadership Purpose Leadership Function
  • 12. Do You Have the Right Leadership Team? The Six Principles of SERVICE EXCELLENCE 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 Retooling for the Future
  • 13. Since October 2008 To creating and sustain a culture of service excellence, what have you… Retooling for the Future Do You Have the Right Leadership Team? CONTINUED STOPPED STARTED
  • 14. What is Your Core Processes Data/ Goals Profit Customers Growth Employees Do You Have the Right Leadership Team? Retooling for the Future
  • 15. Service Excellence Processes Data/ Goals Profit Patients Growth Employees Do You Have the Right Leadership Team? Retooling for the Future
  • 16. LEVEL ONE Organizations LEVEL TWO Organizations LEVEL THREE Organizations Do You Have the Right Leadership Team? The Three Levels of Organizational Effectiveness
  • 17. Do You Have the Right Leadership Team?
    • We have no written:
    • Vision
    • Mission
    • Core Values
    • Standards of Service
    • Business Objectives
    Solution: Leaders Need a Common Purpose The Three Levels of Organizational Effectiveness Level 1 Level 2 Level 3
  • 18. Do You Have the Right Leadership Team? We are a successful organization with a defined service philosophy. However, we have no strategy for creating a culture of service and performance Excellence.
    • Appropriate Interventions:
    • Customer/Employee Sat. Surveys
    • New Employee Orientation
    • Re-Orientation through SEW & LTK
    • Organizational Alignment/Line Ups
    • Service Excellence Scorecard
    Solution: Leaders Need an Execution Strategy to ensure consistency The Three Levels of Organizational Effectiveness Level 1 Level 2 Level 3
  • 19. Do You Have the Right Leadership Team? We are a successful, savvy organization. However, we have no process for sustaining a culture of service and performance excellence.
    • Appropriate Interventions:
    • Focus on The Three Dangers
    • Service Excellence Audit
    • Problem Resolution & Empowerment
    • Quality Management
    • The Leadership Academy
    Solution: Leaders need a sustainable process to ensure accountability The Three Levels of Organizational Effectiveness Level 1 Level 2 Level 3
  • 20.
    • The Level One Leader
    Do You Have the Right Leadership Team? Processes Purpose DISCONNECT
    • Limited exposure to new thinking - close minded to change
    • No articulated purpose – functionally driven
    • Intimidated by challenge
  • 21.
    • The Level Two Leader
    Do You Have the Right Leadership Team? Processes Profit Growth Purpose STRUGGLE
    • Some exposure to new thinking - open minded to change
    • Understands purpose – but finds it difficult to balance with function
    • Willing to accept challenge, but to a limit
  • 22.
    • The Level Three Leader
    Do You Have the Right Leadership Team? Processes Profits Growth Purpose BALANCE
    • Fully exposed to new thinking – not intimidated by change
    • Understands their purpose – Prioritizes to ensure balance between function & purpose
    • A maverick – excited by the challenge
  • 23.
    • Is your Service Philosophy?
    • Known
    • Clearly Understood
    • Relevant
    • Aligned
    • Discussed
    • Acted On
    • Measured
    Do You Have the Right Leadership Team? Creating a Culture of Service Excellence has a Trickle Down Effect Senior Leadership Managers Supervisors Employees
  • 24.
    • Our “WOW” Checklist
    Do YOU Have the Right Leadership Team? Our Patient feels well served Our Front Desk Receptionist is efficient yet unhurried and sensitive to the patient needs Our Front Desk Receptionist offers a personalized service or recommendations Our Front Desk Receptionist exhibits a sincere desire and compliance to all patient requests Our Front Desk Receptionist uses patient’s name at least once prior to closing Our Front Desk Receptionist clearly provides their name and offers assistance Our Front Desk Receptionist stands up, provides a warm, sincere, smiling welcome The Patient Experience
  • 25. Do You Have the Right Leadership Team?
    • To improve, what must you…
    • START
    • STOP
    • CONTINUE
    Retooling for the Future
  • 26.
    • What’s the Next Step
    • Assess your team
    • Determine your Gaps
    • Devise a plan for Improvement
    • Involve and Empower your employees
    • Be a Role Model for Excellence
    • Create a Work Environment that Makes “Service Excellence” Sustainable , not a program of the month
    • Do not Compromise – be Consistent
    • Remember…There is No Excuse for substandard service!
    Do You Have the Right Leadership Team? Vision/Mission Business Goals Service Standards Intervention & Learning Strategy Organizational Alignment Measurement & Leadership Accountability Retooling for the Future
  • 27. Do You Have the Right Leadership Team? Thank You! For More Information Visit Our Website Today www.psbydesign.com Copies of Theo’s books can be purchased through Amazon.com