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Culture of Service, Performance, and Operational Excellence is a journey, not a destination.
Do You Have the Right Leadership Team?
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
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.
Do You Have the Right Leadership Team?
Do You Have the Right Leadership Team? The Three Dangers that impede excellence Compromise Lack of Accountability Inconsistency Retooling for the Future
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
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
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
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
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
What is Your Core Processes Data/ Goals Profit Customers Growth Employees Do You Have the Right Leadership Team? Retooling for the Future
Service Excellence Processes Data/ Goals Profit Patients Growth Employees Do You Have the Right Leadership Team? Retooling for the Future
LEVEL ONE Organizations LEVEL TWO Organizations LEVEL THREE Organizations Do You Have the Right Leadership Team? The Three Levels of Organizational Effectiveness
Solution: Leaders Need a Common Purpose The Three Levels of Organizational Effectiveness Level 1 Level 2 Level 3
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.
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
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.
Focus on The Three Dangers
Service Excellence Audit
Problem Resolution & Empowerment
The Leadership Academy
Solution: Leaders need a sustainable process to ensure accountability The Three Levels of Organizational Effectiveness Level 1 Level 2 Level 3
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
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
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