Service Excellence - Do You Have the Right Team?

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

Creating a
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

Learning Objectives
Clarify what is necessary to drive excellence
Identify your organizational & leadership gaps
Outline steps to creating sustainable change

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?

Do You Have the Right Leadership Team? Non- Believers Believers Change Agents

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? 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

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

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

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

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

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

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

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

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

To improve, what must you…
START
STOP
CONTINUE
Retooling for the Future

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

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

Service Excellence - Do You Have the Right Team?

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