The Role of Leadership in Driving Excellence

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This presentation outlines what impedes organizations from achieving excellence, and leadership\'s role in creating and sustaining a culture of excellence.

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  • WELCOME & INTRODUCTION Welcome, and thanks for viewing this presentation. I am Theo Gilbert-Jamison, with Performance Solutions by Design And, we are excited to share with you how leaders of world-class organizations create a culture of service, performance, and operational excellence to ultimately improve customer loyalty, employee engagement, and bottom-line results. <ADVANCE TO NEXT SLIDE>
  • OPENING QUOTE I’d like to start our presentation with a great quote from Mahatma Gandhi. As I read it, think about your team. Do they truly have this mindset when dealing with customers? Gandhi said… 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. <ADVANCE TO NEXT SLIDE>
  • WHAT WE WILL COVER This session is based on our popular book, THE SIX PRINCIPLES OF SERVICE EXCELLENCE. If you have the book, to reinforce the learning you gain in this presentation, we highly recommend you read chapters 1,2 and 9. If you do not have our book, it can be purchased through Amazon.com In this session, we will cover: The Three Dangers that impede excellence The Roadmap to Creating a Culture of Service Excellence Leadership Purpose versus Function Your Role as a Leader in Driving Excellence And Applying What You Have Learned <ADVANCE TO NEXT SLIDE>
  • SERVICE CHALLENGE So what is your customer service challenge? Is it: Consistency in Service provided to the customer? Employee Engagement? Customer Problem Resolution? Employee Empowerment? Lack of Alignment and Communication? Or Employee Accountability? Your role as a leader is to create and implement systems and processes that are guaranteed to eliminate these types of barriers within the workplace. And our book, The Six Principles of Service Excellence gives you specific insight on how to do so. <ADVANCE TO NEXT SLIDE>
  • THE THREE DANGERS There are Three Dangers that impede the achievement and sustainability of excellence, and leadership effectiveness in the workplace. They are COMPROMISE, LACK OF ACCOUNTABILITY, and INCONSISTENCY. As we go through this presentation, I urge you to do a self-assessment, and jot down those areas or instances in the work environment where you may be submitting to these Dangers. At the end of this session, we will revisit The Three Dangers as we look as things that you can immediately apply in your role of creating and sustaining a culture of excellence. So take out your notepad, and as you go through this presentation start to write down things you will commit to START, STOP , or CONTINUE in order to raise the bar and create a culture of excellence for your team. <ADVANCE TO NEXT SLIDE>
  • ROADMAP TO EXCELLENCE Foremost, as leaders, we must understand that the roadmap to excellence is very dynamic. It is not accomplished by just herding a group of employees into a customer service workshop and hoping for the best. The roadmap starts with: SELECTING the right people, who have the skill and willingness to take the organization to the next level; It takes DEVELOPING and honing in you’re strengths and weaknesses as a leader to effectively drive excellence. Properly training your staff to ensure they have the SKILL and KNOWLEDGE to drive excellence. <ADVANCE TO NEXT SLIDE>
  • NEVER ASSUME Never assume your team knows what is needed to drive excellence. It is your responsibility as a leader to make it clear and plain. If I were to walk into your department and stop the first employee I encountered: Would they be able to tell me what the definition of service excellence is for their team or the organization as a whole? Would they be able to tell me what is necessary to create customer loyalty? Would they understand how important their actions, behaviors, and individual contributions are in driving excellence? If I were to ask you, “what is leadership’s purpose in driving excellence?” would you have a clearly defined response? Don’t assume employees can appropriately answer these questions. If we are not sharing, and reinforcing this information with our staff on a daily basis, we are negligent in our role as leaders. <ADVANCE TO NEXT SLIDE>
  • SERVICE EXCELLENCE When you create an environment where employees only focus on customer service (or just providing the basics), you create an environment where employees only focus on the function or technical aspects of their job. THEY LOSE SIGHT OF THEIR PURPOSE. And VALUE witin the organization. Subsequently when employees focus only on the function of their jobs, the service provided to customers feels very transactional or robotic. There is no heart and soul in it. There is no emotional connection or employee engagement. In this instance, the most you will create is a satisfied customer. The customer will never be loyalty – largely because there is no feeling that they are valued. Helping employees connect with the true PURPOSE of their work is paramount to long-term success. <ADVANCE TO NEXT SLIDE>
  • CUSTOMER LOYALTY Studies also show that your SATISFIED CUSTOMERS can easily be lured by the competition. They are eagerly willing to trying another competitor who provides the same produce or service that you do. However, the same studies indicate that a loyal customer is eleven times more likely to recommend our products are services to a friend; eleven times for likely to return; and eleven times more likely to spend more for our products and services. To create customer loyalty, we must provide all of the basics necessary to drive customer satisfaction, PLUS personalize the product or experience to the customer’s liking and continue to improve it. Any mediocre organization can build customer satisfaction, but only exceptional organizations are able to heighten service to a level of excellence that gains and sustains customer loyalty. <ADVANCE TO NEXT SLIDE>
  • EMPLOYEE ENGAGEMENT Based on a previous Gallup Study, we are running as an economy at 30% efficiency. What this means is that only 3 out of every 10 employees are working at their highest potential. To ensure that every employee is committed to working at their highest potential, our role as leaders is to create an environment where they can become fully engaged in their work. So how does that happen? Well, first we must help employees identify with the PURPOSE of their work. Next, we must clarify their role. In essence what is expected of them. Then, we must clarify what actions and behaviors are necessary to drive excellence and provide effective systems and processes for them to do so. <ADVANCE TO NEXT SLIDE>
  • LEADERSHIP PURPOSE Too many leaders operate under a FOG. They spend so much time focused on the functional aspects of their work that they forget their true PURPOSE. Leadership function is important, because it is inclusive of all of the routine tasks that are necessary to keep the business running. However, at the end of the day EMPLOYEES FOLLOW US, because: we inspire them to achieve greater goals; we set the vision and mission; because we are a role model or a mentor And we ensure our team is aligned around a common purpose <ADVANCE TO NEXT SLIDE>
  • THE SIX PRINCIPLES The Six Principles of Service Excellence are: Principle 1 - Vision and Mission which defines organizational purpose Principle 2 – Business Objectives which identifies the key priorities and goals necessary to drive excellence Principle 3 – Service Standards clarify expected actions and behaviors necessary to drive excellence Principle 4 – Intervention & Learning Strategy devises the execution strategy necessary to close performance gaps to achieve desired results Principle 5 – Organizational Alignment reinforces excellence through a sustainable communication process, like daily or weekly Line-Ups. Principle 6 – Measurement & Leadership Accountability identifies the key performance indicators necessary to drive excellence, measure results, and earn credibility For a more in-depth explanation of The Six Principles of Service Excellence I recommend you view the online mini-workshop which is about 15 minutes. Also, under the ATTACHMENT TAB , we have provided a copy of our white paper on The Six Principles of Service Excellence for your review. <ADVANCE TO NEXT SLIDE>
  • THE THREE LEVELS OF EXCELLENCE Our studies show that there are three levels of effectiveness in driving excellence. Organizations at LEVEL ONE have a sound vision and mission statement, established business objectives, and written service standards. Organizations that take the next step in moving to LEVEL TWO refine their processes and systems to bring the vision, mission, business objectives and service standard to life. LEVEL THREE is the ultimate step in creating a culture of service excellence. Only a few organizations reach this point. And they do so by effectively measure customer service, employee performance, and other key indicators, share the information company-wide, and use it to hold everyone accountable for success. This is how they build credibility. <ADVANCE TO NEXT SLIDE>
  • THE TRICKLE DOWN AFFECT Creating a culture of service excellence has a trickle-down affect. It start with senior leaders being the role model and champion for excellence. Subsequently their actions and behaviors trickle down to create a positive affect on managers, supervisors, and then front line staff. Therefore, your role as a leader is to: Know the VISION, MISSION, and STANDARDS OF EXCELLENCE for your organization. Make sure it is clearly understood by your team Share realistic examples to make it relevant to your team Align your actions, behaviors, and team goals with the vision, mission, and service standards Use every opportunity you have to discuss them with your team so they understand the impact they have on bringing it to life everyday Act on the vision, mission , and service standards by holding everyone accountable for excellence And measure success through customer surveys, employee surveys, and other key indicators within the organization like profitability, safety, reduction in defects, labor turnover, and so forth. <ADVANCE TO NEXT SLIDE>
  • EXCELLENCE Service Excellence cannot be achieved without these five basic elements. Your role as leader is: To ensure your team is aligned with your expectations of excellence. To put adequate systems and processes are in place to through continuous improvement that will ensure consistent service. To hold yourself and every employee within your sphere of influence accountable for excellence. To foster a work environment where each employee feels they are a key contributor to the team And to create an environment where your employees feel confident and empowered to handle routine customer issues and take care of them to your satisfaction, as well as the satisfaction of the client. <ADVANCE TO NEXT SLIDE>
  • OPENING QUOTE I’d like to start our presentation with a great quote from Mahatma Gandhi. As I read it, think about your team. Do they truly have this mindset when dealing with customers? Gandhi said… 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. <ADVANCE TO NEXT SLIDE>
  • APPLYING WHAT YOU HAVE LEARNED Based on everything we have talked about today, here are a couple of suggestions for moving forward. Assess your team to determine their ability to help you move the organization forward, and raise the bar. Determine your Gaps . Again, what must you start, stop or continue in order to drive excellence? Devise a plan for Improvement targeted to close those specific gaps, and build your team and leadership effectiveness. Involve and Empower your employees. You cannot create sustainable change without them. Be a Role Model for Excellence. Create a Work Environment and TEAM MINDSET that Makes “Service Excellence” Sustainable , not JUST a program of the month. Do not Compromise – be Consistent AND Remember…There is No Excuse for substandard service! <ADVANCE TO NEXT SLIDE>
  • CLOSING In closing, please remember that as a leader, you play an integral role in the overall success of the organization and your team. Our hope is that this presentation has equipped you with a few ideas and techniques that you can easily implement in your work environment to drive and sustain a culture of service excellence. For more helpful tips and resources, check out our website at www.psybdesign.com. Thank you for viewing this presentation, and have a nice day! <ADVANCE TO NEXT SLIDE>
  • The Role of Leadership in Driving Excellence

    1. 1. The Role of Leadership in Creating a Culture of Excellence
    2. 2. The Role of the Leader in Creating a Culture of Service Excellence <ul><li>The customer is the most important visitor on our premises. </li></ul><ul><li>He is not dependent on us. We are dependent on him. </li></ul><ul><li>He is not an interruption of our work. He is the purpose of it. </li></ul><ul><li>He is not an outsider of our business. He is part of it. </li></ul><ul><li>We are not doing him a favor by serving him. </li></ul><ul><li>He is doing us a favor by giving us the opportunity to do so. </li></ul><ul><li>--Mahatma Gandhi </li></ul>
    3. 3. <ul><li>We will cover: </li></ul><ul><li>The Three Dangers that Impede Excellence </li></ul><ul><li>Key Qualities of a Purpose-Driven Leader </li></ul><ul><li>The Six Principles of Service Excellence </li></ul><ul><li>Applying What You Have Learned </li></ul>The Role of the Leader in Creating a Culture of Service Excellence
    4. 4. The Role of the Leader in Creating a Culture of Service Excellence <ul><li>What are Your Current Service Challenges? </li></ul><ul><li>Consistency in Service </li></ul><ul><li>Employee Engagement </li></ul><ul><li>Customer Problem Resolution </li></ul><ul><li>Empowerment </li></ul><ul><li>Team Alignment & Communication </li></ul><ul><li>Accountability </li></ul><ul><li>Service Philosophy </li></ul><ul><li>Other </li></ul>
    5. 5. The Role of the Leader in Creating a Culture of Service Excellence Non- Believers Believers Change Agents The Three Levels of Engagement
    6. 6. The Role of the Leader in Creating a Culture of Service Excellence The Three Dangers Compromise Lack of Accountability Inconsistency
    7. 7. The Role of the Leader in Creating a Culture of Service Excellence The Roadmap to Excellence Customer Loyalty Department Accountability Leadership Development Philosophy, Values & Culture Work Environment & Teamwork Quality/ Continuous Improvement Selection Process Skill & Knowledge
    8. 8. <ul><li>Does Your Team Know…. </li></ul><ul><li>What is the definition of service excellence? </li></ul><ul><li>What is necessary to achieve high customer loyalty? </li></ul><ul><li>How their 100% engagement is linked to service excellence? </li></ul><ul><li>What is the purpose of leadership in driving excellence? </li></ul>The Role of the Leader in Creating a Culture of Service Excellence
    9. 9. The Role of the Leader in Creating a Culture of Service Excellence 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. 10. The Role of the Leader in Creating a Culture of Service Excellence Customer Loyalty Customer Satisfaction Personalized Service Defect-Free Product Easy, Effective Problem Solution Process Warm & Friendly Service Continuous Improvement
    11. 11. <ul><li>Curt Coffman </li></ul><ul><li>Employee Engagement Global Practice Leader </li></ul><ul><li>The Gallup Organization </li></ul><ul><li>“ We’re running as an economy </li></ul><ul><li>at 30 percent efficiency” </li></ul><ul><li>Only 3 out of every 10 employees </li></ul><ul><li>Only 30 out of every 100 employees </li></ul><ul><li>...are working at their highest potential </li></ul>The Role of the Leader in Creating a Culture of Service Excellence
    12. 12. <ul><li>EMPLOYEE ENGAGEMENT </li></ul><ul><li>Service Excellence cannot be achieved without PEOPLE ! They must clearly understand: </li></ul><ul><li>PURPOSE – What is my purpose? </li></ul><ul><li>ROLE – What is expected of me? </li></ul><ul><li>ACTIONS – What must I do? </li></ul><ul><li>SYSTEMS – What processes are in place to make me successful? </li></ul>The Role of the Leader in Creating a Culture of Service Excellence ACTIONS ROLE SYSTEMS PURPOSE
    13. 13. The Role of the Leader in Creating a Culture of Service Excellence 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
    14. 14. 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. 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 Role of the Leader in Creating a Culture of Service Excellence
    15. 15. <ul><li>Level I </li></ul><ul><li>CREATES THE BASIS FOR THE CULTURE </li></ul><ul><li>Level II </li></ul><ul><li>CREATES THE BASIS FOR SUSTAINABILITY </li></ul><ul><li>Level III </li></ul><ul><li>CREATES THE BASIS FOR CREDIBILITY </li></ul>Vision/Mission Business Goals Service Standards Intervention & Learning Strategy Organizational Alignment Measurement & Leadership Accountability The Six Principles of Service Excellence
    16. 16. <ul><li>Your role as a Leader is to ensure that your service philosophy is: </li></ul><ul><li>Known </li></ul><ul><li>Clearly Understood </li></ul><ul><li>Relevant </li></ul><ul><li>Aligned </li></ul><ul><li>Discussed </li></ul><ul><li>Acted On </li></ul><ul><li>Measured </li></ul>The Role of the Leader in Creating a Culture of Service Excellence Creating a Culture of Service Excellence has a Trickle Down Affect Senior Leadership Managers Supervisors Employees
    17. 17. <ul><li>EXCELLENCE = </li></ul><ul><li>(Utilization of the Six Principles) </li></ul><ul><li>Alignment </li></ul><ul><li>+ </li></ul><ul><li>Consistency </li></ul><ul><li>+ </li></ul><ul><li>Accountability </li></ul><ul><li>+ </li></ul><ul><li>Teamwork </li></ul><ul><li>+ </li></ul><ul><li>Empowerment </li></ul>Note: Service Excellence cannot be achieved without these five basic elements! The Role of the Leader in Creating a Culture of Service Excellence
    18. 18. The Role of the Leader in Creating a Culture of Service Excellence <ul><li>“ 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.” </li></ul><ul><li>--Michelangelo </li></ul>
    19. 19. <ul><li>What’s the Next Step </li></ul><ul><li>Assess your team </li></ul><ul><li>Determine your Gaps </li></ul><ul><li>Devise a plan for Improvement </li></ul><ul><li>Involve and Empower your employees </li></ul><ul><li>Be a Role Model for Excellence </li></ul><ul><li>Create a Work Environment that Makes “Service Excellence” Sustainable , not a program of the month </li></ul><ul><li>Do not Compromise – be Consistent </li></ul><ul><li>Remember…There is No Excuse for substandard service! </li></ul>The Role of the Leader in Creating a Culture of Service Excellence Vision/Mission Business Goals Service Standards Intervention & Learning Strategy Organizational Alignment Measurement & Leadership Accountability
    20. 20. <ul><li>Other Leadership Presentations that May Benefit Your Team </li></ul><ul><li>The Six Principles of Service Excellence </li></ul><ul><li>Creating a Culture of Excellence through Line-Ups </li></ul><ul><li>Raising the Bar to Drive Excellence </li></ul><ul><li>Employee Empowerment & Problem Resolution </li></ul>Thank You! For More Information Visit Our Website Today www.psbydesign.com The Role of the Leader in Creating a Culture of Service Excellence

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