Service Excellence - Do You Have the Right Team?

4,144 views

Published on

Customer service presentation at the 2009 MPCA Annual Conference.

Published in: Business, Technology
  • Be the first to comment

Service Excellence - Do You Have the Right Team?

  1. 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. 2. <ul><li>Creating a </li></ul><ul><li>Culture of Service, Performance, and Operational Excellence is a journey, not a destination. </li></ul>Do You Have the Right Leadership Team?
  3. 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. 4. Do You Have the Right Leadership Team? <ul><li>Learning Objectives </li></ul><ul><li>Clarify what is necessary to drive excellence </li></ul><ul><li>Identify your organizational & leadership gaps </li></ul><ul><li>Outline steps to creating sustainable change </li></ul>
  5. 5. <ul><li>Unclear Vision & Mission </li></ul><ul><li>No Defined Expectations </li></ul><ul><li>Compromise </li></ul><ul><li>Lack of Accountability </li></ul><ul><li>Lack of Alignment </li></ul><ul><li>Lack of Engagement </li></ul><ul><li>Inconsistency </li></ul>Do You Have the Right Leadership Team? What are your leadership challenges in driving service excellence?
  6. 6. Do You Have the Right Leadership Team? Non- Believers Believers Change Agents
  7. 7. <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>Do You Have the Right Leadership Team?
  8. 8. Do You Have the Right Leadership Team? The Three Dangers that impede excellence Compromise Lack of Accountability Inconsistency Retooling for the Future
  9. 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. 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. 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. 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. 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. 14. What is Your Core Processes Data/ Goals Profit Customers Growth Employees Do You Have the Right Leadership Team? Retooling for the Future
  15. 15. Service Excellence Processes Data/ Goals Profit Patients Growth Employees Do You Have the Right Leadership Team? Retooling for the Future
  16. 16. LEVEL ONE Organizations LEVEL TWO Organizations LEVEL THREE Organizations Do You Have the Right Leadership Team? The Three Levels of Organizational Effectiveness
  17. 17. Do You Have the Right Leadership Team? <ul><li>We have no written: </li></ul><ul><li>Vision </li></ul><ul><li>Mission </li></ul><ul><li>Core Values </li></ul><ul><li>Standards of Service </li></ul><ul><li>Business Objectives </li></ul>Solution: Leaders Need a Common Purpose The Three Levels of Organizational Effectiveness Level 1 Level 2 Level 3
  18. 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. <ul><li>Appropriate Interventions: </li></ul><ul><li>Customer/Employee Sat. Surveys </li></ul><ul><li>New Employee Orientation </li></ul><ul><li>Re-Orientation through SEW & LTK </li></ul><ul><li>Organizational Alignment/Line Ups </li></ul><ul><li>Service Excellence Scorecard </li></ul>Solution: Leaders Need an Execution Strategy to ensure consistency The Three Levels of Organizational Effectiveness Level 1 Level 2 Level 3
  19. 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. <ul><li>Appropriate Interventions: </li></ul><ul><li>Focus on The Three Dangers </li></ul><ul><li>Service Excellence Audit </li></ul><ul><li>Problem Resolution & Empowerment </li></ul><ul><li>Quality Management </li></ul><ul><li>The Leadership Academy </li></ul>Solution: Leaders need a sustainable process to ensure accountability The Three Levels of Organizational Effectiveness Level 1 Level 2 Level 3
  20. 20. <ul><li>The Level One Leader </li></ul>Do You Have the Right Leadership Team? Processes Purpose DISCONNECT <ul><li>Limited exposure to new thinking - close minded to change </li></ul><ul><li>No articulated purpose – functionally driven </li></ul><ul><li>Intimidated by challenge </li></ul>
  21. 21. <ul><li>The Level Two Leader </li></ul>Do You Have the Right Leadership Team? Processes Profit Growth Purpose STRUGGLE <ul><li>Some exposure to new thinking - open minded to change </li></ul><ul><li>Understands purpose – but finds it difficult to balance with function </li></ul><ul><li>Willing to accept challenge, but to a limit </li></ul>
  22. 22. <ul><li>The Level Three Leader </li></ul>Do You Have the Right Leadership Team? Processes Profits Growth Purpose BALANCE <ul><li>Fully exposed to new thinking – not intimidated by change </li></ul><ul><li>Understands their purpose – Prioritizes to ensure balance between function & purpose </li></ul><ul><li>A maverick – excited by the challenge </li></ul>
  23. 23. <ul><li>Is your Service Philosophy? </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>Do You Have the Right Leadership Team? Creating a Culture of Service Excellence has a Trickle Down Effect Senior Leadership Managers Supervisors Employees
  24. 24. <ul><li>Our “WOW” Checklist </li></ul>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. 25. Do You Have the Right Leadership Team? <ul><li>To improve, what must you… </li></ul><ul><li>START </li></ul><ul><li>STOP </li></ul><ul><li>CONTINUE </li></ul>Retooling for the Future
  26. 26. <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>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. 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

×