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Service Culture Indicator

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The Service Culture Indicator (SCI) is a holistic assessment to help you align your leadership team and evaluate your service culture performance.

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Service Culture Indicator

  1. 1. © UP! Your Service I UpYourService.com Introducing the Service Culture Indicator The Service Culture Indicator (SCI) is a comprehensive assessment tool to help you align your leadership team and evaluate your current service culture performance.
  2. 2. © UP! Your Service I UpYourService.com The Service Culture Indicator (SCI) The Service Culture Indicator (SCI) is a comprehensive survey to assess the alignment of your leadership team and evaluate the strength of your current service culture. Benefits of the SCI include: 1. Discover why your team members want to improve service performance and build a superior service culture. 2. Assess your team’s alignment and evaluate the strength of your current service culture in five categories: Customers, People, Leadership, Processes, and Culture. 3. Identify top priorities to drive your service improvement and culture building efforts. 4. Receive customized reports, recommendations, and relevant resources.
  3. 3. © UP! Your Service I UpYourService.com Continuous Service Improvement Service Improvement Process Service Recovery & Guarantees Service Bench- marking Service Role Modeling Engaging Service Vision New Staff Orientation Common Service Language Service Staff Recruitment Service Leadership Service Communi- cations Service Measures & Metrics Service Recognition & Rewards Voice of the Customer The UP Service Architecture Service Leadership An educated, aligned, and committed leadership team is essential to build a strong and sustainable service culture. The 12 Building Blocks Continuous improvement and alignment in these areas create an environment that encourages, recognizes, and sustains excellent service behaviors. Continuous Service Improvement All team members learn fundamental service principles and how to continuously apply them to generate new ideas and take new actions. This is the essential foundation for a culture that delivers continuous service improvement.
  4. 4. © UP! Your Service I UpYourService.com Continuous Service Improvement Service Improvement Process Service Recovery & Guarantees Service Bench- marking Service Role Modeling Engaging Service Vision New Staff Orientation Common Service Language Service Staff Recruitment Service Leadership Service Communi- cations Service Measures & Metrics Service Recognition & Rewards Voice of the Customer Customers People Leadership Processes Culture SCI Scores in Five Categories How aligned is your leadership team? How strong is your service culture?
  5. 5. © UP! Your Service I UpYourService.com Team Alignment Score Current Performance Score SCI Scores in Five Categories Customers People Leadership Processes Culture
  6. 6. © UP! Your Service I UpYourService.com The Customer Category 1. We listen to what our customers say and feel about the service experience they receive from us. 2. The metrics we use to measure loyalty and satisfaction help us take new actions that drive positive business results. 3. Everyone in our organization has a good understanding of what customers and fellow colleagues truly value. The People Category 1. Our organization always hires people who are well aligned with the company’s service vision. 2. We have a staff orientation program that inspires and encourages new team members to contribute to our company’s culture. 3. Our service recognition and rewards programs motivate employees to deliver better internal and external service. 4. Our organization provides service education that always leads to improved service performance. The SCI Questions by Category
  7. 7. © UP! Your Service I UpYourService.com The Leadership Category 1. Our leaders sustain our focus and enthusiasm for delivering superior service. 2. Our leaders enable and empower everyone to take new action that deliver better service. 3. Our leaders consistently identify and remove roadblocks to delivering better service. 4. Everyone in our organization demonstrates personal behaviors of excellent service. The Processes Category 1. We have proven processes for continuously improving our service. 2. When things go wrong, we have a proven process that helps us make things right for our customers. 3. We benchmark service in other organizations to learn new ways to improve. The SCI Questions by Category
  8. 8. © UP! Your Service I UpYourService.com The Culture Category 1. We have a common service language that is understood and widely used throughout the organization. 2. Everyone in our organization shares an inspiring vision of the service we are committed to deliver. 3. Our organization communicates effectively about service issues and improvements. The SCI Questions by Category
  9. 9. © UP! Your Service I UpYourService.com SCI Enterprise and SCI Team Editions Product Features SCI Enterprise Edition SCI Team Edition Survey questions Yes Yes Who takes the SCI? Multiple levels of leadership Senior leadership team Number of participants Unlimited 10-20 Report delivery Ongoing Once Executive workshop Yes No Additional assessments Yes No
  10. 10. © UP! Your Service I UpYourService.com Reporting Features SCI Enterprise Edition SCI Team Edition Team Alignment Alignment score with detailed analysis Alignment Score Current Performance Performance score with detailed analysis Performance Score Implementation Roadmap Customized presentation, planning, and support Debrief session Enabling Resources Customized materials, videos, case studies Articles, case studies SCI Enterprise and SCI Team Editions
  11. 11. © UP! Your Service I UpYourService.com The SCI Process SCI Enterprise Edition SCI Team Edition Step 1 Deployment Planning SCI Sign Up Step 2 Survey Launch Team Selection Step 3 Detailed Study of Current Service Culture Complete Assessment Step 4 Service Leadership Workshop for leadership team SCI Standard Report Step 5 Customized SCI Report and Implementation Roadmap SCI Debrief SCI Enterprise and SCI Team Editions
  12. 12. © UP! Your Service I UpYourService.com The Service Culture Indicator (SCI) Report Client: Client Name (Sample) Date: Day Month Year
  13. 13. © UP! Your Service I UpYourService.com The Service Culture Indicator (SCI) The Service Culture Indicator (SCI) is a comprehensive survey to assess the alignment of your leadership team and evaluate the strength of your current service culture. Benefits of the SCI include: 1. Discover why your team members want to improve service performance and build a superior service culture. 2. Assess your team’s alignment and evaluate the strength of your current service culture in five categories: Customers, People, Leadership, Processes, and Culture. 3. Identify top priorities to drive your service improvement and culture building efforts. 4. Receive customized reports, recommendations, and relevant resources.
  14. 14. © UP! Your Service I UpYourService.com SCI Questions About Your Objectives Why is service improvement important now? Ranked in order of importance by SCI participants. The score is a weighted calculation with items ranked first given higher weight. Reduce customer complaints 75 68 65 58 49 Stand out from competition Keep loyal customers Attract more new customers Improve pricing and profit margins
  15. 15. © UP! Your Service I UpYourService.com Why is a stronger service culture important now? SCI Questions About Your Objectives Improve our service performance 68 64 65 62 57 Attract and retain best employees Improve our internal service Build our engagement with customers Create more service ideas and innovations Ranked in order of importance by SCI participants. The score is a weighted calculation with items ranked first given higher weight.
  16. 16. © UP! Your Service I UpYourService.com Which service improvements are most needed now? SCI Questions About Your Objectives Stronger service leadership 74 69 65 60 47 Better service attitudes Improved internal service Deeper engagement with customers More new ideas and service innovations Ranked in order of importance by SCI participants. The score is a weighted calculation with items ranked first given higher weight.
  17. 17. © UP! Your Service I UpYourService.com Continuous Service Improvement Service Improvement Process Service Recovery & Guarantees Service Bench- marking Service Role Modeling Engaging Service Vision New Staff Orientation Common Service Language Service Staff Recruitment Service Leadership Service Communi- cations Service Measures & Metrics Service Recognition & Rewards Voice of the Customer The UP Service Architecture Service Leadership An educated, aligned, and committed leadership team is essential to build a strong and sustainable service culture. The 12 Building Blocks Continuous improvement and alignment in these areas create an environment that encourages, recognizes, and sustains excellent service behaviors. Continuous Service Improvement All team members learn fundamental service principles and how to continuously apply them to generate new ideas and take new actions. This is the essential foundation for a culture that delivers continuous service improvement.
  18. 18. © UP! Your Service I UpYourService.com Continuous Service Improvement Service Improvement Process Service Recovery & Guarantees Service Bench- marking Service Role Modeling Engaging Service Vision New Staff Orientation Common Service Language Service Staff Recruitment Service Leadership Service Communi- cations Service Measures & Metrics Service Recognition & Rewards Voice of the Customer Customers People Leadership Processes Culture SCI Scores in Five Categories How aligned is your leadership team? How strong is your service culture?
  19. 19. © UP! Your Service I UpYourService.com Team Alignment Score Current Performance Score SCI Scores in Five Categories Customers People Leadership Processes Culture
  20. 20. © UP! Your Service I UpYourService.com Continuous Service Improvement Service Improvement Process Service Recovery & Guarantees Service Bench- marking Service Role Modeling Engaging Service Vision New Staff Orientation Common Service Language Service Staff Recruitment Service Leadership Service Communi- cations Service Measures & Metrics Service Recognition & Rewards Voice of the Customer SCI Summary: Insights & Recommendations Service Leadership Top Insights • This section includes the top insights from the results. Recommendations • This section includes recommendations based on the results.
  21. 21. © UP! Your Service I UpYourService.com SCI Summary: Insights & Recommendations Continuous Service Improvement Service Improvement Process Service Recovery & Guarantees Service Bench- marking Service Role Modeling Engaging Service Vision New Staff Orientation Common Service Language Service Staff Recruitment Service Leadership Service Communi- cations Service Measures & Metrics Service Recognition & Rewards Voice of the Customer The 12 Building Blocks Top Insights • This section includes the top insights from the results. Recommendations • This section includes recommendations based on the results.
  22. 22. © UP! Your Service I UpYourService.com Continuous Service Improvement Service Improvement Process Service Recovery & Guarantees Service Bench- marking Service Role Modeling Engaging Service Vision New Staff Orientation Common Service Language Service Staff Recruitment Service Leadership Service Communi- cations Service Measures & Metrics Service Recognition & Rewards Voice of the Customer SCI Summary: Insights & Recommendations Continuous Service Improvement Top Insights • This section includes the top insights from the results. Recommendations • This section includes recommendations based on the results.
  23. 23. © UP! Your Service I UpYourService.com Your SCI Results in Five Categories Team Alignment Current Performance 59 73 71 80 65 Customers People Leadership Processes Culture 60 58 38 86 Customers People Leadership Processes Culture 48 0-49 50-79 80-100 Weak Moderate Strong
  24. 24. © UP! Your Service I UpYourService.com Your SCI Results in the Customers Category Team Alignment Current Performance 80 30 70 Voice of the Customer Service Measures & Metrics Continuous Service Improvement 61 63 53 Voice of the Customer Service Measures & Metrics Continuous Service Improvement 0-49 50-79 80-100 Weak Moderate Strong
  25. 25. © UP! Your Service I UpYourService.com Your SCI Results in the People Category Team Alignment Current Performance 98 62 50 Service Staff Recruitment New Staff Orientation Service Recognition & Rewards 80 Continuous Service Improvement 95 81 50 Service Staff Recruitment New Staff Orientation Service Recognition & Rewards 5 Continuous Service Improvement 0-49 50-79 80-100 Weak Moderate Strong
  26. 26. © UP! Your Service I UpYourService.com Your SCI Results in the Leadership Category Team Alignment Current Performance 57 19 Service Leadership Service Role Modeling 61 81 Service Leadership Service Role Modeling 0-49 50-79 80-100 Weak Moderate Strong
  27. 27. © UP! Your Service I UpYourService.com Your SCI Results in the Processes Category Team Alignment Current Performance 95 81 81 Service Improvement Process Service Recovery & Guarantees Service Bench- marking 98 62 81 Service Improvement Process Service Recovery & Guarantees Service Bench- marking 0-49 50-79 80-100 Weak Moderate Strong
  28. 28. © UP! Your Service I UpYourService.com Your SCI Results in the Culture Category Team Alignment Current Performance 70 55 18 Common Service Language Engaging Service Vision Service Communi- cations 70 45 Common Service Language Engaging Service Vision Service Communi- cations 0-49 50-79 80-100 Weak Moderate Strong 81
  29. 29. © UP! Your Service I UpYourService.com Service Leadership 0% 0% 39% 0% 61% Strongly Disagree Disagree Neutral Agree Strongly Agree Team Alignment 71 Moderate Current Performance 61 Moderate UP Resources: Service Leadership Video Service Leadership Articles Question 1 of 3: Our leaders sustain our focus and enthusiasm for delivering superior service.
  30. 30. © UP! Your Service I UpYourService.com Service Leadership Team Alignment 43 Weak Current Performance 50 40% 0% 10% 30% 20% Strongly Disagree Disagree Neutral Agree Strongly Agree UP Resources: Service Leadership Video Service Leadership Articles Question 2 of 3: Our leaders enable and empower everyone to take new action that deliver better service. Moderate
  31. 31. © UP! Your Service I UpYourService.com Service Leadership Team Alignment 70 Moderate Current Performance 60 10% 10% 20% 40% 20% Strongly Disagree Disagree Neutral Agree Strongly Agree UP Resources: Service Leadership Video Service Leadership Articles Question 3 of 3: Our leaders consistently identify and remove roadblocks to delivering better service. Moderate
  32. 32. © UP! Your Service I UpYourService.com Continuous Service Improvement Team Alignment 53 Current Performance 70 Moderate 0% 0% 30% 50% 20% Strongly Disagree Disagree Neutral Agree Strongly Agree UP Resources: Continuous Service Improvement Video Continuous Service Improvement Articles Question 1 of 2: Everyone in our organization has a good understanding of what customers and fellow colleagues truly value. Moderate
  33. 33. © UP! Your Service I UpYourService.com Continuous Service Improvement 70% 20% 5% 0% 5% Strongly Disagree Disagree Neutral Agree Strongly Agree Team Alignment 80 Strong Current Performance 5 Weak UP Resources: Continuous Service Improvement Video Continuous Service Improvement Articles Question 2 of 2: Our organization provides service education that always leads to improved service performance.
  34. 34. © UP! Your Service I UpYourService.com Question: We have a common service language that is understood and widely used throughout the organization. Common Service Language 20% 10% 0% 40% 30% Strongly Disagree Disagree Neutral Agree Strongly Agree Team Alignment 70 Moderate Current Performance 70 Moderate UP Resources: Common Service Language Video Common Service Language Articles
  35. 35. © UP! Your Service I UpYourService.com Question: Everyone in our organization shares an inspiring vision of the service we are committed to deliver. Engaging Service Vision 30% 5% 10% 25% 30% Strongly Disagree Disagree Neutral Agree Strongly Agree Team Alignment 45 Weak Current Performance 55 UP Resources: Engaging Service Vision Video Engaging Service Vision Articles Moderate
  36. 36. © UP! Your Service I UpYourService.com Service Staff Recruitment Question: Our organization always hires people who are well aligned with the company’s service vision. 5% 90% 5% Strongly Disagree Disagree Neutral Agree Strongly Agree Team Alignment 98 Strong Current Performance 95 Strong UP Resources: Service Staff Recruitment Video Service Staff Recruitment Articles
  37. 37. © UP! Your Service I UpYourService.com New Staff Orientation Question: We have a staff orientation program that inspires and encourages new team members to contribute to our company’s culture. 9% 10% 0% 39% 42% Strongly Disagree Disagree Neutral Agree Strongly Agree Team Alignment 62 Moderate Current Performance 81 Strong UP Resources: New Staff Orientation Video New Staff Orientation Articles
  38. 38. © UP! Your Service I UpYourService.com Service Communications Question: Our organization communicates effectively about service issues and improvements. 80% 2% 0% 8% 10% Strongly Disagree Disagree Neutral Agree Strongly Agree Team Alignment 81 Strong Current Performance 18 Weak UP Resources: Service Communications Video Service Communications Articles
  39. 39. © UP! Your Service I UpYourService.com Service Recognition & Rewards Question: Our service recognition and rewards programs motivate employees to deliver better internal and external service. 8% 40% 2% 0% 50% Strongly Disagree Disagree Neutral Agree Strongly Agree Team Alignment 50 Current Performance 50 UP Resources: Service Recognition & Rewards Video Service Recognition & Rewards Articles Moderate Moderate
  40. 40. © UP! Your Service I UpYourService.com Voice of the Customer Question: We listen to what our customers say and feel about the service experience they receive from us. 9% 10% 1% 39% 41% Strongly Disagree Disagree Neutral Agree Strongly Agree Team Alignment 61 Moderate Current Performance 80 UP Resources: Voice of the Customer Video Voice of the Customer Articles Strong
  41. 41. © UP! Your Service I UpYourService.com Service Measures & Metrics Question: The metrics we use to measure loyalty and satisfaction help us take new actions that drive positive business results. 40% 20% 10% 25% 5% Strongly Disagree Disagree Neutral Agree Strongly Agree Team Alignment 63 Moderate Current Performance 30 Weak UP Resources: Service Measures & Metrics Video Service Measures & Metrics Articles
  42. 42. © UP! Your Service I UpYourService.com Service Improvement Process Question: We have proven processes for continuously improving our service. 5% 90% 5% Strongly Disagree Disagree Neutral Agree Strongly Agree Team Alignment 98 Strong Current Performance 95 Strong UP Resources: Service Improvement Process Video Service Improvement Process Articles
  43. 43. © UP! Your Service I UpYourService.com Service Recovery & Guarantees Question: When things go wrong, we have a proven process that helps us make things right for our customers. 9% 10% 0% 39% 42% Strongly Disagree Disagree Neutral Agree Strongly Agree Team Alignment 62 Current Performance 81 Strong UP Resources: Service Recovery & Guarantees Video Service Recovery & Guarantees Articles Moderate
  44. 44. © UP! Your Service I UpYourService.com Service Benchmarking Question: We benchmark service in other organizations to learn new ways to improve. 8% 9% 2% 1% 80% Strongly Disagree Disagree Neutral Agree Strongly Agree Team Alignment 81 Strong Current Performance 81 Strong UP Resources: Service Benchmarking Video Service Benchmarking Articles
  45. 45. © UP! Your Service I UpYourService.com Service Role Modeling Question: Everyone in our organization demonstrates personal behaviors of excellent service. 21% 60% 0% 0% 19% Strongly Disagree Disagree Neutral Agree Strongly Agree Team Alignment 81 Strong Current Performance 19 Weak UP Resources: Service Role Modeling Video Service Role Modeling Articles
  46. 46. © UP! Your Service I UpYourService.com

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