A brief overview of operations/service excellence and how it relates to the strategic & operations planning & implementation process Travis Barker, MPA GCPM Innovate Vancouver Consulting@innovatevancouver.org

1. SERVICE EXCELLENCE -
MEASURING IMPACT
INNOVATEVANCOUVER.ORG
Service Excellence Definitions - guide our
actions along shared goals, language, strategies,
and a larger vision of what we can achieve
together.

2. SERVICE EXCELLENCE IS
DEFINED AS THE FOLLOWING:
"A PHILOSOPHY OF THE
WORKPLACE WHERE PROBLEM-
SOLVING, TEAMWORK, AND
LEADERSHIP RESULTS IN THE
ONGOING IMPROVEMENT IN AN
ORGANIZATION."
"THE PROCESS INVOLVES
FOCUSING ON THE CUSTOMERS'
NEEDS, KEEPING THE
EMPLOYEES POSITIVE AND
EMPOWERED, AND CONTINUALLY
IMPROVING THE CURRENT
ACTIVITIES IN THE WORKPLACE."
SOURCE:
BUSINESS DICTIONARY .COM
WHAT IS SERVICE
EXCELLENCE?
A definition can exist at
the agency level and for
each strategic pillar
identified in the strategic
plan
A systems approach is
needed to support
service excellence.

3. The Service Excellence Delivery
Framework
#3. Client Outcomes
Areas
#1. STRATEGIC
PLAN PILLARS
#2. STRATEGIC
INITIATIVES &
ACTIVITIES
#3. SERVICE
OUTCOMES
The strategic plan uses the service
excellence definitions (specific to each
area) to drive excellence throughout the
organization.
The operations plan identifies strategies
to support service excellence in the
pursuit of driving impact in these client
outcome areas.

4. T H E S T R A T E G I C P I L L A R S I D E N T I F Y
T H E L A R G E R V I S I O N F O R T H E
A G E N C Y .
T H E S T R A T E G I C I N I T I A T I V E S
S U P P O R T E A C H P I L L A R W I T H
I N D I V I D U A L S T R A T E G I E S &
A C T I V I T I E S .
S E R V I C E O U T C O M E S A R E E V A L U A T E D
B A S E D O N T H E I R A L I G N M E N T W I T H
T H E D E F I N I T I O N S F O R S E R V I C E
E X C E L L E N C E F O R E A C H A R E A .
Service Excellence

5. T H E P A T H T O W A R D S E X C E L L E N C E
R E Q U I R E S A S H A R E D V I S I O N A N D A
J O I N T E F F O R T .
How do you measure service excellence?
INNOVATEVANCOUVER.ORG