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10 Determinants and 13 Ground Rules CoHEsion13

Thomas Danford
Thomas Danford
Thomas DanfordChief Information Officer

10 Determinants & 13 Ground Rules that Improve Institutional Performance Improving both the quality of service that your organization delivers along with the value of the employees that deliver the service are two crucial pillars in institutional performance. This discussion will focus on the application of the “10 Determinants of Service Quality” along with the “13 Ground Rules for Success in the Information Age” in managing an organization. The 10 Determinants will focus on the understanding of where the service quality “perception gap” arises and how management can address it. In a similar fashion, the 13 Ground Rules will provide the backdrop for what kind of employees we need to look for and develop.

10 Determinants and 13 Ground Rules CoHEsion13

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co•he•sion noun kō-ˈhē-zhən 1 : the act or state of sticking together tightly; especially: unity

10 Determinants & 13
Ground Rules that
Improve Performance

Presented by: Thomas Danford
Tennessee Board of Regents
Monday, November 4 02:15
Course ID 263
Session Rules of Etiquette
Please turn off your cell phone/pager
If you must leave the session early, please do so
as discreetly as possible

Please avoid side conversation during the
session
Thank you for your cooperation!

2

CoHEsion Summit
Introduction
Talent management: The process of
attracting/recruiting/integrating highly skilled
new workers and developing & retaining
current workers.
Overview – The talent management process
Main Focus – Process elements that
contribute the most towards employee and
client/customer satisfaction

3

CoHEsion Summit
You Should Come Away with An
Understanding of …
Basic talent management processes
How clients and employees differ in their
perceptions of performance
How employees and supervisors differ in their
views of performance management
How to align perceptions for optimum
organizational performance
4

CoHEsion Summit
Some Definitions
per·for·mance noun /pərˈfôrməns/ 1. the action or process of
carrying out or accomplishing an action, task, or function.

per·for·mance man·age·ment noun /pərˈfôrməns

ˈmanijmənt/ 1. is an ongoing, continuous process of communicating and
clarifying job responsibilities, priorities and performance expectations in order
to ensure mutual understanding between supervisor and employee.

5

CoHEsion Summit
Talent Management Requires
Organizational …
Philosophy
Model
Focus & Planning
Driven by a Process …

6

CoHEsion Summit

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10 Determinants and 13 Ground Rules CoHEsion13

  • 1. co•he•sion noun kō-ˈhē-zhən 1 : the act or state of sticking together tightly; especially: unity 10 Determinants & 13 Ground Rules that Improve Performance Presented by: Thomas Danford Tennessee Board of Regents Monday, November 4 02:15 Course ID 263
  • 2. Session Rules of Etiquette Please turn off your cell phone/pager If you must leave the session early, please do so as discreetly as possible Please avoid side conversation during the session Thank you for your cooperation! 2 CoHEsion Summit
  • 3. Introduction Talent management: The process of attracting/recruiting/integrating highly skilled new workers and developing & retaining current workers. Overview – The talent management process Main Focus – Process elements that contribute the most towards employee and client/customer satisfaction 3 CoHEsion Summit
  • 4. You Should Come Away with An Understanding of … Basic talent management processes How clients and employees differ in their perceptions of performance How employees and supervisors differ in their views of performance management How to align perceptions for optimum organizational performance 4 CoHEsion Summit
  • 5. Some Definitions per·for·mance noun /pərˈfôrməns/ 1. the action or process of carrying out or accomplishing an action, task, or function. per·for·mance man·age·ment noun /pərˈfôrməns ˈmanijmənt/ 1. is an ongoing, continuous process of communicating and clarifying job responsibilities, priorities and performance expectations in order to ensure mutual understanding between supervisor and employee. 5 CoHEsion Summit
  • 6. Talent Management Requires Organizational … Philosophy Model Focus & Planning Driven by a Process … 6 CoHEsion Summit
  • 7. The Talent Management Process Recruiting Strategic Plan Onboarding Workforce planning Performance management Job Roles Job Descriptions Competency Models Training & performance support Compensation and benefits Employee Review Learning Content Critical skills gap analysis 7 Succession planning Source: Bernsin & Associates - http://bit.ly/cFN5ox CoHEsion Summit
  • 8. A Talent Management Model 10 Determinants of Service Quality 13 Ground Rules for Success in the Information Age 8 CoHEsion Summit
  • 10. Determinants of Service Quality Word of Mouth Personal Needs Past Experience 1. Reliability 2. Responsiveness 3. Competence 4. Access Expected Service Perceived Service Quality 5. Courtesy 6. Communication 7. Credibility 8. Security Perceived Service 9. Understanding 10. Tangibles 10 Source: Parasuraman, Zeithaml and Berry, "A Conceptual Model of Service Quality and Its Implications for Future Research," Journal of Marketing, Fall 1985, pp. 41-50. CoHEsion Summit
  • 11. Determinant Weights Vary by Industry … Organization … etc. Understanding Tangibles Reliability Security Credibility Responsiveness Communication Courtesy Competence Access 11 CoHEsion Summit
  • 12. Reliability Involves dependability of service and consistency of performance; performing the right service right the first time; honoring promises; accuracy. Ensuring a fix of one problem doesn’t cause another • DIMMs not SIMMs • Making meetings & delivery dates • 12 CoHEsion Summit
  • 13. Responsiveness Concerns the willingness or readiness of employees to provide service; timeliness. Passing the buck (someone else’s job) • Feigning/claiming ignorance • Returning phone calls, e-mail, etc. • 13 CoHEsion Summit
  • 14. Competence Means possession of the necessary skills and knowledge required to perform the service. Willingness in adapting to change • Soft skills outside of technology • Tinkering around in front of client • 14 CoHEsion Summit
  • 15. Access Involves approachability and ease of contact; waiting time; hours of operation. Modality of access (cell, e-mail, etc.) • Location of offices • Feng Shui • Queuing theory • 15 CoHEsion Summit
  • 16. Courtesy Involves politeness, respect, consideration, and friendliness of contact personnel. The power of the smile • Dealing with the upset • Accommodating the anxious • Recognizing rank • 16 CoHEsion Summit
  • 17. Communication Means keeping clients informed in language they can understand; listening to clients; adjusting language to different needs of different clients; explaining the service itself. Techno - speak • Condescending/patronizing - speak • Providing options, explanations & timelines • E-mails informative but short/to the point • 17 CoHEsion Summit
  • 18. Credibility Involves trustworthiness, believability and honesty, reputation; personal characteristics of personnel. Enabler vs. gatekeeper • Bluffing or contriving an answer • Solutions that always involve purchases • 18 CoHEsion Summit
  • 19. Security Is the freedom from danger, risk or doubt; physical safety; financial security; confidentiality. Loss or corruption of data • Disclosure of information (PII, credit cards) • Monitoring of customer network use • 19 CoHEsion Summit
  • 20. Understanding Involves making the effort to understand the clients needs; learning the clients specific requirements; providing individualized attention. Seek first to understand • Academia vs. business & industry • Teaching, research & public service • 20 CoHEsion Summit
  • 21. Tangibles Include the physical evidence of the service; physical facilities; appearance of employees; physical representation of the service, such as a receipt. Notes acknowledging service • Dress & appearance • Marketing materials • Follow-ups • Dashboards & status websites • 21 CoHEsion Summit
  • 22. 13 Ground Rules for Success in the Information Age
  • 23. Become a quick-change artist Time waits for no one Changing for the better is an art not a science Rapid recovery and instant re-alignment with goals and objectives Organizations today need employees who can change without breaking stride 23 CoHEsion Summit
  • 24. Commit fully to your job The difference between showing up versus contributing Job commitment makes work far more satisfying Brings out your best potential 24 CoHEsion Summit
  • 25. Speed up Organizations are only as fast as their employees Developing a strong sense of urgency 25 CoHEsion Summit
  • 26. Accept ambiguity and uncertainty Expect/identify shifting priorities Develop a plan … clarify your role Show initiative 26 CoHEsion Summit
  • 27. Behave like you're in business for yourself Tie personal success with the organization’s How can I help … cut costs, serve the client better, innovate Employers today need decisions to be made by people who are closest to the information 27 CoHEsion Summit
  • 28. Stay in school Becoming a lifelong learner Enroll (seminars, CEUs, Webinars, books, MOOCs, e tc.) 28 CoHEsion Summit
  • 29. Hold yourself accountable for outcomes – Add value Focus on outcomes, not process Concentrate on making contributions and making a difference 29 CoHEsion Summit
  • 30. See yourself as a service center Know who your clients are Provide quality customer service (10 Determinants of Service Quality) 30 CoHEsion Summit
  • 31. Manage your own morale Discouragement emits negativity Negativity drains energy Knowledge and expertise are greatly diminished without energy and a positive attitude 31 CoHEsion Summit
  • 32. Practice Kaizen (pronounced ky'zen) A constant eye for improvements increases the likelihood of major innovation Best insurance for both your career and the organization 32 CoHEsion Summit
  • 33. Be a fixer, not a finger-pointer Theodore Roosevelt’s “The man in the arena” speech Organizations need solution providers 33 CoHEsion Summit
  • 34. Alter your expectations Shed the "entitlement" mindset Develop a strong interpersonal coping style Participate – supportive networks 34 CoHEsion Summit
  • 35. Exercises You Can Use 10 Determinants of Service Quality Have employees rank determinants by their strengths • Have employees rank determinants based upon their client’s perception of importance • 13 Ground Rules for Success Have employees rank ground rules by their strengths • Have employees rank ground rules based upon their superior’s perception of importance • 35 CoHEsion Summit
  • 36. Questions & Discussion? Thank You! Thomas Danford Tennessee Board of Regents http://www.linkedin.com/in/tdanford http://twitter.com/tdanford thomas.danford@tbr.edu Please complete the session evaluation form Course ID 263 36 CoHEsion Summit