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

10 Determinants & 13
Gro...
Session Rules of Etiquette
Please turn off your cell phone/pager
If you must leave the session early, please do so
as disc...
Introduction
Talent management: The process of
attracting/recruiting/integrating highly skilled
new workers and developing...
You Should Come Away with An
Understanding of …
Basic talent management processes
How clients and employees differ in thei...
Some Definitions
per·for·mance noun /pərˈfôrməns/ 1. the action or process of
carrying out or accomplishing an action, tas...
Talent Management Requires
Organizational …
Philosophy
Model
Focus & Planning
Driven by a Process …

6

CoHEsion Summit
The Talent Management Process
Recruiting

Strategic
Plan

Onboarding

Workforce
planning

Performance
management

Job Role...
A Talent Management Model
10 Determinants of Service Quality
13 Ground Rules for Success in the
Information Age

8

CoHEsi...
10 Determinants of
Service Quality
Determinants of
Service Quality

Word of
Mouth

Personal
Needs

Past
Experience

1. Reliability
2. Responsiveness
3. Compe...
Determinant Weights Vary by
Industry … Organization … etc.
Understanding

Tangibles

Reliability

Security
Credibility

Re...
Reliability
Involves dependability of service and
consistency of performance; performing the
right service right the first...
Responsiveness
Concerns the willingness or readiness of
employees to provide service; timeliness.
Passing the buck (someon...
Competence
Means possession of the necessary skills and
knowledge required to perform the service.
Willingness in adapting...
Access
Involves approachability and ease of contact;
waiting time; hours of operation.
Modality of access (cell, e-mail, e...
Courtesy
Involves
politeness, respect, consideration, and
friendliness of contact personnel.
The power of the smile
• Deal...
Communication
Means keeping clients informed in language
they can understand; listening to clients;
adjusting language to ...
Credibility
Involves trustworthiness, believability and
honesty, reputation; personal characteristics
of personnel.
Enable...
Security
Is the freedom from danger, risk or doubt;
physical safety; financial security;
confidentiality.
Loss or corrupti...
Understanding
Involves making the effort to understand the
clients needs; learning the clients specific
requirements; prov...
Tangibles
Include the physical evidence of the service;
physical facilities; appearance of employees;
physical representat...
13 Ground Rules for Success
in the Information Age
Become a quick-change artist
Time waits for no one
Changing for the better is an art not a
science
Rapid recovery and inst...
Commit fully to your job
The difference between showing up versus
contributing
Job commitment makes work far more
satisfyi...
Speed up
Organizations are only as fast as their
employees
Developing a strong sense of urgency

25

CoHEsion Summit
Accept ambiguity and uncertainty
Expect/identify shifting priorities
Develop a plan … clarify your role
Show initiative

2...
Behave like you're in business for
yourself
Tie personal success with the organization’s
How can I help … cut costs, serve...
Stay in school
Becoming a lifelong learner
Enroll
(seminars, CEUs, Webinars, books, MOOCs, e
tc.)

28

CoHEsion Summit
Hold yourself accountable for
outcomes – Add value
Focus on outcomes, not process
Concentrate on making contributions and
...
See yourself as a service center
Know who your clients are
Provide quality customer service (10
Determinants of Service Qu...
Manage your own morale
Discouragement emits negativity
Negativity drains energy
Knowledge and expertise are greatly
dimini...
Practice Kaizen (pronounced
ky'zen)
A constant eye for improvements increases
the likelihood of major innovation
Best insu...
Be a fixer, not a finger-pointer
Theodore Roosevelt’s “The man in the arena”
speech
Organizations need solution providers
...
Alter your expectations
Shed the "entitlement" mindset
Develop a strong interpersonal coping style
Participate – supportiv...
Exercises You Can Use
10 Determinants of Service Quality
Have employees rank determinants by their
strengths
• Have employ...
Questions & Discussion?
Thank You!
Thomas Danford
Tennessee Board of Regents
http://www.linkedin.com/in/tdanford
http://tw...
Upcoming SlideShare
Loading in …5
×

10 Determinants and 13 Ground Rules CoHEsion13

719 views

Published on

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.

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
719
On SlideShare
0
From Embeds
0
Number of Embeds
4
Actions
Shares
0
Downloads
36
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

10 Determinants and 13 Ground Rules CoHEsion13

  1. 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. 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. 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. 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. 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. 6. Talent Management Requires Organizational … Philosophy Model Focus & Planning Driven by a Process … 6 CoHEsion Summit
  7. 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. 8. A Talent Management Model 10 Determinants of Service Quality 13 Ground Rules for Success in the Information Age 8 CoHEsion Summit
  9. 9. 10 Determinants of Service Quality
  10. 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. 11. Determinant Weights Vary by Industry … Organization … etc. Understanding Tangibles Reliability Security Credibility Responsiveness Communication Courtesy Competence Access 11 CoHEsion Summit
  12. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 22. 13 Ground Rules for Success in the Information Age
  23. 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. 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. 25. Speed up Organizations are only as fast as their employees Developing a strong sense of urgency 25 CoHEsion Summit
  26. 26. Accept ambiguity and uncertainty Expect/identify shifting priorities Develop a plan … clarify your role Show initiative 26 CoHEsion Summit
  27. 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. 28. Stay in school Becoming a lifelong learner Enroll (seminars, CEUs, Webinars, books, MOOCs, e tc.) 28 CoHEsion Summit
  29. 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. 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. 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. 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. 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. 34. Alter your expectations Shed the "entitlement" mindset Develop a strong interpersonal coping style Participate – supportive networks 34 CoHEsion Summit
  35. 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. 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

×