Post on 18-Aug-2015
Orange County Visionary Series
November 6, 2014
Super Orange Re-SCORE Project
• Background
• Re-SCORE
• Project Results
• Lessons Learned
Presentation Outline
• Background
• Re-SCORE
• Project Results
• Lessons Learned
Presentation Outline
Our goal is to enhance the OC Convention Center SCORE initiative and gain valuable insights and skills
which we will bring back to share with our respective divisions.
Background
• Orange County Convention Center Second largest in US $2.1B annual economic impact Voted one of the top 5 in the world Repeat business accounts for 2/3
Background
• “The Center of Hospitality” A pervasive attitude that all OCCC
employees and service partners share
To always exceed customers’ expectations to ensure repeat business and encourage economic development
SCORE Values
Background
Background
S AFETY & SUSTAINABILITY
C OURTESY
O WNERSHIP
R ESULTS
E XTRA STEPS & ETHICS
Safety
The safety of our guests, my co-workers and myself is a top priority
I will take the appropriate action to correct all safety hazards
I will follow all safety guidelines and will not operate any equipment for which I have not been trained
Background
• Project Objectives Independent assessment of “CoH”
and its SCORE values
Identifying areas for improvement
Assisting with SCORE sessions
Sharing experience
Background
• OCCC Project Team Jan Addison, Deputy General
Manager – Mentor and Leader
Lex Veech, Manager, Guest Relations
Dean Treuren, Guest Services Administrator
Melinda Martin, HR
Background
• Background
• Re-SCORE
• Project Results
• Lessons Learned
Presentation Outline
• TIPS Orientation Shared experience
with new employees
Excellent program to introduce “CoH”
• Tour of OCCC Experience
Re-SCORE
• Secret Shopping Independent assessment of guest
experience
Look for “CoH” in practice
Identified several areas for improvement
Re-SCORE
• Secret Shopping Volleyball Tournament
Premier Beauty Show
SE Builders Show
Lawn & Garden Show
Re-SCORE
Re-SCORE
• Surveys Vendor Experience
Guest Experience
Re-SCORE
Re-SCORE
Re-SCORE
• “CoH” Re-launch Workshop Led by Super Orange
Groups from across OCCC
Re-SCORE
• “CoH” Re-launch Workshop
Re-SCORE
• “CoH” Overview Session Led by Jim Barnes
Discussed mission and values
Used to develop new values
Worked to reach consensus on shared SCORE values
Re-SCORE
• Background
• Re-SCORE
• Project Results
• Lessons Learned
Presentation Outline
• CoH Results Session Led by Jim Barnes
Discussed mission and values
Identified new SCORE values
Project Results
Project Results
The mission of the Orange County Convention Center is economic development. By hosting regional, national and international conventions, meetings and trade shows, the Center infuses the local economy with new money and expanding business opportunities. The mission of our staff is to provide outstanding service to the clients and users of the Center, to stimulate their desire to return and to enhance the community’s reputation for excellence.
The mission of the Orange County Convention Center, “The Center of
Hospitality”, is economic development.
The Center infuses our local economy with new money and expanding
business opportunities.
Project Results
Project Results
S AFETY & SUSTAINABILITY
C OURTESY
O WNERSHIP
R ESULTS
E XTRA STEPS & ETHICS
Project Results
S AFETY
C OURTESY
O WNERSHIP
R ESPONSIBILITY
E XCEED
Safety
The safety of our guests, my co-workers and myself is a top priority
I will take the appropriate action to correct all safety hazards
I will follow all safety guidelines and will not operate any equipment for which I have not been trained
Project Results
Safety
Safety is my top priority
Project Results
Courtesy I will treat everyone with respect and
maintain a positive attitude
Project Results
Ownership
When I become aware of a problem, I will take action
Project Results
Responsibility
I will be accountable and work in an honest, efficient, and
environmentally friendly way
Project Results
Exceed
I will strive to exceed expectations
Project Results
• Background
• Project Steps
• Project Results
• Lessons Learned
Presentation Outline
• OCCC is “The Center of Hospitality”
• OCCC Staff have a direct impact on the economic well being of Orange County
• Re-examining your mission and values can strengthen your organization
• Customer Service is essential!
Lessons Learned
• Project Benefits Re-SCORE project reinvigorates and
recommits OCCC staff to “CoH”
Higher level of repeat business and improved economic benefits
SCORE principles can be applied elsewhere
Anticipate and exceed customer expectations
Lessons Learned
• Experiencing another business area and how it fits in the organization
• Relationship building
• Challenging our abilities
• Working with Jan
Lessons Learned
• Team Member Workplace Tours CEDS – Permitting & Planning
Corrections
Public Works
Utilities
Lessons Learned
Orange County Visionary Series
November 6, 2014
Super Orange Re-SCORE Project