Service Excellence - Do You Have the Right Team?

Retooling for the Future

Service ExcellenceDo You Have the Right Leadership Team to

Drive Excellence?

Theo Gilbert-JamisonTheo Gilbert-JamisonMPCA Annual Conference

September 28, 2009

Creating a Culture of Service,

Performance, and Operational Excellence is a journey, not a destination.

Do You H

ave the Right Leadership Team?

ServiceServiceExcellenceExcellence

Customer Loyalty

Department Accountability

Lead

ers

hip

Develo

pm

en

t

Philosophy,

Values & Cultu

re

Work

En

vir

on

men

t&

Team

work

Quality/

Continuous Improvement

Selection

Process

Skill &

Knowledge

Do You H


The Roadmap to Driving ExcellenceThe Roadmap to Driving Excellence

Do You H


Learning Learning ObjectivesObjectives

• Clarify what is necessary to drive excellence

• Identify your organizational & leadership gaps

• Outline steps to creating sustainable change

Unclear Vision & Mission

No Defined Expectations

Compromise

Lack of Accountability

Lack of Alignment

Lack of Engagement

Inconsistency

What are your leadership challenges What are your leadership challenges in driving service excellence?in driving service excellence?

Do You H


Non-Believers

Believers ChangeAgents

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The customer is the most important visitor on our premises.

He is not dependent on us. We are dependent on him.

He is not an interruption of our work. He is the purpose of it.

He is not an outsider of our business. He is part of it.

We are not doing him a favor by serving him.

He is doing us a favor by giving us the opportunity to do so.

--Mahatma Gandhi

Do You H


The Three DangersThe Three Dangersthat impede excellence

CompromiseCompromiseLack of

AccountabilityLack of

AccountabilityInconsistencyInconsistency

Do You H


Retooling for the FutureRetooling for the Future

Customer Service Service ExcellenceMeeting Expectations

Compliance with Needs

Meeting Standards

Warm & Friendly

Competent / Knowledgeable

Focus on Function

Customer Satisfaction

Exceeding Expectations

Compliance and Anticipation

Exceeding Standards

Accommodating & Flexible

Subject Matter Expert

Focus on Purpose

Customer Loyalty

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PATIENTLoyalty

PATIENTSatisfaction

PersonalizedService

Defect-FreeProduct

Easy, EffectiveProblem Solution Process

Warm & FriendlyService

ContinuousImprovement

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Leadership Function Leadership Purpose

Manage and oversee department or division operations

Operate within budget

Hire and manage employees

Attend meetings

Control costs and waste

Maintain and improve worker productivity

Handle internal/external conflict

Complete reports

Maintain safe work environment

Inspire, lead and motivate employees to achieve greater goals

Set the vision and mission for the department or division

Be a mentor, coach and role model

Ensure the team is aligned around a common purpose

Provide direction, praise and recognition for a job well done

Develop the skill and talent of their team

Do You H


The Six Principles of SERVICE EXCELLENCE

Principle 6Measurement &

LeadershipAccountability

Principle 5Organizational

Alignment

Principle 4Intervention &

LearningStrategy

Principle 3Service

Standards

Principle 2BusinessObjectives

Principle 1Vision and Mission Statement

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STARTED STOPPED CONTINUED

Since October 2008Since October 2008To creating and sustain a culture of service excellence, what have you…

Retooling for the FutureRetooling for the FutureD

o You Have the Right Leadership Team

?

What is Your Core

Processes

Data/Goals

Profit

Customers

Growth

Employees

Do You H



ServiceExcellence

Processes

Data/Goals

Profit

Patients

Growth

Employees

Do You H



LEVEL ONE

Organizations

LEVEL TWOOrganizations

LEVEL THREEOrganizations

Do You H


The Three Levels of Organizational Effectiveness

Level 1Level 1

Level 2Level 2

Level 3Level 3

We have no written:•Vision•Mission•Core Values•Standards of Service•Business Objectives

Solution:

Leaders Need a Common Purpose


Do You H


Level 1Level 1

Level 2Level 2

Level 3Level 3

We are a successfulorganization with a

definedservice philosophy.

However,we have no strategy

for creating a culture of

service and performanceExcellence.

Appropriate Interventions:•Customer/Employee Sat. Surveys

•New Employee Orientation

•Re-Orientation through SEW & LTK

•Organizational Alignment/Line Ups

•Service Excellence Scorecard

Solution:Leaders Need an

Execution Strategy to ensure consistency


Do You H


Level 1Level 1

Level 2Level 2

Level 3Level 3

We are a successful, savvy

organization. However,

we have no process for

sustaining a culture of service

and performance excellence.

Appropriate Interventions:•Focus on The Three Dangers

•Service Excellence Audit

•Problem Resolution & Empowerment

•Quality Management

•The Leadership Academy

Solution:Leaders need a

sustainable processto ensure accountability


Do You H


The Level One LeaderThe Level One Leader

Processes PurposeDISCONNECT

•Limited exposure to new thinking - close minded to change

•No articulated purpose – functionally driven

•Intimidated by challenge

•Limited exposure to new thinking - close minded to change

•No articulated purpose – functionally driven

•Intimidated by challenge

Do You H


The Level Two LeaderThe Level Two Leader

ProcessesProfitGrowth

Purpose

STRUGGLE

•Some exposure to new thinking - open minded to change

•Understands purpose – but finds it difficult to balance with function

•Willing to accept challenge, but to a limit

•Some exposure to new thinking - open minded to change

•Understands purpose – but finds it difficult to balance with function

•Willing to accept challenge, but to a limit

Do You H


The Level Three LeaderThe Level Three Leader

ProcessesProfitsGrowth

PurposeBALANCE

•Fully exposed to new thinking – not intimidated by change

•Understands their purpose – Prioritizes to ensure balance between function & purpose

•A maverick – excited by the challenge

•Fully exposed to new thinking – not intimidated by change

•Understands their purpose – Prioritizes to ensure balance between function & purpose

•A maverick – excited by the challenge

Do You H


Is your Service Philosophy?

Known

Clearly Understood

Relevant

Aligned

Discussed

Acted On

Measured

Creating a Culture of Service Excellence has a

Trickle Down Effect

Senior Leadership

Managers

Supervisors

Employees

Do You H


Our “WOW”“WOW” ChecklistThe Patient Experience

Our Front Desk Receptionist stands up, provides a warm, sincere, smiling welcome

Our Front Desk Receptionist clearly provides their name and offers assistance

Our Front Desk Receptionist uses patient’s name at least once prior to closing

Our Front Desk Receptionist exhibits a sincere desire and compliance to all patient requests

Our Front Desk Receptionist offers a personalized service or recommendations

Our Front Desk Receptionist is efficient yet unhurried and sensitive to the patient needs

Our Patient feels well served

Do YO

U H


To improve, To improve, what must what must you…you…

• START

• STOP

• CONTINUE

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What’s the Next Step• AssessAssess your team

• Determine your GapsGaps

• Devise a plan for ImprovementImprovement

• InvolveInvolve and EmpowerEmpower your employees

• Be a RoleRole ModelModel for Excellence

• Create a Work Environment that Makes “Service Excellence” SustainableSustainable, not a program of the month

• Do not Compromise – be ConsistentConsistent

• Remember…There is NoNo ExcuseExcuse for substandard service!

Vision/MissionBusiness Goals

Service Standards

Intervention &Learning Strategy

Organizational Alignment

Measurement & Leadership

Accountability

Do You H



Thank You!Thank You!For More Information

Visit Our Website Today

www.psbydesign.com

Copies of Theo’s books can be purchased through Amazon.com

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Service Excellence - Do You Have the Right Team?

Business

Transcript of Service Excellence - Do You Have the Right Team?