Building a Culture of Service (COS)

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Building a Culture of Service (COS)
Stage 1: Blueprints
Stage 2: Construction
Stage 3: Maintenance
 Develop Action Plan for Who does What by When to
 Develop Action Plan for Who does What by When to
 Develop Action Plan for Who does What by When to
accomplish all of the below
accomplish all of the below
accomplish all of the below
 Communicate to organization what COS is and why it’s Important
 Discussion, events, motivation to ensure organization embraces what
COS is and why it’s Important
 Embedded system for checking in on COS pain points and making
course corrections
 Communicate service concepts to organization:
o Benefits of customer feedback
o Minimizing perceived customer effort
o Importance of standards to promote:
 Responsiveness
 Knowledge
 Consistency
 Accessibility
 Training on service concepts:
o Benefits of customer feedback
o Minimizing perceived customer effort
o Importance of standards
 Onboarding on COS Standards
 Identify/Communicate your organization’s mission
 Gather customer input and verify where needs are not being met fully  Ongoing Customer Feedback with course corrections as needed
(TAP Survey, organization surveys, other tools unique to your
organization)
 Work across organizations to meet Customer Needs, Develop
Partnership Agreements
 Identify/Communicate Core Services of organization (survey priority)
 Refresher COS training
 Training Plan for additional COS development needs
 Work with TAP Survey Team
 Identify/Communicate Core Customers and their needs
 Identify current customer feedback systems and what is needed
 Communicate to Organization & Implement the Central
Administration Step 1 COS Standards (Checklist)
 For Central Administration Standards, Create systems for Metrics,
Accountability and Recognition
 Identify your own Organization COS Standards
 Communicate Organization COS Standards, work to build Acceptance,
Create systems for Metrics, Accountability and Recognition
 Identify Core Processes and Process Gaps impacting ability to meet
customer needs fully
 Process redesign to close COS gaps, Communicate changes
 Adoption of additional Central Administration COS Standards
 Ongoing Metrics, Accountability and Recognition systems – which are
updated as needed
 Nurture Culture which encourages Input/Innovation
 Ongoing COS Process Improvement
If you have questions, please contact Celeste Duncan, Culture of Service Consultant, Organizational Excellence, 206.221.1408 or [email protected]
Tips for Facilitating Change
Top-Down, Consultant-Driven Change Progression
Leader identifies problem, enlists
consultants, endorses change
recommended by experts
Self-Discovery, Inside-Out Change Progression
Leaders work together with
staff and customers closest to
the work, to identify shared
needs and desired changes
Leader sponsors training program to be
cascaded down through organization
A series of communication strategies are implemented
to generate buy-in and overcome staff resistance to
change
Staff are expected to follow the new best practices without
deviation.
Successful practices are
adapted to local conditions,
spread via informal social
networks, and
sustained/owned by staff
With support from leaders,
staff generate a purpose,
desired outcomes and plan of
action, and implement plan
New approaches are invented,
and staff and customer see
results for themselves

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