TABLE OF CONTENTS The materials needed for this activity are
flipchart with full pad of paper
two colours of marking pens per team
| CD | magazines, scissors (optional) |
masking tape
| PowerPoint Item | PowerPoint slides: Internal Customer Expectations (slide 9-2), Just Fantastic! (slide 9-3). |
35 minutes
Explain that all customers, external and internal, have expectations and ideas about how an organization should deliver services. Tell participants that in this activity they will be considering what they would see in their organization if it were working at its optimum level.
Show the Internal Customer Expectations slide. Tell participants that they will be creating a model for their own organization based on what they (internal customers those who provide services to each other) would like to see. Explain that they will be creating a drawing of what their organization looks like and does, and listing key concepts as well. (Or you might have them create collages using magazine pictures to depict their optimum organization.)
Tell participants that their pictures and descriptions may address anything that is important to them, such as
what staff members are like
how they treat each other
how they treat customers
what customers are like
what the offices and buildings look like
what the dress code is
what the characteristics of managers and supervisors are
how people get paid and rewarded how policies and procedures are created and implemented.
Show the Just Fantastic! slide. Tell participants that some sample categories of what they might include in their drawings and collages are...
