Business Success Through Service Excellence
Including a series of case studies, as well as a service excellence questionnaire, this guide identifies the key ingredients of service excellence and shows how leading companies have achieved success.
TABLE OF CONTENTS Business Success Through Service Excellence
This chapter
This chapter is structured around the five key statements that are used in the Awards scheme to assess how well companies achieve leadership and values. These statements are:
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Our values are widely understood and practised.
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Leadership reflects the organisation s values.
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Our processes of management enact our values.
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Senior managers actively champion customers.
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We invest in developing leadership across the organisation.
Two previous winners of the Awards scheme have been chosen to demonstrate how well they have managed to engage their employees in providing service excellence. The companies are: CragRats (Business-to-Business) and Happy Computers (Small Business).
Our values are widely understood and practised
Values are the life blood of the organisation and as a result it is important that they are lived on a daily basis. It is essential that they are widely understood and practised so that they can guide staff behaviour in appropriate ways. However, unfortunately many companies develop values statements and present them to staff without ever having discussed them with the staff. They then wonder why there is a wide gap between stated values and the actual behaviour that people observe in the organisation. It is absolutely vital that draft values are discussed widely with employees and modified in the light of those discussions. Once values are agreed, supporting practices and procedures can then be drawn up to support the values.
A good way of assessing the degree of fit between stated values and actual values is to be a...
Copyright Moira Clark and Susan Baker 2004 under license agreement with Books24x7
