Over many years we have experimented and developed our own model for service excellence. Our model includes six re-enforcing elements. Like any re-enforcing model, when performed correctly the model creates a virtuous cycle (things get better and better).
On the flip side, if any of the elements are missing or not performed correctly, the model generates a vicious cycle, that is things get worse and worse.
The six elements of our model include Understanding Expectations, Service Standards, Develop & Recruit, Listen, Measure & Respond and Recognise, Reward & Celebrate. Each element includes a series of sub-elements, the contents of which provide the detail for implementing each of the six core elements.
At the highest level the model itself is a story.
In order to best serve your customers you need to understand their expectations. Once their expectations are understood the organisation can create appropriate service standards that will give the organisations the best possible chance to meet and/or exceed the expectations of its customers.
Existing staff need to be developed so that they have the capacity to meet/exceed customer expectations and the organisations recruitment processes musty give it the best possible chance to attract appropriate people to the organisation.
Everyone must listen. Management need to listen to staff, staff to management, everyone to their stakeholders, colleague to colleague, department to department and everyone to their customers.
The organisation must then be able to measure how it is performing against its service standards and be able to swiftly respond if it discovers that it is off course.
Finally, the organisation as a whole must be excellent at recognising, rewarding and celebrating great service. A culture that celebrates great service will re-enforce the importance of understanding expectations and the cycle continues.
The OTM Service Strategy is supported by a 50 point assessment tool that can be used to asses an organisation's current practice of service excellence.
Please feel free to comment on this article or to share your approach to providing service excellence on a consistent basis.