Wednesday, December 14, 2011

Is your People Strategy aligned with your Service Strategy?

Your organisation’s People Strategy includes everything from recruitment, to development and the way people exit your organisation. People are fundamental to the implementation of your Service Strategy so the way that you approach your recruitment, development and exit processes are examples of that strategy in action. 

How do you recruit, develop and exit people from your organisation? 

Are these activities performed in a way that reflects a service approach toward your people?
Copyright Gary Ryan 2011
Research Participant
The way people are exited from an organisation is a true test of its approach to service. When the company had to reduce staff numbers through no direct fault of its own and it did everything it could over a 12 month peeriod to help to prepare the exiting staff for their next job, I thought to myself, “This company really cares about people. I hope that their next company cares as much.”

Why not use this article as a catalyst for Conversations That Matter® within your workplace.
The OTM Service Strategy includes 7 key elements and 50 attributes that provide synergy for an effective service strategy. Find out more here.

Sunday, December 11, 2011

Does clutter detract from the services you offer?

Clutter creates stress and creates a sense of disorganisation. What systems do you have in place to keep both front-of-house and back-of-house areas free from clutter?

If you ‘sweep your mess under a carpet’ rather than clean it properly, your back-of-house systems and processes will eventually let your front-of-house operations down.

Would you be comfortable letting the public see your back of house operation? If not, why not?

What could you do about this situation?
Copyright Gary Ryan 2011
 Research Participant
Our back of house operations had always been a shambles. But we seemed to keep getting away with it. Until one day we didn’t. And the company nearly went broke because of it. Luckily we survived and we cleaned our act up. Literally!

Why not use this article as a catalyst for Conversations That Matter® within your organisation.

Wednesday, December 7, 2011

OHS&E, Privacy and Risk are all about Service Excellence

A service approach to occupational, health, safety, environmental, privacy and risk management issues means that your underlying approach is not one of compliance, but one of creating an environment that is safe and productive for your staff, and one that is safe and respectful for your customers.

A service approach means that you proactively schedule reviews of these aspects of your work so that you are never out-of-date. This means that you may go over and above standards set out by the law. Sometimes they just aren't what the standard should be.
What is your organisation's approach to these aspects of service excellence?
©Copyright Gary Ryan 2011

Research Participant
I used to get quite stressed about safety compliance issues. Once I shifted my thinking and recognised that safety isn’t about compliance but about being able to deliver great service, it somehow made it easier.

Why not use this article as a catalyst for Conversations That Matter® within your workplace.

Thursday, December 1, 2011

What promises are on your corporate website?

Recently when working with people in the areas of management development and/or service excellence, I have been surprised by how many employees know very little about what is on their company website.
Upon discovering this issue I then ask the staff members if they have ever had situations where clients have referred to something that they had read or viewed on their website that the staff member didn't know about.
Nearly everyone has said that they had experienced such a situation.

When I then ask who they believe is responsible for ensuring that they (the employees) know what is on the website, they reply, "Senior Management" or "The Marketing Department".

Very few people say, "Me!".

In reality it is a two way street. Senior managers and marketers should communicate with staff regarding what is being communicated via the corporate website. Staff should also take personal responsibility for knowing what is being communicated. In this way the Market - Communication Gap can be minimised or eliminated.

What is your experience of this issue?

Find out about the OTM Service Strategy to help you to close your market - Communication Gap.