CHAPTER 4: Service Culture

• Due to technological innovations, differentiation is harder for companies, but through excellent service quality, they can stand out.
• The customer is the best marketing tool for every business.
• Unwillingness to deliver excellent customer service (DECS) leads to customer loss.
• Good impression is included in customer service skills, through the way they act and dress.
• Apply market segmentation to choose a specific type of customer or groups of customers to serve competently.
• Leadership decides what kind of corporate visions and culture it wants.
• Align external customer satisfaction with internal customer satisfaction through leadership.
• Feedback and reward system reinforces its mission of customer satisfaction by rewarding employees who did well in customer service.
• Through feedback, customer satisfaction can be quantified.
• ACCOUNTABILITY

  ·      Acts in alignment with the org’s desired culture to achieve organizational goals. Holds self & others accountable to the org, citizens, & stakeholders
• BUILDING ORGANIZATIONAL COMMUNITY

  ·      Collaborates with & respects other employees & team members. Diversity and inclusion.
• COMMUNICATION

  ·      Fosters open communication, speaks truthfully & with one voice, listens to others & values all opinions
• STRATEGIC ORIENTATION

  ·      Takes an active role in developing & communicating a vision for the organization. Considers broad & long-term factors
• INNOVATION

  ·      Recognizes citizens are at the heart of improvement & innovations. Is flexible & adaptable in meeting the changing needs & demands.
• PERFORMANCE MANAGEMENT

  ·      Demonstrates initiative & resourcefulness to get things done. Keeps commitment
• PLANNING & RISK MANAGEMENT

  ·      Translates actions into means for action· Plans for and manages risk.
• SERVICE QUALITY

  ·      Achieved when customer expectations are achieved
• SERVICE STANDARDS

  ·      A guide to orient people, not used to define their job
• SERVICE EXCELLENCE

  ·      Look beyond the standards
• The Baldrige Criteria for Performance Excellence

  Leadership

  Customer

  Operations

  Results

  Workforce

  Measurement, analysis, and knowledge management

  Strategy
• The Malcolm Baldrige Nations Quality Award recognizes US companies with successful quality mgmt. systems
• In 1987 MBQNA was established.
• The US congress established MBQNA
• MBNQA is the nation's highest presidential honor for performance excellence.
• MBNQA is name after the former Secretary of Commerce Malcolm Baldrige
• CUSTOMER OPERATIONS PERFORMANCE CENTRE (COPC)

  A Performance Mgmt. System for Call Center & Customer Experience Operations
• SERVICE

  ·       The interface bet the org & customers & by the org’s internal activities, to meet customer needs
• Total Quality Management

  ·       Fundamental philosophy is the continuous process of improvements
• EIGHT PRINCIPLES OF QUALITY

  ·       These principles form the conceptual foundation for the ISO portfolio of quality mgmt. standards
• 8 Principles of Quality

  • Customer Focus
  • Process Approach
  • System Approach to Managements
  • Involvement of People
  • Mutually Beneficial Supplier Relationship
  • Factual Approach to Decision Making
  • Continuous Improvement
  • Leadership
• 8 Principles of Quality: CUSTOMER FOCUS

  ·       Focus on them by understanding & meeting their customer's current & future reqs & expectation
• 8 Principles of Quality: LEADERSHIP

  ·       Leaders shall establish & maintain the internal environment
• 8 Principles of Quality: INVOLVEMENT OF PEOPLE

  ·       Retain, enhance, encourage & recognize employees
• 8 Principles of Quality: PROCESS APPROACH

  ·       Manage the processes to enhance performance
• 8 Principles of Quality: SYSTEMS APPROACH TO MANAGEMENTS

  ·       Manage processes as one coherent quality mgmt. system
• 8 Principles of Quality: CONTINUOUS IMPROVEMENT

  Sustain ongoing focus on improvement.
• 8 Principles of Quality: FACTUAL APPROACH TO DECISION MAKING

  ·       Success comes from evidence-based decision making
• 8 Principles of Quality: MUTUALLY BENEFICIAL SUPPLIER RELATIONSHIPS

  ·       Manage relationships with suppliers & partners