the role of leadership in driving excellence
DESCRIPTION
This presentation outlines what impedes organizations from achieving excellence, and leadership\'s role in creating and sustaining a culture of excellence.TRANSCRIPT
The Role of Leadership inCreating a Culture of
Excellence
The Role of the Leader in Creating a Culture of Service Excellence
The customer is the most important visitor on our premises.
He is not dependent on us. We are dependent on him.
He is not an interruption of our work. He is the purpose of it.
He is not an outsider of our business. He is part of it.
We are not doing him a favor by serving him.
He is doing us a favor by giving us the opportunity to do so.
--Mahatma Gandhi
We will cover:• The Three Dangers
that Impede Excellence
• Key Qualities of a Purpose-Driven Leader
• The Six Principles of Service Excellence
• Applying What You Have Learned
The Role of the Leader in Creating a Culture of Service Excellence
The Role of the Leader in Creating a Culture of Service Excellence
What are Your Current What are Your Current Service Challenges?Service Challenges?
• Consistency in Service
• Employee Engagement
• Customer Problem Resolution
• Empowerment
• Team Alignment & Communication
• Accountability
• Service Philosophy
• Other
The Role of the Leader in Creating a Culture of Service Excellence
Non-Believers
Believers ChangeAgents
The Three Levels of Engagement
The Role of the Leader in Creating a Culture of Service Excellence
The Three DangersThe Three DangersThe Three DangersThe Three Dangers
CompromiseCompromiseLack of
AccountabilityLack of
AccountabilityInconsistencyInconsistency
The Roadmap The Roadmap to Excellenceto Excellence
Customer Loyalty
Department Accountability
Lead
ers
hip
Develo
pm
en
t
Philosophy,
Values & Cultu
re
Work
En
vir
on
men
t&
Team
work
Quality/
Continuous Improvement
Selection
Process Skill &
Knowledge
The Role of the Leader in Creating a Culture of Service Excellence
Does Your Team Know….Does Your Team Know….• What is the definition of service excellence?
• What is necessary to achieve high customer loyalty?
• How their 100% engagement is linked to service excellence?
• What is the purpose of leadership in driving excellence?
The Role of the Leader in Creating a Culture of Service Excellence
Customer Service Service Excellence
Meeting Expectations
Compliance with Needs
Meeting Standards
Warm & Friendly
Competent / Knowledgeable
Focus on Function
Customer Satisfaction
Exceeding Expectations
Compliance and Anticipation
Exceeding Standards
Accommodating & Flexible
Subject Matter Expert
Focus on Purpose
Customer Loyalty
The Role of the Leader in Creating a Culture of Service Excellence
Customer Loyalty
CustomerSatisfaction
PersonalizedService
Defect-FreeProduct
Easy, EffectiveProblem Solution Process
Warm & FriendlyService
ContinuousImprovement
The Role of the Leader in Creating a Culture of Service Excellence
Curt CoffmanEmployee Engagement Global Practice LeaderThe Gallup Organization
““We’re running as an economy We’re running as an economy at 30 percent efficiency”at 30 percent efficiency”
Only 3 out of every 10 employeesOnly 30 out of every 100 employees...are working at their highest potential
The Role of the Leader in Creating a Culture of Service Excellence
EMPLOYEE ENGAGEMENTEMPLOYEE ENGAGEMENT
Service Excellence cannot be achieved without PEOPLE! They must clearly understand:
• PURPOSEPURPOSE – What is my purpose?
• ROLEROLE – What is expected of me?
• ACTIONSACTIONS – What must I do?
• SYSTEMSSYSTEMS – What processes are in place to make me successful?
ACTIONSROLE
SYSTEMS
PURPOSE
The Role of the Leader in Creating a Culture of Service Excellence
Leadership Function Leadership PurposeManage and oversee department or division operations
Operate within budget
Hire and manage employees
Attend meetings
Control costs and waste
Maintain and improve worker productivity
Handle internal/external conflict
Complete reports
Maintain safe work environment
Inspire, lead and motivate employees to achieve greater goals
Set the vision and mission for the department or division
Be a mentor, coach and role model
Ensure the team is aligned around a common purpose
Provide direction, praise and recognition for a job well done
Develop the skill and talent of their team
The Role of the Leader in Creating a Culture of Service Excellence
Senior Leadership Alignment & Accountability
The Six Principles of Service Excellence is a comprehensive approach to effectively improving the work environment, employee performance and
the service experience for your customers all in one initiative.
Principle 6Measurement &
LeadershipAccountability
Principle 5Organizational
Alignment
Principle 4Intervention &
LearningStrategy
Principle 3Service
Standards
Principle 2BusinessObjectives
Principle 1Vision and Mission Statement
The Role of the Leader in Creating a Culture of Service Excellence
Level I CREATES THE BASIS FOR THE CULTURE
Level II CREATES THE BASIS FOR SUSTAINABILITY
Level IIICREATES THE BASIS
FOR CREDIBILITY
Vision/MissionBusiness Goals
Service Standards
Intervention &Learning Strategy
Organizational Alignment
Measurement & Leadership
Accountability
The Six Principles of Service Excellence
Your role as a Leader is to ensure that your service philosophy is:
• Known• Clearly Understood• Relevant• Aligned• Discussed• Acted On• Measured
Creating a Culture of Service Excellence has a
Trickle Down Affect
Senior Leadership
Managers
Supervisors
Employees
The Role of the Leader in Creating a Culture of Service Excellence
EXCELLENCE EXCELLENCE ==
(Utilization of the Six (Utilization of the Six Principles)Principles)
AlignmentAlignment
++
ConsistencyConsistency
++
AccountabilityAccountability
++
TeamworkTeamwork
++
EmpowermentEmpowerment
Note:Service Excellence
cannot be achieved without these five basic elements!
The Role of the Leader in Creating a Culture of Service Excellence
The Role of the Leader in Creating a Culture of Service Excellence
“The Greatest Danger for most of us is not that we aim too high and we miss it, but we aim too low and reach it.”
--Michelangelo
“The Greatest Danger for most of us is not that we aim too high and we miss it, but we aim too low and reach it.”
--Michelangelo
What’s the Next Step• AssessAssess your team
• Determine your GapsGaps
• Devise a plan for ImprovementImprovement
• InvolveInvolve and EmpowerEmpower your employees
• Be a RoleRole ModelModel for Excellence
• Create a Work Environment that Makes “Service Excellence” SustainableSustainable, not a program of the month
• Do not Compromise – be ConsistentConsistent
• Remember…There is NoNo ExcuseExcuse for substandard service!
The Role of the Leader in Creating a Culture of Service Excellence
Vision/MissionBusiness Goals
Service Standards
Intervention &Learning Strategy
Organizational Alignment
Measurement &Leadership Accountability
Other Leadership Other Leadership Presentations that May Presentations that May
Benefit Your TeamBenefit Your Team• The Six Principles of
Service Excellence
• Creating a Culture of Excellence through Line-Ups
• Raising the Bar to Drive Excellence
• Employee Empowerment & Problem Resolution
Thank You!Thank You!For More Information
Visit Our Website Today
www.psbydesign.com
The Role of the Leader in Creating a Culture of Service Excellence