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Open Space Technology
Issues and Opportunities in Creating a Culture of
Service Excellence |
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Report |
| Topic: Key Success Factors to
Create a Culture of Service Excellence |
| Topic #: 2B |
| Initiator: Philip
Participants:
- Mary
- Victor
- Pom
- Florence
- Karl
- Doug
- Jo
- Karen
- Forrest
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Notes:
- Line Support
- Encourage
- Reward
- Coach
- Training – Concept
- Create a learning culture
- Right people
- Background
- Attitude
- Educational background – certain level
- Common language
- Job matching – right person, right job
- Culture factors
- Spend time understanding employees
- Coach
- Motivate
- Praise
- Role Model
- Quantify service standards
- Proud of what they are doing
- Knowing the concept why (mindset)
- Instill customer experience
- Rewards and consequences
- Culture love their jobs
- Skills – training
- Employees feel important
- Empower
- Caring from management
- Core principles defined
- Recognition and appreciation
- Sharing stories
- Agenda item in meeting
- Career path
- Responsibility makes people feel important
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