Open Space Technology
Issues and Opportunities in Creating a Culture of Service Excellence

Report

Participants:

• Florence
• Veronica
• Cherry
• Mary
• Helen
• Joey
• Rachel

Notes:

Break downs:

• People don’t care
• Incompetent
• Not working from the heart – or don’t know how
• Don’t have a comprehensive plan to execute
• Bored with providing excellent service
• Different definitions of service excellence
• Communication breakdown
• Email- good when there is limited time
• Money / motivation to upgrade systems
• Manpower
• Measurement of service excellence
•  
• Solutions to prevent breakdown
• What can employee bring to the job?
• Share success stories
• Find out where employees want to go – bright future
• Share appreciation . every employee is important
• Pilot group for taking initiatives actually – doing job well. Recognition for it – share new with rest of employees.
• Relate training to job. Apply what you learn
• Diagnose problems with top management support
• Ensure management is aware of employee’s job responsibilities
• Cross-training
• Be responsible for you r own development
• Trust=respect
• More tools needed for measuring service excellence
• Analyze training needs
• Share job experience after training. Was it effective?

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