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

Report

Participants:

• Mei
• Philip
• Jeff
• Cindy
• Henry
• Doug
• Stingo
• Werner

Notes:

• How to handle service?
• Opportunities . . .Yes!!
• Customers
• More training
• Communication (internally, PR)
• Crisis = pressure=team building
• Training
• Job rotation
• Confidence building
• Case studies
• Scenarios
• Access to information
• Different decision-making process
• Counseling
• Risk Management cell
• Identifying potential risks
• Strengths
• Weaknesses
• Opportunities
• Threats
• Information sharing on cases of past crisis (in a cross functional way)
• Simulations
• Procedure
• Confidence
• Coordination
• Case = redundancy (Situation how to sustain service quality? Damage control)
• Necessity to communicate (not only thru bad times)
• Through sustained relationship
• Organization structure (trust, communicative)
• Trust
• Creation of Focus groups (random pick)
• (To determine if moral is affected or necessary steps)

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