Improving Service Quality Workshop - For Senior Management Team

8/8/2019 Improving Service Quality Workshop - For Senior Management Team

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Add Company Name

Improving Service Quality

Workshop

www.htc-consult.com


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Workshop Overview

Introduction

Service Quality in Context

The Service Quality Framework

Agreeing the Service Goals for Add Company Name

Self-assessment against the goals to determine current gaps

Action Planning How to Communicate those goals to the wider team?

How to address any gaps identified?

How to internally and externally measure service quality into the

future?


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Keep Things Simple . . .

Everything should be made as simple as

possible, but not simpler.

Albert Einstein


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Today is really about four questionswith regard to service quality. . .

Where are wenow?

Current Service

Quality

Service

Excellence

Where do wewant to be?

Defining Service

Goals

How will we getthere?

Action

Planning

How will we know weare getting there?

Measuring Service

Quality


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Service Quality in Context


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Its not only about price...Its aboutValue

Price Vs Value

Understanding the Risk Factor


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Why Bother Striving for ServiceExcellence?


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Service and Profit

Excellent service is a profit strategy because it results

in:

More new customers

More business with existing customers, fewer lostcustomers

More insulation from price competition - excellentbusinesses can charge a premium price

Fewer mistakes requiring the re-performance of services.


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What is Service Quality?

Reliability32%

The ability to perform the promised servicedependably and accurately

Responsiveness

22%

The willingness to help customers and provide

prompt serviceAssurance19%

The knowledge and courtesy of employeesand their ability to convey trust andconfidence

Empathy

16%

The caring, individualized attention provided

to customers

Tangibles11%

The appearance of physical facilities,equipment, personnel, and communicationmaterials


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All customers are equal...but someare more equal than others

The top 20 percent of customers tend to generate the lionsshare of profits.

Companies only break even on the spending of the middle70 percent.

The bottom 10 percent actually generate a loss.

Source: Deloitte


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Service Excellence Doesnt Happenin Isolation

Engaged Employees

Employees feel fullyengaged with thebusiness and arewilling to give theirall in support ofachieving thecompanies goals

Quality System

Effective systemsand procedures arein place, witheffective traininggiven to employees

Culture & Climate

The culture of thebusiness isemployee andcustomerfocused and the

climate at workis positive

Effective Leadership

Continuous Improvement

ServiceExcellence


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Employee Engagement - SomeEvidence

Gallup Q 12 Survey

The Three Types of Employees

Engaged employees work with

passion and feel a profound connectionto their company

Not Engaged employees are essentiallyChecked Out. Sleepwalking through theirworking day

Actively Disengaged employees arent justunhappy at work, theyre busy acting out theirunhappiness

29%

55%

16%


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Some Evidence

CIPD

Employee Engagement Survey

Actively Engaged

Moderately Engaged

Actively Disengaged

35%

57%

8%


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CIPD Survey

Only 37% of employees had confidence in their seniormanagement team

Only 34% trustedtheir senior managers

42% didnt feel they were kept well informedaboutwhats going on in their organization

30% indicate that their manager rarely or never givesfeedbackon their performance

25% felt completely undervalued

Only 50% of employees feel that their senior managershave a clear vision of where the organisation is going


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The Human Equation

Employees

Engaged

Employees

Employees

Leadto

Processes

Productivity,

efficiency andquality

Processes

Resultsin

Results

OutcomesAchieved &

SatisfiedCustomers

Results

Engaged employees deliver better results.Effective leadership engages employees!


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Exercise

In your pairs/groups, identify how well you currently perform

against the Service Excellence Model.

Take 15 mins.


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Service Excellence Doesnt Happenin Isolation

Engaged Employees

Employees feel fullyengaged with thebusiness and arewilling to give theirall in support ofachieving thecompanies goals

Quality System

Effective systemsand procedures arein place, witheffective traininggiven to employees

Culture & Climate

The culture of thebusiness isemployee andcustomerfocused and the

climate at workis positive

Effective Leadership

Continuous Improvement

ServiceExcellence

How do you know?

How do you rate in these areas?


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The Service Quality Framework


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The Route to Excellence

The Route to Service Excellence

ExperienceExpectations Evaluation

What are yourcustomers

common andspecific

expectations?

How do you definethem?

Physical

Products

People

Procedures

How does theexperience you

offer rate againstthe qualitycontinuum?

Are you exceedingyour customersexpectations?

How do you know?


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Where are wenow?

Current Service

Quality


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Exercise

In your pairs/groups, identify what you believe are the key

service quality issues to be addressed at Add Company Name.

Use the framework to guide your discussions.

Take 20 mins.


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Achieving Consistency (S)

The Route to Service Excellence

ExperienceExpectations Evaluation

What are yourcustomers

common andspecific

expectations?

How do you definethem?

Physical

Products

People

Procedures

How does theexperience you

offer rate againstthe qualitycontinuum?

Are you exceedingyour customersexpectations?

How do you know?


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Defining Service

Goals


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Service Goals Concept Standards versus Goals

Sample

Service

Goals

The exterior and surroundings of the establishment are always well maintained,

create a positive first impression and are safe and secure for customers. Smoking

areas are regularly tidied.

The appearance and hygiene of employees is always good and they consistently

wear name badges.

The presentation and quality of facilities within the establishment is always of a high

standard.

Toilets are well maintained and presented at all times and offer a pleasant,

comfortable and hygienic environment.

All customers receive a prompt acknowledgement upon entering and a warm

welcome is given with appropriate eye contact and a smile.

Orders are always taken in a pleasant and professional manner. Up-selling skills

are used in a non-intrusive manner.

What are your thoughts on adopting this approach?


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Encourage your employees to put their

personal signature on the job as they workto achieve the service goals

Get them to think about things they can

do for your customers to make them feel

special things which leave a memory

and makes them want to come back


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Exercise - How do you ratecurrently against the goals?

Date -How do we Rate?

Our Service GoalsPoor Acceptable Good Excellent Exceptional

Scoring 0 1 2 3 4

1. The exterior and surroundings of the establishment was well

maintained, created a positive first impression and was safe andsecure for customers. Smoking areas were regularly tidied.

2. The appearance and hygiene of employees was good and they

consistently wore name badges.

3. The presentation and quality of facilities within the establishment

was of a high standard.

4. Toilets were well maintained and presented at all times and offereda pleasant, comfortable and hygienic environment.

5. All customers received a prompt acknowledgement upon entering

and a warm welcome was given with appropriate eye contact and a

smile.

6. Orders were taken in a pleasant and professional manner. Up-

selling skills were used in a non-intrusive manner.


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Action

Planning


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Action Planning

Key Considerations

Who is going to take ownership for the initiative?

What commitments are you collectively prepared to make

towards improving service quality?

Who will develop/finalise the service goals? By when?

How will you communicate those goals to the wider team?

How will you address any gaps identified?

How you will internally and externally measure service quality intothe future?


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Measuring Service

Quality


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Internal & External Measurement

Internal

Self-assessment by managers an employees

External

Link to Mystery Guest


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Mystery Guest template - Extract

Date -How do we Rate?

Our Service GoalsPoor Acceptable Good Excellent Exceptional

Scoring 0 1 2 3 4

1. The exterior and surroundings of the establishment was well

maintained, created a positive first impression and was safe andsecure for customers. Smoking areas were regularly tidied.

2. The appearance and hygiene of employees was good and they

consistently wore name badges.

3. The presentation and quality of facilities within the establishment

was of a high standard.

4. Toilets were well maintained and presented at all times and offereda pleasant, comfortable and hygienic environment.

5. All customers received a prompt acknowledgement upon entering

and a warm welcome was given with appropriate eye contact and a

smile.

6. Orders were taken in a pleasant and professional manner. Up-

selling skills were used in a non-intrusive manner.


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Use the four questions to guide youas you move forward. . .

Where are wenow?

Current Service

Quality

Service

Excellence


Defining Service

Goals


Action

Planning


Measuring Service

Quality


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Thank You

Improving Service Quality Workshop - For Senior Management Team

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