A Model for Building Customer - Focused Teams
• Use SolutionsMap™ Process
• Determine 2 Focus Areas such as: • How to Improve Customer Service
• How to Measure Performance Results
• Deliverable: Action Plan will include the details of who, what and when in order to achieve your goals and objectives based on the following: • Identify Key Customer Requirements • Identify Ongoing Assessment Tools
• Design Scorecard of Performance
• Identify Systems/Processes Needed
• Continually Implement Out of the Box Value-Add Activities for Customers (ref. Malcolm Baldrige Award Criteria)
• Incorporate Team Reward and Recognition and Team Building Activities
• Establish Audit Plan to Measure Ongoing Effectiveness
• Train Team Leaders and Team Members on Problem Solving Using Plan-Do–Study-Act and Joiner Team Handbook
• Reevaluate and Adjust the Model as needed
Going from Good to Great! And How to Get There... | Customer Service ExcellenceAnd Team Building | Implementing Improvement Teams Focused on Great Customer Service
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