Add Company Name

1. Add Company Name Improving Service Quality Workshop www.htc-consult.com

2. Purpose of Today “To provide you with an opportunity to explore ways to improve service quality at Add Company Name”

3. Introductions Please briefly introduce yourself, giving the following information: • Name • Role and Responsibilities • How would you currently rate overall service quality at Add Company Name out of 10?

4. 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?

5. Keep Things Simple . . . “Everything should be made as simple as possible, but not simpler.” Albert Einstein

6. Today is really about four questions with regard to service quality. . . Where are we now? Current Service Quality Where do we want to be? How will we know we are getting there? Service Excellence Defining Service Goals Measuring Service Quality How will we get there? Action Planning

7. Service Quality in Context

8. It’s not only about price...It’s about Value Price Vs Value Understanding the ‘Risk Factor’

9. Why Bother Striving for Service Excellence?

10. Service and Profit Excellent service is a profit strategy because it results in: • More new customers • More business with existing customers, fewer lost customers • More insulation from price competition - excellent businesses can charge a premium price • Fewer mistakes requiring the re-performance of services.

11. What is Service Quality?

12. All customers are equal...but some are more equal than others • The top 20 percent of customers tend to generate the lion’s share of profits. • Companies only break even on the spending of the middle 70 percent. • The bottom 10 percent actually generate a loss. Source: Deloitte

13. Effective Leadership Continuous Improvement Service Excellence Doesn’t Happen in Isolation • Engaged Employees • Employees feel fully engaged with the business and are willing to give their all in support of achieving the companies goals • Quality System • Effective systems and procedures are in place, with effective training given to employees • Culture & Climate • The culture of the business is employee and customer focused and the ‘climate at work’ is positive Service Excellence

14. Employee Engagement - Some Evidence 29% 55% 16%

15. Some Evidence 35% 57% 8%

16. CIPD Survey • Only 37% of employees had confidence in their senior management team • Only 34% trusted their senior managers • 42% didn’t feel they were kept well informed about what’s going on in their organization • 30% indicate that their manager rarely or never gives feedback on their performance • 25% felt completely undervalued • Only 50% of employees feel that their senior managers have a clear vision of where the organisation is going

17. The Human Equation Results in Lead to Engaged employees deliver better results. Effective leadership engages employees!

18. Exercise In your pairs/groups, identify how well you currently perform against the Service Excellence Model. Take 15 mins.

19. Effective Leadership Continuous Improvement Service Excellence Doesn’t Happen in Isolation How do you rate in these areas? • Engaged Employees • Employees feel fully engaged with the business and are willing to give their all in support of achieving the companies goals • Quality System • Effective systems and procedures are in place, with effective training given to employees • Culture & Climate • The culture of the business is employee and customer focused and the ‘climate at work’ is positive Service Excellence How do you know?

20. The Service Quality Framework

21. The Route to Excellence The Route to Service Excellence Evaluation Expectations Experience What are your customers’ common and specific expectations? How do you define them? How does the experience you offer rate against the quality continuum? Are you exceeding your customers’ expectations? How do you know? Physical Products People Procedures

22. Where are we now? Current Service Quality

23. 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.

24. Achieving Consistency (S) The Route to Service Excellence Evaluation Expectations Experience What are your customers’ common and specific expectations? How do you define them? How does the experience you offer rate against the quality continuum? Are you exceeding your customers’ expectations? How do you know? Physical Products People Procedures

25. Where do we want to be? Defining Service Goals

26. Service Goals Concept – ‘Standards’ versus ‘Goals’ What are your thoughts on adopting this approach?

27. Encourage your employees to put their personal signature on the job as they work to 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

28. Exercise - How do you rate currently against the goals?

29. How will we get there? Action Planning

30. 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 into the future?

31. How will we know we are getting there? Measuring Service Quality

32. Internal & External Measurement Internal • Self-assessment by managers an employees External • Link to Mystery Guest

33. Mystery Guest template - Extract

34. Use the four questions to guide you as you move forward. . . Where are we now? Current Service Quality Where do we want to be? How will we know we are getting there? Service Excellence Defining Service Goals Measuring Service Quality How will we get there? Action Planning

35. Thank You