Scribd Logo
Upload

Welcome to Scribd!

  • Uplifting Resume

    Uploaded by

    Dimas Airlangga
    7 views2 pages
    This document outlines an approach to uplifting service called WHY-LEAD-BUILD-LEARN-DRIVE. It discusses the problems with traditional views of service and introduces an architecture for building a service culture. The five key elements are to start with understanding why service is important, take the lead in declaring a new vision of service, build the culture using specific blocks, learn to improve through measurement and feedback, and drive the changes forward over time. Leading this cultural transformation requires top-down and bottom-up leadership from all levels and following seven rules of service leadership.

    Original Description:

    Original Title

    Uplifting Resume.docx

    Copyright

    © © All Rights Reserved

    Available Formats

    DOCX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Report this Document
    This document outlines an approach to uplifting service called WHY-LEAD-BUILD-LEARN-DRIVE. It discusses the problems with traditional views of service and introduces an architecture for building a service culture. The five key elements are to start with understanding why service is important, take the lead in declaring a new vision of service, build the culture using specific blocks, learn to improve through measurement and feedback, and drive the changes forward over time. Leading this cultural transformation requires top-down and bottom-up leadership from all levels and following seven rules of service leadership.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    7 views2 pages

    Uplifting Resume

    Uploaded by

    Dimas Airlangga
    This document outlines an approach to uplifting service called WHY-LEAD-BUILD-LEARN-DRIVE. It discusses the problems with traditional views of service and introduces an architecture for building a service culture. The five key elements are to start with understanding why service is important, take the lead in declaring a new vision of service, build the culture using specific blocks, learn to improve through measurement and feedback, and drive the changes forward over time. Leading this cultural transformation requires top-down and bottom-up leadership from all levels and following seven rules of service leadership.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 2

    UPLIFTING SERVICE

    RON KAUFMAN

    INTRODUCTION

    The Problem with Service Today

    Problem 1: Service Is Considered Servile

    Problem 2: The World of Service Is Poorly Mapped

    So, What’s the Solution

    What This Book Will Do for You

    SECTION ONE: WHY

    Chapter 1 Journey into a New Culture


    In Search of Uplifting Service

    Why Service? Why Singapore

    Changi Airport’s “Why?”

    The Adventure That Lies Ahead

    Chapter 2 The Gateway to Possibility


    Butterflies in an Airport?

    The Gateway: Why Uplifting Service?

    Why Improve Your Service?


    Service is Taking action to create value for someone else.

    Why Build a Service Culture?

    Why Build an Uplifting Service Culture?

    Are You Ready?

    Chapter 3 The Proven Path


    A Prescription That Works

    An Uplifting Service Architecture

    The Five Key Elements of an Uplifting Service Architecture (WHY-LEAD-BUILD-LEARN-DRIVE)

    1. Start with “Why?”


    2. Take the Lead
    3. Build with the Blocks
    4. Learn to Improve
    5. Drive Forward

    How Does This Change Begin?

    SECTION TWO: LEAD

    Chapter 4 Taking the Lead


    Rising Expectations

    Made Different

    Declaring a New Beginning

    Declaring a Revolution

    Leading from All Levels

    Top-Down Service Leadership

    Bottom-Up Service Leadership

    Leading from Every Position

    Transformation Does Not Come Easily

    Chapter 5 Leading from All Levels


    The Seven Rules of Service Leadership

    Rule 1: Declare Service a Top Priority

    Rule 2: Be A Great Role Model

    Rule 3: Promote A Common Service Language

    Rule 4: Measure What Really Matters

    Rule 5: Empower Your Team

    Rule 6: Remove the Roadblocks to Better Service

    Rule 7: Sustain Focus & Enthusiasm

    Service Changes the World

    You might also like