The Six Principles

of Service Excellence

“The Role of the Leader

In Driving and Sustaining
A Culture of Service, Performance,
and Operational Excellence”

Presented by
Theo Gilbert-Jamison
February 3, 2008
 The Six Principles
of Service Excellence
Opening Thoughts
Becoming the undisputed leader in service, performance, and
operational excellence does not occur by chance.
{ You must have a sound strategy and possess the right resources
(people, work processes, tools, machines, technology and work
environment) that are systemic to create sustainable change.
{ Without 100% leadership focus, commitment and accountability
Service, Performance and Operational Excellence cannot thrive.
{ Predominantly, what keeps leaders from achieving Excellence is
their inability to change paradigms.

What we will cover in this presentation:

{ The Foundation for Creating a Culture of Service Excellence
{ The Six Principles of Service Excellence
{ Service Excellence Gap Analysis
{ Preliminary Execution Strategy

The customer is the most important visitor on our premises.

He is not dependent on us. We are dependent on him.
He is not an interruption of our work. He is the purpose of it.
He is not an outsider of our business. He is part of it.
We are not doing him a favor by serving him.
He is doing us a favor by giving us the opportunity to do so.
--Mahatma Gandhi

© Performance Solutions by Design, Inc. 2007

 The Six Principles
of Service Excellence

3
© Performance Solutions by Design, Inc. 2007
 The Six Principles
of Service Excellence

5 STEPS TO ACCOUNTABILITY
•Clearly Define
•Involve Staff
•Integration
•Recognize

© Performance Solutions by Design, Inc. 2007

 The Six Principles
of Service Excellence

Group Questions
{ What is the definition of service excellence?

{ Is high customer/member loyalty important

to your organization? If no, why? If yes,
what is necessary for your organization to
achieve high customer/member loyalty?

{ Is employee engagement linked to service

excellence? If no, why? If yes, what does it
take to create fully engaged employees?

{ What is the purpose of leadership in your

organization?

© Performance Solutions by Design, Inc. 2007

 The Six Principles
of Service Excellence

Customer Service
Service Excellence

© Performance Solutions by Design, Inc. 2007

 The Six Principles
of Service Excellence

© Performance Solutions by Design, Inc. 2007

 The Six Principles
of Service Excellence
EMPLOYEE ENGAGEMENT
Service Excellence cannot be achieved without PEOPLE!
They must clearly understand:

{ PURPOSE – What is my purpose?

{ ROLE – What is expected of me?
{ ACTIONS – What must I do?
{ SYSTEMS – What processes are in place to make me
successful?

© Performance Solutions by Design, Inc. 2007

 The Six Principles
of Service Excellence
Leadership
Function
Manage and oversee
department or division
operations
Operate within budget
Hire and manage employees
Attend meetings
Control costs and waste
Maintain and improve worker
productivity
Handle internal/external
conflict
Complete reports
Maintain safe work
environment
© Performance Solutions by Design, Inc. 2007
Leadership
Purpose
Inspire, lead and motivate
employees to achieve
greater goals
Set the vision and mission for
the department or division
Be a mentor, coach and role
model
Ensure the team is aligned
around a common purpose
Provide direction, praise and
recognition for a job well
done
Develop the skill and talent
of their team
 The Six Principles
of Service Excellence

MY MY
Function Purpose

© Performance Solutions by Design, Inc. 2007

 The Six Principles
of Service Excellence

Department Department
Function Purpose

© Performance Solutions by Design, Inc. 2007

 The Six Principles
of Service Excellence

Creating a Culture of
Service Excellence has a
Trickle Down Affect Is Your Service
Culture?
{ Known
{ Clearly
Senior Leadership Understood
{ Relevant
Managers
{ Aligned

Supervisors { Discussed
{ Acted On
Employees { Measured

© Performance Solutions by Design, Inc. 2007

 The Six Principles of Service Excellence is a comprehensive
approach to effectively improving the work environment,
employee performance and the service experience for your
customers all in one initiative.

© Performance Solutions by Design, Inc. 2007

 Service Excellence
Gap Analysis
Principle 1 – Vision & Mission
We have a clearly defined vision and mission.

I know the company vision and mission.

The vision and mission of our company are clearly understood by all employees.

The vision and mission of our company are acted on by all employees.

The vision and mission are integrated into everything we do.

Principle 2 – Business Objectives

I know the company goals and objectives.

Our company goals are aligned with our vision and mission.

My departmental goals are aligned with the company goals.

Employees in my department support the company goals through their actions.

Employees understand how their work contributes to company goals and

objectives.

Principle 3 – Service Standards

We have clearly defined service standards.

I know the service standards of our organization.

I regularly discuss and demonstrate our service standards.

Our service standards are regularly demonstrated by all employees

Our service standards clarify the actions and behaviors needed to bring our vision
and mission to life.

© Performance Solutions by Design, Inc. 2007

 Service Excellence
Preliminary Execution Strategy
Where are your VISION & BUSINESS SERVICE
strengths and MISSION OBJECTIVES STANDARDS
weaknesses?

1-5 Rating

START

STOP

CONTINUE

© Performance Solutions by Design, Inc. 2007

 Service Excellence
Gap Analysis
Principle 4 – Intervention & Learning Strategy
We have an excellent process for solving or closing service gaps.

Our New Employee Orientation sets the foundation for service excellence.

Our employees are empowered and confident in resolving customer/member issues.

Our service philosophy is integrated in all HR practices (recruitment, selection, training,

performance reviews, reward & recognition).

Employees are encouraged to participate in identifying and implementing ways to improve

service.

Principle 5 – Organizational Alignment

Leadership consistently demonstrates our service standards

I begin each departmental meeting with a brief discussion our service philosophy.

I have the vision, mission and service standards displayed in departments.

I ensure our service philosophy is integrated into our departmental/technical training.

Our company philosophy is reinforced via regular company publications.

Principle 6 – Measurement & Leadership Accountability

I hold my employees accountable for adhering to our service philosophy.

I measure employee performance based on demonstration of our service standards.

I share customer/member and employee satisfaction survey results with my team.

We enhance our service processes based on customer/member and employee satisfaction

results.

© Performance Solutions by Design, Inc. 2007

 Service Excellence
Preliminary Execution Strategy
Where are your Intervention & Organizational Measurement/
strengths and
weaknesses? Learning Alignment Leadership
Strategy Accountability

1-5 Rating

START

STOP

CONTINUE

© Performance Solutions by Design, Inc. 2007

 The Six Principles
of Service Excellence

Vision/Mission What’s the Next Step

Business Goals { Assess your team
Service Standards
{ Determine your Gaps
{ Devise a plan for
Improvement
{ Involve and Empower your
Intervention & employees
Learning Strategy
Organizational { Be a Role Model for
Alignment Excellence
{ Create a Work Environment
that Makes “Service
Excellence” Sustainable, not
Measurement & a program of the month
Leadership
{ Do not Compromise – be
Accountability Consistent
{ Remember…There is No
Excuse for substandard
service!

© Performance Solutions by Design, Inc. 2007

 The Six Principles
of Service Excellence

Thank You!
Theo Gilbert-Jamison
Chief Executive Officer
& Performance Consultant
tjamison@psbydesign.com
www.psybdesign.com
(770) 860-0198

Copies of Theo’s new book are

available for purchase through
www.amazon.com

© Performance Solutions by Design, Inc. 2007