Service Culture

Leader’s Communications Kit

Program goal
Establish a sustainable Service
Culture that provides direction
and integrates all GSC MX
efforts and activities to achieve
our strategic intent of increasing
employee engagement, creating
superior customer’s value, and
profitable grow.

Service Culture: it’s not a destination. It’s forever
changing and evolving, an organic phenomenon in
which all the people, practices, and processes can
drive performance even higher, reaching for— and
achieving— ever higher potential.

Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 2

employee engagement • Building Blocks and profitable grow. we know the goals and behaviors that generate customer value and we make customers’ needs and wants our top priority. Assessment • 21 Service Initiatives • 7 In progress • Service Education • Leadership We take pride in delivering the best service at the best cost. Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen. Service culture program Why What How 12 building blocks. Is all about A Service Culture provides having the right alignment • Leadership Alignment direction and integrates among the already existing all GSC MX efforts and systems and processes in the activities to achieve our organization. Rev PA2 | 2016-08-30 | Page 3 . • Culture Committee strategic intent of creating superior customer’s value.

Rev PA2 | 2016-08-30 | Page 4 . What is in it for me… › Positive work environment › People work better in a culture that is helping each other to succeed › Job satisfaction that translates in better performance and retention of good staff › Personal and Professional Grow .Company Loyalty Let’s make service Happen Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen.

› Exceed customer expectations › Issues are handled with professionalism COLLEAGUES › Collaboration – We support each other to do our job › Trust – We relay on each other to deliver a service excellence › Partnership – Together we create a better experience for external customers › Create value and support the success of each other ORGANIZATION › A service culture is hard for the competition to replicate › Keep existing customers. attract other customers. Rev PA2 | 2016-08-30 | Page 5 .SERVICE CULTURE AIMS CUSTOMERS › Providing consistent superior service experience › Reduce number of escalations and incidents. repeat business & referrals › Increase business efficiencies and higher margins › Attract and retain people with heart of service Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen.

Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen.  Define Service Initiatives  21 Initiatives have been defined to close gaps from the analysis. Rev PA2 | 2016-08-30 | Page 6 .  Create a Service Handbook  First version of the handbook has been crated. it will be released soon.achievements  Define our Service Culture Framework  Our framework consists of 14 Building Blocks  Establish a Service Culture Committee  Our Committee has representatives from each organization  Do a Situational Analysis  Analysis was done to identify gaps from our actual situation and desire goal.

Rev PA2 | 2016-08-30 | Page 7 . Selection of the Theme is in progress. Special assignment for Leadership has been started. a new plan is on it’s way. communications and promotion Language plan is on going. First wave of education sessions for Service Excellence are Service Education planned by September Seminars to start internalizing our Purpose are ready. OUR journey so far…. Common Service Lexicon is ready with our common service words. They Our Purpose & QS will be delivered by August as part of the Service Handbook Presentation. For more information read Service Culture Article Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen. this Leadership will enable us to transform our Leaders in GSC MX. The way we select candidates is being reviewed to secure Recruitment the value of this critical initiative.

– Seminars will be delivered to whole GSC MX. Rev PA2 | 2016-08-30 | Page 8 .Next steps › Service initiatives execution across GSC MX › Let’s Make Service Happen Web Chats – Every two weeks with a new topic of Service Culture – Next web chat (August 25th) about Service Culture Handbook › Handbook Presentation to GSC MX organization › Our Purpose and Quality Standards seminars. Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen.

What we need from you! Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen. Rev PA2 | 2016-08-30 | Page 9 .

Rev PA2 | 2016-08-30 | Page 10 . – NOTE: If you need support during the meeting you can contact Jorge Alberto Vallejo › Take a picture (Group Selfie) with your team after the meeting. We have until August 31st to complete our album and engage your team in service culture.The service culture album › Meet with your team and communicate what Service Culture is about and its importance for GSC Mexico. Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen. › Send your picture to GSC MX Internal Communications or via WhatsApp to 5554167153 with three key comments of the session.

Internal Communications will place the picture at the “Service Culture Album”. Rev PA2 | 2016-08-30 | Page 11 .The service culture album “The Service Culture › After receiving the group Album” selfie. Let’s be part of this Activity!!! Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen. Service Culture Committee › The first five Leaders that send the picture will receive a special gift.

Supporting material › Full list of Service Initiatives Service Initiatives › Videos – Why Service Culture? (3 minutes video) – GSC MX SDU Heads talk about Service Culture (13:43 minutes video) – Steve Nylund’s Video Blog April (Focused on Service Culture) › Intranet article: – Service Culture | Not just “nice to have”-.“must have”. Rev PA2 | 2016-08-30 | Page 12 . › Service Culture EriColl page Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen.

Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen. Rev PA2 | 2016-08-30 | Page 13 .

Service culture framework Service Communication Stream 1 Stream 2 Stream 3 Communications Purpose/Quality Service Recovery and LEAD Service Role Models Service Leadership Standards guarantees* (Leadership Development Program) Service staff Voice of the Common Service recruitment / Talent Customer / Regions Language Recruitment Satisfaction Survey New staff orientation / Service Measurements New Graduates and metrics / Quality Service Benchmarking Program and Framework Quality Employee Onboarding KPIs Service Improvement • Competence Service recognition Service Education Service Process / Lean Six Communications and rewards / Talent Sigma & Innovation Development Plans Rewards Engine • Assessments 12 BULDING BLOCKS New component GSC MX already existing component Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen. Rev PA2 | 2016-08-30 | Page 14 .

A common language that is easy to understand at Common all levels of the organization. employees and stakeholders Our Purpose clearly know how to contribute and put them in to action as part of their day to day activities. Rev PA2 | 2016-08-30 | Page 15 . Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen. Employees use it every day with customers and suppliers.Our Wanted Positions Every employee lives our Service Vision and Quality Standards. Language united and confident in its use. Service increasing collaboration. We continuously educate our people to think and Service act to maximize value for our customers in every Education service delivery. feeling empowered. leading to clear communication and superior service experience.

enabling and empowering our people to Leadership deliver maximum value for our customers. Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen. Rev PA2 | 2016-08-30 | Page 16 . so we define effective actions that uplift our Customer service and create a superior customer experience.Our Wanted Positions Our leaders understand and live our service Service culture. We continuously and structurally capture our Voice of the customer's voice and understand what is value for them.

Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen.Our Wanted Positions All our communication actions create information that flows vibrantly across innovative Service communication channels. We have specialized Service Benchmarking capabilities that brings insights in different Services perspectives from our organization. connecting the minds of Communications employees and stakeholders in real time by generating an atmosphere of inspiration and unifying goals to uplift our services. industry and Benchmarking beyond. Rev PA2 | 2016-08-30 | Page 17 . translate and implement best practices in our ways of working to deliver superior service experience. leveraging our entire workforce to capture.

Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen. Our New Staff Orientation Program grounds Ericsson´s Service New Service Culture. We have an exceptional Recruitment Program that attracts Service and selects the best talent in the industry that Recruitment lives our Ericsson values in a truly global and people oriented company with a strong Service Culture. values and passion to talented Staff newcomers maximizing their potential to guarantee unbelievable service for our customers through highest Orientation standards!!!. inspiring and mobilizing Modelling teams through words and actions that energize others to deliver uplifted services.Our Wanted Positions You + Ericsson a Powerful combination. We have Role Models breathing Ericsson values. Rev PA2 | 2016-08-30 | Page 18 . Service Role passionate for Services.

this allow Measures and us to act proactively on any deviation. measurements and Improvement metrics. watch and Service understand what is value for our customers. Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen. This program inspires our employees to achieve excellence in their jobs while & Rewards promoting a robust Service Culture" Our people effectively connects voice of the customer.Our Wanted Positions We have a Rewards and Recognition Program that praises the outstanding contribution of employees and Service Service culture behaviors making all feel appreciated Recognitions and proud to belong to Ericsson. issues and learning into innovative service improvement actions that create value for our customer Process and elevate their service experience" We have a system in place to measure. Rev PA2 | 2016-08-30 | Page 19 . Service internal and external insights. positively Metrics surprising them and winning their loyalty.

Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen. Rev PA2 | 2016-08-30 | Page 20 .Our Wanted Positions Service GSC MX is recognized as a customer oriented organization that guarantees the promised levels of Recovery and service and immediately acts upon any delivery issue. Guarantees recovering the service and the customer’s loyalty as a genuine business partner.