CREATING A CULTURE OF SERVICE

CREATING A CULTURE OF SERVICE

• The culture of an organization affects group
dynamics, interpersonal relationships, and team
performance. The connection between culture and
service is sometimes difficult to make since culture is
simply a part of who we are and what we do. Culture
is always present but sometimes we are not aware of
it.
• There are 3 aspects directly affecting service delivery:
1. Formal structures- include reporting charts, and
physical layout of the office
CREATING A CULTURE OF SERVICE
2. The way the work is done or work process
3. The deep-rooted, collective values, belief, and
behaviors of the organization.
FORMAL STRUCTURES spell out the formal
relationships between administrators and staff
in the organization. These relationships guide
internal customer interactions, so they are an
important influence on service delivery.
CREATING A CULTURE OF SERVICE
• A well-constructed reporting charts clarify
who ultimately has decision-making
responsibility. While an ill-conceived reporting
chart can create a lot of confusion.
Physical layout- An arrangement of pieces of
equipment in the production area.
Philosophically, cubicles are supposed to
connote equality and democracy, also it
reinforces cultural values.
CREATING A CULTURE OF SERVICE
• The purpose of
cubicles is also to
increase interaction
and accessibility.
From a service
perspective, this
improves
communication and
increases information
flow and idea
exchange.
CREATING A CULTURE OF SERVICE
• WORK PROCESS is the
way work gets done. In
some organizational
cultures, strict rules govern
the work processes, while
others have no rules.
Flexibility in work
processes may be a
product of the
management style or even
the function of the office.
CREATING A CULTURE OF SERVICE
Work processes include more than just how
individual people do their jobs; they also include
how the organization does its job.
Internal process include internal rules that everyone
must follow. Good internal work processes allow us
to become more efficient and productive. Internal
work processes directly affect how we provide
customer service. Technology may help improve
customer service and make processes more efficient.
CREATING A CULTURE OF SERVICE
• VALUES & BELIEFS • A value is an
• The collective values important and
& beliefs of an sustained attitude or
organization are feeling about the
elements of service worth we attach to
culture that often lie something.
beneath the surface. • Belief is how we go
about experiencing,
or living , that value.
CREATING A CULTURE OF SERVICE
• Ideally, values drive beliefs.
• Mission statements should reflect values
and beliefs, it is best if those values and
beliefs are explicitly stated, documented,
and even posted.
• A common set of values remind everyone
of the purpose of his or her job.
 ADDITIONAL PIECES OF SERVICE
CULTURE
• Service culture also includes the way people
within a certain culture speak (language); the
way they dress; and the habits, customs, or
activities that are part of their group.
 ORGANIZATIONAL CLIMATE
• The final element of
service culture is the way
people feel about working
in their organization, their
general attitude about their
work environment. It also
encompasses whether
employees feel the
organization is living the
values and beliefs it
professes to practice.
• It is the gauge of the health
of the organization.