Living World Class Service Excellence

U.S. Service Excellence Tour in November 2001

Stimulation

For us, the visit was part of a program of vocational training, a kind of experiential learning MBA – Visits to world-class companies. It is interesting, law, and CEO of Federal Express in a video that we saw that

“The most important thing is to invest in yourself.”

There was also an opportunity to spend time with a group of older people from different backgrounds and some of the challenges they face. Fellowship and managers of companies, including Sky, Argos, Legal & General, Nationwide, Alliance & Leicester and Bristol Airport.

The main goal

The assumption is that the reputation of service excellence, the result of the way companies address their strategic direction, processes and key personnel in the effective delivery of their proposal to the customer.

Program expériencesLeonard

Stew Monday Elizabethtown Water

Tuesday

Ritz-Carlton FedEx Hub nocturnal visit

FedEx Express

Wednesday

Thursday

Sewell Village Cadillac USAA Nordstrom

Southwest Airlines

Friday

Making Sense of It All

The concept of “line of sight was selected by a company to evaluate both the experience and contribution to the surface of each alignment gaps could it may be (see below).

Marketing method that the true starting point must be with the customer. In narrative terms, however, the flow is more important starting with the context, for two reasons. First, to understand how companies got where they are today. Second, because it has consequences for the kind of culture and leadership that we probably do.

Business model is used in place of the Strategic Intent, as it has more commercial connotations. How these companies make their money because of their excellent service ratings? What were the compromises it?

between the business model and customers have many companies making processes, and to products so that employees are caught between a rock and a hard place because they intermediate between the company and its customers – “Company” Push ‘. How staff have supported behave? were

And what evidence there is an open and timely communication with customers? To what extent companies are listening to their customers? What were they doing about it? What evidence there was obvious impact on the customer what the company do? . – “Pull-client

Inevitably, some

out more successful than others in providing data for analysis and a lot of information had to be taken at face value quantitative performance data were available almost everywhere

visits..

Stew Leonard’s

Format visit

store tour to the introduction of the section headings (coffee, pastries, fish, etc.) class presentation by the daughter of the day and Stew Leonard’sheure demiLieu: Yonkers, New YorkContexteFondée 1969Diplômé invested in the home delivery of laittout to save funds, the first magasinMom & Pop Shop metropolis of Tom Peter trois now all Stew Leonard familialpersonnalité Big capitalized on the entrepriseDans the Guinness Book of Records for sales per square

business model

limited range of products – 1000 seulementFocus to fresh products, where margins are generally higher (provided that the waste is managed closely) concept of time value of premium vieAucune not manifest for the service

Process

transition, so customers only buy around like a visit guidéeChefs section is not as small businesses and to resolve to pursue prixFréquents, immediate treatment and various internal communications highlighting performance personnelSous underlying logistics variables not

product as

bulk purchase cost savings with customers to higher volumes generate shared encoreFraîcheur and the perceived value for money critiquesQuick (days) trial and product development processes erreurCe before the first recently introduced section wine that have very réussidivertissement Disney-style

of Personnel Management

Manager was a good contact visuelpersonnel front line are encouraged to offer a service scandal (see article) hire for attitude – - psychometric measure departments have increased their respective areas with walk-through nous, customers and employees speak on the floor presented use – three entretiensFocus self-support teams, with particular attention to Sub-performancePromouvoir Dede’s handwritten notes in recognition of outstanding performance – “a moo to you” fund of stories that show customer service and personal heroes exceptionnelS’efforcer create an atmosphere of souriresPersonnel given time off to visit the competition, but must achieve an improvement of 72 heuresUtilisez out as a stream of income but also increased staff

Customer Dialogue

If you are the shop there is a “rock of engagement” that says:
Section 1-The customer is always right
“Article 2 – If the customer is never wrong, read the article 1l’implication customer equipment and entertainment, factory outlet / market sententPersonnel encouraged to imagine that there comme client in a theater is, the customer is an integral part of interactionconstante product sampling to refund customers immédiatepolitique instantanéSuggestions answer boxes – all answered, whether traded nonPanneaux client with the management team, customer-Shop germanThe feedback on the satisfaction personnelSondages offer

comment

The “line of sight” has been very clear about the business especially the behavior of customers to employees and the level of dialogue and permanent.Cette direct experience should be developed relatively easily and deliver, but there is no comparison between robotic and sterile experience of supermarkets in the UK and many dynamic Stew Leonard’s their biggest challenge -. to recognize – the scalability is there to do it. say they have to grow – right sizing “has a number of associations and may be the right size maintenant.La production is the velvet glove of a very focused business model, but their populations are used and encouraged to be a différenceClear” Stick to the knitting “approche . Si only recently introduced a service in the wine shop Yonkers, the fine can propose the business flexibility was making disadvantages prévaut.Il tutelage, the positive to a cycle, competitive pricing, commitment to its service standards seem higher volumes and Win-win division of profits between the company and the client.Certains Delegate Comments
embodies all the knowledge who needs a “wow” to create a company

actual orientation of the resources, may in excellent service, but the slogans can tell a story “

Stew Leonard’s – A Service Excellence Story

Betsy smiled and said: “It’s OK, give me your name and address of Betsy wrote from the information submitted to register the shelter in the empty drawer, and said.” Do not worry, next time are you in business, you pay for your purchases . The customer asked: “Do you have the right to hire me without paying for all the food Betsy said yes, but the customer was not satisfied and asked to see the manager

When the manager appeared and the customer explained it. problem, he said, “when it comes to our customer is satisfied, we have no absolute rules. Each of us has the power to use our own decisions and to treat every customer as we like to be treated yourself. .

Two weeks later, Stew Leonard met a friend at a local restaurant, he came to stew all excited and said, “Stew, you will not believe this story! He began to talk, as was his wife, who met the customer who has forgotten his wallet, and how she told the story of everyone. “But I do not understand, he says,” is how you can afford to do so. Do not be afraid to use the cashier miscalculation and you lose money? “

Stew said,” How do we not? Ninety-nine percent of people in our business at a particular time are regular customers. They’re back, we are satisfied she did the last time with us. Our position is that any honest, if we about someone who did not come to pass, we just take it on the chin. But the point is important is that 999 of 1,000 customers we are honest simply refuse to let a dishonest customer to see how we treat the other 999

Source: .. American Management Review

Elizabethtown Water

Format Tour

Conversations

Andrew M. Chapman, President –

Derek Stroud, Vice President of Customer Relationship Management,

Neafy Beth Change Project Team Leader

Hawthorn

Professor Bruce consultants external design process

Length: 2 heuresLieu Jersey Westfield New Headquarters socialContexteLa seventh-largest water company in the U.S. with 500 + employees more than 1m customers care in New Jersey, November 2000, was a wholly owned subsidiary controlled by Thames Water monopolies, must apply to the Commission utilities increased tauxSociété history consisted of three separate containers on-site water distribution and waste management , engineers and facturationDepuis current CEO in 1997 appointed were found important by organizational change program order a customized organisation.Directeur General also that can customer satisfaction be a distinguishing feature as a positive tool for the acquisition of the water community and industry should be deregulated estimated fewer complaints lead to happier employees and staff turnover therefore inférieure.Mettre creating a SAP customer billing and CSC management system account (the first of its kind in a U.S. utility).

Business Model

formed by the provisions réglementairesLe price is a cost-plus-modèlePénalités if the historical criteria does not meet customer satisfaction

process

IT-Review strategic opportunity , the identified activities silos customer relationship management as an operational perspective unique clientEmployée SAP enterprise-wide system is defined, the process processusKey namely the revenue management of meter reading, the receipt of funds

redefine variable size

responsibility is only to water supply on the property line. From the street the property is the responsibility of the owner

Personnel Management

Team Approach Illustrated by internal process re-design – a very credible active member of the staff long citation “People March in their actions” Need representatives out to solve customer problems requalification (thinking improved) and understand the problems associated with water quality (chemistry) and pressure (mechanical engineering) – describes itself as the crew prepared the new ship

customer dialogue

run short proof that customers have a contribution to the process design and management programs changement industry requires measures of customer satisfaction information, while they were trying to address customer frustration ces.la new tacit delivery fragmented over silos historiquesCommentaire a different context from Stew Leonard’s and other visitesCette desire for change is motivated solely by the vision of the CEO – there was no external drivers – the company was well before appeared courbe.Il in the conversation silos business leaders as a brake acted on the process proposed program could recentrer.Le pace of change has, with the arrival of a British leader Thames Water 18 months, he accelerated Yale orthodox view is that the processes must be redesigned before it is implemented, although one can argue that the approach contexteL’absence customer feedback in the redesign was suggesting be adapted to the mentality still prevails suppliers, and therefore potentially a serious deformity vue.En line because, as the rate increases were signed, provided that the regulator, of course, customers would actually pay for the change program. Some comments

Delegate

similarities with our current and interesting to create mechanisms and structures to the transitional rules changes

Change is always difficult to see leaders, especially if your colleagues only lip

Put a long time employee with the respect of his colleagues, together with a visionary leader is a recipe for success

Vision Customer Service

To get the highest level of service suitable for all types of customers who appreciate the value and would be chosen in an open market.

Customer

Mission

to bring added value to our customers by providing safe, adequate and appropriate in most of the costs through continuous improvement of our facilities, clientFacturation Service Strategy. accurate and timely bills to understand our customers

payments: to collect all amounts, if by any appropriate means

billing contacts: contact with a customer must have a value in the form of Cash, image or both

offer service contacts: For ensuring a level of service that the need for customers to the company more than once, and the value clients.Source

fixed: Poster Session Hall

The Ritz-Carlton

Last visit

Introduction Stephanie Thomas />
business model ” / strong>

Superior environment and psychology of comfort is an important part of the experience. – The mystique of the Ritz Carltonniche market is essentially the business of entreprisesprix PremiumOccupation and revenue per available room (RevPAR) major projects

process

set of core values along the Standards: The Credo, which held three levels of service, the currency and the twenty bases in the map pocket of the entire department personnelQuotidien captured “line-up brought the all workers, including managers on one of the 20 bases on each day. Use the project team to continuously review the key processes and problem-solving teams themselves dirigéL’enregistrement computer preferences of customers (often the watch) – complete employee forms preferably note commentaires action incidentsUne attention is paid to the psychological characteristics of comfort – the furniture, quality Bathrobes, towels and bed linen, etcBackstage photos of table layouts, the areas in the room to dust and repeated cycles can be seen – which contributes to the ethnic diversity of the staff

product variables

Hotels qualitéClub lounge, room service, casual restaurant, banquet food, recreation / Fitnesscondominiums luxury hotels in the residential area Ritz-Carlton and centers villégiature.Le Ritz-Carlton Learning Institute open to leaders of other companies to learn and the principles of service and leadership to adapt in their own organizations do.

Personnel Management

Motto: “We are ladies and gentlemen serving ladies and gentlemen” intensive orientation for new employees – based on two days, and select 21 reviews day, 30 days certificationpsychométrie program tailored to the empathy, helpfulness, accuracy, professionalism, courtesy and franchiseLe staff encouraged him to take care of problems increase – 00 per discretion of recovery guestTraitement complaints script “I’m sorry” – really trying to be a problem small – you move the client to areas publicsReconnaissance – “Five Star District Employees Customers

dialogue

According to surveys observationLes satisfactionJD Powers noteCommentaireRitz-Carlton a quality operating The atmosphere was palpable in the hotel -.?. Yes Was the obvious quality in the club lounge and bedroom -. Yes Was the service of high palpable the people – no way uniforme.Ritz Carlton is a process dominated in principle the same way that McDonald’s -. another franchise operations, the scope is further sûr. Inévitablement deductibles must be the rules of time and much effort and is in its integration into the staff -. Although it was a cult sometimes called Higher prices While the service they were getting even the challenges of the crew and all the hotels’ headboards. It is not clear whether their model is more resistant or how they do after 11 Septembre.Dans backstage there was evidence of breaking rhetoric – Ladies and gentlemen, as “employees” in the appendix, for example, the offices of the administrative staff were very cramped -. not a case processing of your employees like you treat your clients.Il evidence of staff trying to bring spontaneity in daily routines prescrites.Comprendre preferences of customers and invade the privacy is a fine line, the hotels are not carefully franchir.Sur paper, was strong with a 80/20 because of the alignment. It is unclear how open the dialogue with customers and how this information to improve processes such as the Ritz Carlton réalise.Il was not clear what criteria would trigger for employees to use their personal discretion 00th

Some reviews Delegate

“All that glitters is not gold.” It is easy to present a veneer, but very difficult, values effectively integrate in some environments

Strengthening in “over the top communications program works well

A simple message for the staff on” values “, a whole culture and the resulting behavior

Ritz Carlton

seven years Vision

To cover the world’s first provider of luxury goods and Hospitality and Travel Services

2 year mission

dominance of the product and profit

vital few goals

Improving employee pride and loyalty JoyAméliorer clientèleDifficultés customer RéduireAgrandir REVPARRentabilité Hotel Improve

method

TQM – application of science qualitéBaldridge price quality criteria

Foundation

values and philosophy normes référenceCredoDeviseLes of three stages of
Service – A warm and sincere with the guest name, if and when it is possible ‘. br /> – Anticipation and compliance with guest needs
– Fond Farewell Give them a warm farewell and use of their names, if and when these basic possible.Notions is

Employee Promise The Ritz-Carlton, our ladies and gentlemen, are the most important resource in our commitment to our clients.En application of the principles of trust, honesty, respect, integrity and commitment, we nurture talent and maximize the benefit of individuals and society to Ritz -Carlton fosters a work environment, as estimated in the diversity, quality of life is improved, individual requirements are met, and Ritz-Carlton mystique is strengthened

Ritz-Carlton. – A Service of Excellence Story

Enrique, a house servant, noted that the client had difficulty in its closure case -. he tried to help, but was broken in fact the catch and there was no way around the bag, the customer had left briefly and there was no time to go shopping mall to buy a replacement. Shortly after Enrique left his service, but still worry about the guest. He went home, took a bag that he had recently bought for a vacation from her dressing room and immediately back to the hotel to the Guest type

Source:. Presentation Ritz Carlton

Federal Express

Format Tour

evening visit Memphis SuperHubDemi days AtelierPrésentateurs: Bowery Myron
: Corporate Communications Manager
Kathy Bergeson: Process Manager QualitéMemphis Peabody Hotel: Location

context

1971 at the age of 27 years, Fred W. Smith, the former United States Marine Corp. who flew 230 combat missions in Vietnam, founded and based on a paper on the logistics, which he wrote as a student at Yale (marked C) Citation company’s history, “Fred Smith and FedEx are a virtual case study of how the entrepreneurial spirit to work in America creates invented modern air / ground express package delivery industry tomorrow; offer first online shipping hub and suiviPionnier & approach parlé1983 first U.S. company to achieve revenue billion without merger or acquisition1990 first company to win a prize Services Baldridge215k employees worldwide , 600 + avionActuellement port 1998 levels

business model

philosophy “Take care of your people. They will provide reward again for an impeccable service demanded by our customers we need to profitability in order to secure our future “were redefined package to the airline for information technology CompanyAvoir a number of companies within the group, the” operate independently, compete together, “FedEx 2001 Annual Report quotes:” Only on a unique business model focuses – to be free from all company to the different needs of different customer segments, but also compete together, building the largest on our strengths, the power of the FedEx brand and information technology . “

Process

see below model lingerie prix Baldrige ISO 1990, but now pilot référenceActivité a mixture of low-skilled labor-intensive high (which bars the code on the packages up to reader) and a highly automated ( bar code sorting) International package delivers 11 times the digitized data system to track and localisationTrès strong focus on “scientific” process of problem analysis / use of the actual number of defects is not% s’ is for a serious tropinvestissements FedEx TV as a means of communication interneAvez high weekly analysis and evaluation (WAR) Comité98% of annual survey responses – the results published in the hours to cut the tempsEmploient 12 meteorologists, the routing of flights

product variables FedEx Express: the exact time the whole package and express delivery marchandisesFedEx Land: small ground service package, including delivery domicileFedEx Freight: Regional delivery of goods under partiellesFedEx Custom Critical Loads: with exclusive expedited delivery domicileFedEx Trade Networks: Systems customs brokerage and investment promotion in the presence commerceRécemment ground that the United States lose UPSRécemment U.S. Postal Service purchased from airport to airport contract

Personnel Management

Hub staff at 60% / oFocus on experience (85%) rather than classroom Training (15%) recently on the spot “rewards system (Bravo Zulu – a term the U.S. Navy for” well done “) and pretensioner déplacerprocessus rating up sending out a company-wide Leadership Index, which uses an improved every year since créationIQS as the basis for bonuses at all levels.

Customer Dialogue

No single view of customer and service quality valeurLeur index is weighted, and varies from year to year depending on what the customer thinks is important to use pre-wide television advertising, as the sense Humor commitment

comment

Visit Hub is a classic example of what is the tour. An intellectual understanding of what did not happen the production of raw energy, the cacophony of noise and pure hard rock metal we were confrontés.Fedex is a huge company and what we see is nothing more than the tip of the iceberg process . The service chain by door to door collection and delivery of packages to an athlete destination.Comme class was seemingly effortless professionalism – it was also a feeling for the speed of hand to fool the eye in terms of alignment, it was interesting alleged that FedEx does not have composite view of the customer relationship, although its measurement was affected by factors SQI customers with a specific part of the withdrawal more.The Bravo Zulu – on the system by Rewards points – was very controversial, it was as a much needed opportunity Shop presents the regime, but there was a feeling that could be interpreted negatively by the staff should be rewarded Exceptional ..