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resources required to continuously improve the service experience - Coggle…
resources required to continuously improve the service experience
RMB 4
Training for new staff
acquire new knowledge and skillset
greater understanding of their responsibilities
improve employee satisfaction and morale
employee feel satisfaction
increase work morale
"sense of belonging"
address weakness
strengthen those skills that each employee needs to improve.
reduce any weak links within the company
Consistency
consistence = Organization is big, how to ensure all outlet service is consistence
Increased productivity and adherence to quality standards
Ongoing training and upskilling of the workforce can encourage creativity.
increase productivity
do the same task with lesser time
Quality standard
maintain consistency in your service = e.g ISO & OSHA
Staff time for monitoring, measuring and reporting
Business improvement leaders’ time for collating, analyzing data and dissemination of findings
Business improvement leaders’ time for reviewing findings
Staff time for reviewing findings
Re-design of processes such as KPI
Re-design of service experience
Business improvement leaders retraining existing staff
STAFF TIME FOR MONITORING, MEASURING AND REPORTING
gather information through feedback/survey/townhall session
BUSINESS IMPROVEMENT
LEADERS’
TIME FOR
COLLATING
,
ANALYZING DATA
AND
DISSEMINATION OF FINDINGS
in order to analyse the performance =
set goal or KPI
goal to improve e efficiency and effectiveness
leader need to set aside time to gather feedback and anslyse to find outcome
BUSINESS IMPROVEMENT LEADERS’ TIME FOR
REVIEWING FINDINGS
find out what to improve on
processes can be immediate change
STAFF TIME
FOR
REVIEWING FINDINGS
leaders tell staff what they did wrong and improved on, staff will review and get it done
RE-DESIGN
OF
PROCESSES
SUCH AS KPI
OLD
process that is irrelevant, must change with
NEW
review -> implement new strategies -> re-design-> improvement achieved
RE-DESIGN
OF
SERVICE EXPERIENCE
plan for transition is one of the critical factor of success of the initial implementation
BUSINESS IMPROVEMENT LEADERS
RETRAINING EXISTING STAFF
important to retrain the existing staff to realign them to the new approach.
management must explain to staff why is there a change and staff need to but the idea
staff not wanting to change = not willing to step out from comfort zone
staff need to be willing to change and work toward new direction for organisation
ADVANTAGES AND DISADVANTAGES OF
IN-HOUSE
RESEARCH (collect data)
Advantage
Cheaper
Good access = staff know who to ask
Experience = old bird
Disadvantage
may interfere on what the staff is doing =
more job
expertise =
staff may not know how to do
ADVANTAGES AND DISADVANTAGES OF
ENGAGING CONSULTANTS
Advantage
additional staff to do job
expertise with knowledge to do the job
different approach = experience to collect data
neutral serve in the best interest
reduce staff resistance = no arguement
Disadvantage
Expensive/ additional cost
Not experience = no knowledge of company Ops
existing member = 1/2 staff need to be point of contact
conflict may result, need time to resolve.
consultant and manger wish to hear will be different