Define What Excellent Service Means
When we ask our teams to deliver excellent service, it’s important to explain what “excellent service” means for your organization. To build on the explanation and increase the understanding and delivery of service that goes above and beyond, employees benefit from ongoing communication about standards of service.
World Class Service Requires a Plan
To be a successful organization and ensure customers have the best experience, it can be useful to view your organization from a customer’s point of view. The quality of service received while interacting with an organization is what brings customers back to organizations.
How do I know what matters?
As leaders, we are in a unique position to direct what is important in the organization and therefore what to measure. We want to work in organizations with clear goals and the strategies for success are equally clear. The performance level of an organization can be verified by reviewing the key metrics.
You say "barrier." I say "opportunity."
Plus/Delta is a formative assessment process that asks team members what worked well and what could be adjusted for improvement. This exercise is designed to provide teams with an opportunity to brainstorm strategies for improving a situation, process, or event.
Trust: The Foundation for Successful Teams
As the pace of change continues to increase, the demand on individuals and teams to become more agile is higher than ever. Whether you have a mixture of new and old team members, or a completely new set of people working together, it’s critical to build trust as a team before goals can be accomplished together.
Jump All-In to Improve
After implementing improvement science, many leaders find themselves wondering if they are, in fact, making any improvements and find it difficult to define and sustain progress. In this podcast episode, Superintendent Ryan Carpenter discusses why his team made a commitment to adopt a continuous improvement mindset and tips for implementing an Evidence-Based Leadership℠ framework across the school system.
Every Leader is Different
Sports and athletics have offered many of us an opportunity to develop critical leadership and life skills. This podcast episode features a special guest who faced a unique set of circumstances requiring him to remain agile and authentic throughout his childhood and young career.