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Defining Service Excellence

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Standards of service excellence guide the way teams work together and with the community. In this video, three principals in Warren County Public Schools describe how they engaged stakeholders to define the district's Actions of Excellence, gather feedback on the standards, and roll them out to all staff.
  • What does service excellence look like to you?
  • Are there set standards for your organization to follow?
  • What specific actions define service excellence at your organization, or for you personally? 

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so our process for this was as I said we
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gathered several representatives across
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the district and we all came to a
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central location and we met continuously
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not every weekbut ona regularly
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scheduled basis andwe would brainstorm
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as Brian said we would begin with the
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end in mind what is our end goal that we
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want here we want everyone to be you
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know thought we want them to be
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professional we want them to have those
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actual actions of excellence that’s hard
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to say isn’t it and to implement them
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and use them and make them become a part
00:39
of who they are so the process was to
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brainstorm and we all gathered and we
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just had chart paper hanging all over
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the wall we took markers we brainstorm
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what are our beliefs and then once we
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narrow down those beliefs to 7 to 10 we
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kind of had to tweak some and then we
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said what are the definitions ofthese
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beliefs how do we define them and we had
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to come up and become have a consensus
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and come up and say hey this is what all 
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of us believe that they are defined as
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and so once we did that then we had to
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come up with what are the
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characteristics of each one of these
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beliefs that we’ve defined and how would
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we show that and what would thatlook
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like
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and so we made our list and then Robin
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Nanette and Robin sent those to us and
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we took a look at them and then we had
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our rollout with our principles so after
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the rollout with principles we jumped
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into world of August we now had our
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students and everyone else to kind of
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get in to doctoring it if you will on to
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our actions of excellence so at that
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point we the Slick’s that you guys have
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at your table some of you realized it
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you may be surprised while you guyshad
01:43
a break you had a magic gift up here in
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your table shehave three things you
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have a brochure you have Slick’s you
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also have this little bit of a
01:48
PowerPoint in there you can pull those
01:49
may help you keep you from looking at me

01:51
and that would be a blessing for all of
01:53
you the mirror has to get what you’re
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saying but now so in that you’ll see the
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work that we’re talking about once this
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work was presented to our staff
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members well so did it from a
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district -widestand point we got feedback
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on how we go about improving at the
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district level as they’ve already talked
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about before our department heads three
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of which are here right now from the
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business world we have our CFO
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department head here our operations and
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also instructional each department from
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food service transportation you name it
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put this information out and about there
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program they got their surveys back also
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gave us some directions on how they get
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to even get better as you may have seen
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on Mr. Clayton’s PowerPoint where you
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see that the translations Department was
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ranked the bestin the entire state of
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Kentuckybutwe’retryingtogetbetter
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eventheretheydrive252.5million
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milesayearwhichiscrazy
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bring gettingkids toandfrom school so
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justunderstandwe’renotperfectwe’re
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working to become that