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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? 

00:08
so our process for this was as I said we
00:12
gathered several representatives across
00:14
the district and we all came to a
00:16
central location and we met continuously
00:19
not every weekbut ona regularly
00:21
scheduled basis andwe would brainstorm
00:23
as Brian said we would begin with the
00:25
end in mind what is our end goal that we
00:28
want here we want everyone to be you
00:30
know thought we want them to be
00:31
professional we want them to have those
00:32
actual actions of excellence that’s hard
00:35
to say isn’t it and to implement them
00:37
and use them and make them become a part
00:39
of who they are so the process was to
00:42
brainstorm and we all gathered and we
00:44
just had chart paper hanging all over
00:46
the wall we took markers we brainstorm
00:48
what are our beliefs and then once we
00:51
narrow down those beliefs to 7 to 10 we
00:54
kind of had to tweak some and then we
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said what are the definitions ofthese
00:58
beliefs how do we define them and we had
01:01
to come up and become have a consensus
01:03
and come up and say hey this is what all 
01:05
of us believe that they are defined as
01:07
and so once we did that then we had to
01:09
come up with what are the
01:10
characteristics of each one of these
01:12
beliefs that we’ve defined and how would
01:14
we show that and what would thatlook
01:17
like
01:17
and so we made our list and then Robin
01:20
Nanette and Robin sent those to us and
01:22
we took a look at them and then we had
01:26
our rollout with our principles so after
01:29
the rollout with principles we jumped
01:31
into world of August we now had our
01:33
students and everyone else to kind of
01:34
get in to doctoring it if you will on to
01:35
our actions of excellence so at that
01:37
point we the Slick’s that you guys have
01:39
at your table some of you realized it
01:41
you may be surprised while you guyshad
01:43
a break you had a magic gift up here in
01:44
your table shehave three things you
01:45
have a brochure you have Slick’s you
01:47
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
01:55
saying but now so in that you’ll see the
01:57
work that we’re talking about once this
01:59
work was presented to our staff
02:01
members well so did it from a
02:03
district -widestand point we got feedback
02:05
on how we go about improving at the
02:07
district level as they’ve already talked
02:09
about before our department heads three
02:10
of which are here right now from the
02:11
business world we have our CFO
02:13
department head here our operations and
02:15
also instructional each department from
02:17
food service transportation you name it
02:19
put this information out and about there
02:21
program they got their surveys back also
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gave us some directions on how they get
02:25
to even get better as you may have seen
02:27
on Mr. Clayton’s PowerPoint where you
02:30
see that the translations Department was
02:31
ranked the bestin the entire state of
02:33
Kentuckybutwe’retryingtogetbetter
02:34
eventheretheydrive252.5million
02:37
milesayearwhichiscrazy
02:39
bring gettingkids toandfrom school so
02:41
justunderstandwe’renotperfectwe’re
02:43
working to become that

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