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10
Mar

March 2010 Newsletter

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W. Warner Burke, from Columbia University, is an expert in organizational change.  Burke’s work with a variety of organizations indicates that for a true change initiative to be successful, focus and change must occur at multiple levels:Internal Organization

  • Systems level
  • Work-unit level
  • Individual level

Through our work at ServiceElements, we have seen many aviation-related companies struggling to breathe life into customer service initiatives, hoping that they will become “part and parcel” of their culture.  But it takes more than hope. Inevitably their initiatives failed because they were not addressing all levels of their companies.

So, what within these levels can change?

System Level – The system level includes mission, strategy, service culture, and leadership.  Is customer service an explicit strategy that the leadership of the organization agrees upon?  Does the overall culture reflect this strategy as a priority?

Work Level – The work-unit level includes standard operating procedures, management practices, reward systems, and strength of teamwork.

Individual Level – The individual level includes training programs for employees, managers, and leaders, and whether the right people are in the right jobs.

The bottom line? Hiring a company to do a one-day workshop on customer service (which means change is being initiated at the individual level only) is doomed to failure. It must be accompanied by critical analysis of the company’s system and work-unit levels. Clearly, the training will do little good if, for example, customer service is not a part of the company’s mission and leadership does not address work-unit level activities such as developing standard operating procedures and reward structures that reinforce the training and the mission.

Sure, training is a natural part of any customer service initiative – but so is assessment.  Leaders must be bold enough to assess their organization at all three levels.  Companies must understand where they are at now, in terms of customer service, and compare that to where they want to go in the future. It can’t be done without a comprehensive service audit.  If service is truly going to differentiate your company, then you must embark on a total solution.  Those who address only one of Burke’s levels without addressing the others will never do anything more than just talk the talk…or maybe even worse.

Category : Newsletter | Blog
18
Aug

ServiceElements Adding New Division- Survey Research & Performance Metrics for Customers & Employees

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FOR IMMEDIATE RELEASE Contact: Steve Holstein
August 13, 2009 E-mail: sholstein@ServiceElements.com

ServiceElements Adding New Division—-Survey Research & Performance Metrics for Customers & Employees

SCOTTSDALE, Arizona (August 13, 2009) – ServiceElements announced today that it is expanding its services to provide senior management within the aviation industry with a powerful capability for collecting and analyzing market data on which they can build their business.

Spearheading the initiative will be ServiceElements’ Vice President, Survey Research & Performance Metrics, Owen S. Robbins. Through applied research and using propriety software, Mr. Robbins has years of success in generating market data and performance metrics which become the basis for action plans capable of systematically achieving corporate strategic goals.

“Companies looking to make the most of the current market conditions and being at the leading edge of the recovery will receive tremendous benefits from the data and business insights that Owen can bring to them,” said ServiceElements President Bob Hobbi.

Mr. Robbins is a clinical psychologist with 25 years of experience addressing the challenges of developing, managing and advancing corporate enterprises by strategically applying psychological knowledge and expertise. He has developed research-enhancing technology that has been used extensively over the past 15 years to integrate multiple performance measures that become the cornerstone of a company’s planning process.

“Companies that integrate research into their decision making process won’t find this level of research/analysis expertise and industry experience anywhere else,” Hobbi said.

About ServiceElements

ServiceElements, an organizational and behavioral culture enhancement company, awakens the power of excellent service within companies as well as their individual divisions, departments and other organizational groups. Some of the company’s tools for re-focusing service culture and sharpening service delivery skills include, stimulating, highly interactive workshops, seminars and keynote speeches. Clients benefit from ServiceElements’ more than 20 years of experience in business, technical training, service excellence, Six Sigma, ISO 9000, quality management processes, Customer Relationship Management programs and process re-engineering. For additional information on ServiceElements, visit www.serviceelements.com.

For additional information on ServiceElements, visit www.serviceelements.net
Category : Uncategorized | Blog
18
Jul

ServiceElements welcomes Owen Robbins to its team as Vice President, Performance Metrics & Research.

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FOR IMMEDIATE RELEASE Contact: Steve Holstein
July 18, 2009 E-mail: sholstein@ServiceElements.com

ServiceElements welcomes Owen Robbins to its team as Vice President, Performance Metrics & Research.

SCOTTSDALE, Arizona (March 3, 2009) – He is a clinical psychologist with 25 years of experience addressing the challenges of developing, managing and advancing corporate and entrepreneurial enterprises by strategically applying psychological knowledge and expertise.

Through applied research and propriety software which he has developed, Owen has had tremendous success in helping companies generate market data and performance metrics in order to create action plans for achieving strategic goals.

“Companies looking to make the most of the current market conditions and be at the leading edge of the recovery will receive tremendous benefits from the market information and business insights that Owen can bring to them,” said ServiceElements president Bob Hobbi. “Companies that integrate research into their decision making process won’t find this level of expertise and industry experience anywhere else.”

About ServiceElements

ServiceElements, an organizational and behavioral culture enhancement company, awakens the power of excellent service within companies as well as their individual divisions, departments and other organizational groups. Some of the company’s tools for re-focusing service culture and sharpening service delivery skills include, stimulating, highly interactive workshops, seminars and keynote speeches. Clients benefit from ServiceElements’ more than 20 years of experience in business, technical training, service excellence, Six Sigma, ISO 9000, quality management processes, Customer Relationship Management programs and process re-engineering. For additional information on ServiceElements, visit www.serviceelements.com.

For additional information on ServiceElements, visit www.serviceelements.net
Category : News Release | Blog
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