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Hardwiring Service Excellence into Organizational Culture PVM Team May 20, 2014
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Objective 1.2
Establish system-wide customer service and hospitality standards by June 2010. Implement system-wide customer service and hospitality training across the organization by December 2010.
How it all began……
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Engagement of leadership ACT Team
Executive Team
Task Force representing many perspectives Bonding
Learning from past experiences
Learning from the present
Learning from others
Approach
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Learning from Others
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Making it Personal
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Defining Expectations
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Naming the Initiative
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• Leadership
• Communication and Reinforcement
• Hardwiring into HR Processes
• Rewards and Recognition
• Measuring Results: The “Q” Crew
• Standards and Training
“Hardwiring” for Sustainability
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Communication & Branding
26200 Lahser Road, Suite 300 | Southfield, Michigan 48033-7157 | 248.281.2020 | TTY#: 800.649.3777 | www.pvm.org
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26200 Lahser Road, Suite 300 | Southfield, Michigan 48033-7157 | 248.281.2020 | TTY#: 800.649.3777 | www.pvm.org
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Branding
26200 Lahser Road, Suite 300 | Southfield, Michigan 48033-7157 | 248.281.2020 | TTY#: 800.649.3777 | www.pvm.org
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Additional Branding
26200 Lahser Road, Suite 300 | Southfield, Michigan 48033-7157 | 248.281.2020 | TTY#: 800.649.3777 | www.pvm.org
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Human Resources
26200 Lahser Road, Suite 300 | Southfield, Michigan 48033-7157 | 248.281.2020 | TTY#: 800.649.3777 | www.pvm.org
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Core values into Job Descriptions
Hiring to Service Excellence Standards
Overview into New Hire Orientation
Core values into Performance Evaluations
Hardwiring into HR Processes
26200 Lahser Road, Suite 300 | Southfield, Michigan 48033-7157 | 248.281.2020 | TTY#: 800.649.3777 | www.pvm.org
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Awards & Recognition
26200 Lahser Road, Suite 300 | Southfield, Michigan 48033-7157 | 248.281.2020 | TTY#: 800.649.3777 | www.pvm.org
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Award Samples
26200 Lahser Road, Suite 300 | Southfield, Michigan 48033-7157 | 248.281.2020 | TTY#: 800.649.3777 | www.pvm.org
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Team Member Integration
26200 Lahser Road, Suite 300 | Southfield, Michigan 48033-7157 | 248.281.2020 | TTY#: 800.649.3777 | www.pvm.org
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PVM Recognition
26200 Lahser Road, Suite 300 | Southfield, Michigan 48033-7157 | 248.281.2020 | TTY#: 800.649.3777 | www.pvm.org
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Awards are given to
individual employees
throughout the year
and once a year at the
Shining Star event
where we recognize
one outstanding PVM
employee.
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Quality & Measurement
“Q Crew”
26200 Lahser Road, Suite 300 | Southfield, Michigan 48033-7157 | 248.281.2020 | TTY#: 800.649.3777 | www.pvm.org
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• Complaint and Measurement Committee, and Service Recovery
• Measuring Results
• How we re-evaluated
“Q crew”
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• Manage complaints and provide service recovery timely
• Establish policy and process
• Provide training
Purpose of quality
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• System-wide effort to improve resident satisfaction surveys
• Annual relationship building initiative
• Improve current resident satisfaction results
• Engagement Task Force Formation
“Q Crew – Where We Are Now
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Training
26200 Lahser Road, Suite 300 | Southfield, Michigan 48033-7157 | 248.281.2020 | TTY#: 800.649.3777 | www.pvm.org
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Cean Eppelheimer from PHI helped launch PVM’s Service Excellence culture initiative
First Service Excellence workshops were conducted in March 2012 for PVM leaders
One day workshop learning about the Service Excellence pillars of Respect, Relationship Building, Listening, and Accountability
Building a Service Excellence Culture Through Training
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All Day training for entire staff
26200 Lahser Road, Suite 300 | Southfield, Michigan 48033-7157 | 248.281.2020 | TTY#: 800.649.3777 | www.pvm.org
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PVM Academy Training Focus 2014
Leadership Development
Sustaining Service Excellence
Nurse / CENA Coaching
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The Village of Redford Management Team
Lunch & Learn Sessions
Leadership Development
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Coaching sessions are focused on turning negative behaviors into positive behaviors that demonstrate the Service Excellence Values
Nurse / CENA Coaching
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• To date 680 employees trained in Service Excellence
• Service Excellence values are included in Diversity & Inclusion Training
• Development of Service Excellence online training modules
Building Service Excellence Culture through Training
26200 Lahser Road, Suite 300 | Southfield, Michigan 48033-7157 | 248.281.2020 | TTY#: 800.649.3777 | www.pvm.org
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Sustaining Service Excellence
Coaching Moments Video
The Village of East Harbor Dining Services Staff Hospitality Training
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Timeline of Project
26200 Lahser Road, Suite 300 | Southfield, Michigan 48033-7157 | 248.281.2020 | TTY#: 800.649.3777 | www.pvm.org
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2010 2011 2012 2013 2014 & Beyond
Form Work Group
Research similar
programs
Define Service and
Hospitality
Draft a logo and
tagline
Seek approval from
Executive Team
Establish work plan
and recruit leaders
Define resources
Define the
standards of
Customer Service
Excellence
Create Curriculum
Decide Service
Excellence pillars
for PVM
Create
expectations of
staff
Reward &
Recognition
Program
Finalize logo and
tagline
Leadership
Training
Train the Trainers
Official rollout
company-wide (~750 employees)
Newsletter articles
celebrating class
completions
Diversity &
Inclusion Training
Service Excellence
training for
vendors and
clients of PVM
Incorporation of
Rewards &
Recognition with
established
company-wide
event
Coaching
Moments
Video Testimonials
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26200 Lahser Road, Suite 300 | Southfield, Michigan 48033-7157 | 248.281.2020 | TTY#: 800.649.3777 | www.pvm.org
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Service Excellence in Action
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Questions & Answers
26200 Lahser Road, Suite 300 | Southfield, Michigan 48033-7157 | 248.281.2020 | TTY#: 800.649.3777 | www.pvm.org
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