In House Service Excel Training Mod 5
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Transcript of In House Service Excel Training Mod 5
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In-House Service Excellence Training
Implement ~Monitor ~Maintain
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How to develop effective in-house service excellence
training - Step 5
ImplementMonitor Maintain
Identify service needs and
expectations
AssessService
performance gap
Identify reasons for performance gap and options for interventions
Select and develop
interventions
![Page 3: In House Service Excel Training Mod 5](https://reader035.fdocuments.net/reader035/viewer/2022080209/54bcd0ec4a7959ae418b4651/html5/thumbnails/3.jpg)
Implement ~ Monitor ~ Maintain
“If you fail to plan, you plan to fail“
Implementation can be broken down into three main phases: planning, execution and support.
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Planning
Begins early in the process
On effective approach is to create a time and action calendar
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Execution
Pay attention to details
Create checklists
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Support
Support for both the implementation and targeted employees (performers).
Success rate is improved with project champions and supporters
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Monitor & Maintain
Performance must be monitored because of the changing workplace
environment
Valid metrics are required to monitor performance and business results
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How to develop effective in-house service excellence training - Summary
Identify service needs
and expectations
AssessService
performance gap
Identify reasons for
performance gap and
options for interventions
Select and develop
interventions
ImplementMonitor Maintain
![Page 9: In House Service Excel Training Mod 5](https://reader035.fdocuments.net/reader035/viewer/2022080209/54bcd0ec4a7959ae418b4651/html5/thumbnails/9.jpg)
References & Recommendations
In-House Service Excellence Training programs may be based any one or a combination of performance success models. Many of the concepts and principles in this program are adapted from a model developed by H. Stolovitch. We recommend reading Training Ain’t Performance by Stolovitch and Keeps for more information about the model.