Excellence Service Tips Part 3

1. The goal of an excellent service organisation is to deliver outstanding results with average employees
2. Many companies design service models for employees they don't have - for a payroll filled superstars when, in fact, there's a healthy range of talent and initiative on the team. Capture this reality in the design of the business model
3. Successful employee management systems have 4 main components: selection, training, job design and performance management. These components must be internally consistent and aligned with the rest of the service model. There's no such thing as good or bad selection. The issued is whether it's consistent with the rest of the employee management system and whether the system is consistent with the rest of the service model
4. IT solutions can help or hurt your employees' productivity, often in dramatic ways. IT tools that work are sensitive to the employee experience, including how and when data is entered in the rhythm of a particular job. The best solutions are developed in tandem with the role itself - not piled on after a job design is already in place
5. The average service employee is overwhelmed by the increasing complexity of his or her job. When a company identifies a gap like this between operational complexity and employee sophistication, it has 2 choices: train and hire differently or redesign the job so that your current team can do it