Excellence Service Tips Part 5

1. It's not enough to design your service model right. Uncommon service is achieved when great organisational design meets a culture of service excellence. A basic way to think about it is this: service excellence is a product of design and culture
2. The right culture is not an universal concept. Your right culture is a distinct asset that must be consistent with your organisation's service model
3. One way to understand culture is to break it down into its relevant components. Edgar Schein's culture framework, which loosely divides a culture into artefacts, behaviours, and shared basic assumptions. As he argues; to change behaviour, you have to change the way people think. To change the way people think, start with the underlying assumptions that drive that thinking.
4. Great service organisations tend to do 3 things well in their relationship with culture. They have a deep clarity about the organisational culture they must cultivate in order to compete and win. They are effective in signalling the norms and values that embody that culture. And they work hard to ensure cultural consistency, alignment between the desired culture and organisational strategy, structure, and operations.