Guideline 6. Developing a service culture

Submitted by Anonymous (not verified) on Tue, 07/10/2018 - 09:46

To improve service quality, the institution invests in the skills and capability of the staff who deliver its services.

Guideline code

SQ_00800

Mechanism

Regularly analyse skills needs in all aspects of service quality;
Include principles of service quality within all staff training programmes (e.g. a module or course based on these guidelines);
Give staff the opportunity to undertake professional development in service quality management, internally and externally;
Include in the performance agreements of managers and executive staff the practical demonstration of commitment to service quality, measurable against agreed standards;
Ensure that frontline service delivery staff are appropriately compensated and rewarded for outstanding performance related to service quality. They should consider introducing a formal recognition programme for outstanding service quality.

Parent

Structure

The management should design learning programmes and human resource management practices which:

Ensure staff commitment to the institution’s values and the service quality framework;
Build staff understanding of the institution’s purpose and the value of quality service to the institution and society;
Provide product development staff with the skills to work within a product development life cycle;
Empower staff to make decisions and solve problems;
Empower staff to focus on meeting individual needs rather than adhering strictly to rules and processes;
Engender in staff respect and empathy for the people they serve;
Make service delivery a profession for staff to aspire to (e.g. through certification, industry-wide recognition of skills, ongoing professional development, reward and recognition programmes);
Ensure adherence to and active engagement with occupational safety and health laws and policies.