A. Institute change
B. Create a sense of urgency
C. Build a guiding coalition
D. Generate short-term wins
A. Via good planning in the higher levels of the organization, where it is critical that there is a clearly stated mission and vision with key objectives defined.
B. Via performance contracts between an employee and his or her manager, making everybody responsible for part of the strategy.
C. Via delegation from owners to a governing body, who authorize organizationalcapabilitiesto take actions to create and support the outcomes to consumers.
D. Via organization-wide gatherings once or twice a year, where owners/stakeholders present the mission, vision and objectives, and take feedback from employees.
A. Minimize risk
B. Motivate colleagues
C. Focus on results
D. Set up priorities
A. Showing the consumer that they are valued by actions ratherthantelling them
B. Training employees and managers in good service behavior
C. Empowering the employees to make decisions on their own
D. Measuring the service culture in order to identify improvement ideas
