Let's break down the steps:
* Clarify the service strategy: Before implementing any changes, it's essential to have a clear understanding of the organization's service strategy. This involves defining the purpose, goals, and target audience for the service.
* Implement new tactics at the front line: Once the strategy is clear, organizations can start implementing new tactics at the front line. These tactics may include process improvements, training, and changes in customer interactions.
* Evaluate the present level of service quality: Regular evaluation of service quality is crucial.
Organizations need to assess their current performance, identify gaps, and measure how well they meet customer expectations.
* Educate the organization: Finally, educating the entire organization about the service strategy, tactics, and quality standards is essential. This includes training employees, creating awareness, and ensuring alignment with the overall organizational goals.
By following this sequence, organizations can create a strong foundation for their service excellence efforts.
References: 1ASQ Certified Manager of Quality/Organizational Excellence