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Tuesday, May 20, 2008

Extreme Service Hierarchy

I don't want to post much work stuff here but I think this is worth showing the world. Our company has used the motto "extreme service" for years. We now constantly refer to, and try to measure ourselves by, something called an "extreme service hierarchy":

Accuracy: Being accurate means consistently and precisely performing work without errors and delivering products and services in the format originally agreed upon.

Timeliness: Practicing timeliness means consistently delivering products and services in an efficient and timely manner.

Responsiveness: Responsiveness means that individuals are accessible to internal and/or external clients and provide dependable and reliable service.

Proactive: Being proactive means reaching out, without solicitation, and anticipating challenges to ensure all internal and/or external client needs are met.

Teach: Teaching means sharing best practices and lessons learned to provide internal and/or external clients with unparalleled support.

The concept is that you have to start with accuracy in what you do for your customer, move up to timeliness (doing it on time), add responsiveness, move up to being proactive and then finally get to a point where you are actually teaching your client. It makes sense. As soon as I figure out how to convert my .ppt image of the pyramid to a jpeg I'll post it here.

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