Experiencing World Class Service Excellence
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ownership and management. In many cases this made the resulting model highly entrepreneurial and high levels of personal involvement as staff think and act like owners.
Whilst Service Excellence was a unifying goal for the companies visited, this was not a blank cheque and investment had to be justified against business benefits.
Key Processes
In most cases the stories told by the companies we visited were similar to well rehearsed case studies. Their enterprise wide operating models were well established and in the time available it was difficult to uncover the gaps.
Exposure to Baldridge and other Quality measurement systems has made process management extremely detailed and scientific but in a way which is largely accessible and comprehensible for the majority of staff. As a result they are actively involved in process re-design and continuous
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