Creating a Service Quality Culture


Fornal, Peter P.   (1999, ASQ)   Human Resource Consultants, East Greenwich, RI

Service Quality Conference, St. Pete Beach, FL    Vol. 8    No. 0
QICID: 18805    September 1999    pp. 1-10
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Member $5.00

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Article Abstract

[PowerPoint presentation slides only.]

An organization's culture is comprised of its norms, values, and beliefs, as well as its processes, systems, and the structure that supports them. Organizational culture is driven by leadership, vision, empowerment, training, recognition, measurements, and customers. Many barriers to performance, culture destroyers, undermine the value of individual employees, such as inadequate support, training, delegation, interaction, and recognition. People measures have a significant impact on return on investment, and the ROI of companies using people metrics strategically is about 50 percent higher than for other companies. An action plan to improve a company's service culture can quickly prove its value, but requires support from top management and a strong focus on people, both its customers and its employees.


Culture,Customer service,Employee satisfaction,Employee relations,Employee involvement (EI)

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