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Happy at work delighting your internal customers rene domingo

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Deligh’ng Your Internal Customers Prof. Rene T. Domingo Asian Ins3tute of Management [email protected] www.rtdonline.com
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Page 1: Happy at work delighting your internal customers rene domingo

Deligh'ngYourInternalCustomers

Prof.ReneT.Domingo

[email protected]

www.rtdonline.com

Page 2: Happy at work delighting your internal customers rene domingo
Page 3: Happy at work delighting your internal customers rene domingo
Page 4: Happy at work delighting your internal customers rene domingo
Page 5: Happy at work delighting your internal customers rene domingo

“GOING THE EXTRA MILE”

Page 6: Happy at work delighting your internal customers rene domingo

7DeadlySinsofInternalCustomerService

1.  nointernalcustomerculture2.  failuretoempower

3.  blamingculture

4.  overworking,understaffing

5.  nodirectaccesstomanagement

6.  onlyhardbenefits7.  failuretosa'sfythespirit

Page 7: Happy at work delighting your internal customers rene domingo

7DeadlySinsofInternalCustomerService

1.  nointernalcustomerculture2.  failuretoempower

3.  blamingculture

4.  overworking,understaffing

5.  nodirectaccesstomanagement

6.  onlyhardbenefits7.  failuretosa'sfythespirit

Page 8: Happy at work delighting your internal customers rene domingo
Page 9: Happy at work delighting your internal customers rene domingo

EXTERNAL CUSTOMERS 

         INTERNAL CUSTOMER 

     INTERNAL CUSTOMER 

 INTERNAL CUSTOMER 

SUPPLIERS 

voc 

Page 10: Happy at work delighting your internal customers rene domingo

+ + =

backoffice frontline customer

Page 11: Happy at work delighting your internal customers rene domingo
Page 12: Happy at work delighting your internal customers rene domingo
Page 13: Happy at work delighting your internal customers rene domingo

“The lowest bidder wins.”

Prof. Rene T. Domingo www.rtdonline.com

Page 14: Happy at work delighting your internal customers rene domingo

7DeadlySinsofInternalCustomerService

1.  nointernalcustomerculture2.  failuretoempower

3.  blamingculture

4.  overworking,understaffing

5.  nodirectaccesstomanagement

6.  onlyhardbenefits7.  failuretosa'sfythespirit

Page 15: Happy at work delighting your internal customers rene domingo
Page 16: Happy at work delighting your internal customers rene domingo
Page 17: Happy at work delighting your internal customers rene domingo

BORED CARPENTER "I'm hammering a nail."

INDIFFERENT CARPENTER "I'm making a door."

HAPPY CARPENTER "I'm building a church."

THREE CARPENTERS

Page 18: Happy at work delighting your internal customers rene domingo

BORED NURSE "I'm following the doctor’s orders."

HAPPY NURSE "I'm saving a precious life."

INDIFFERENT NURSE "I'm treating a patient in room 453."

Page 19: Happy at work delighting your internal customers rene domingo

BORED WORKER "I'm soldering."

INDIFFERENT WORKER "I'm making a chip."

HAPPY WORKER "I make planes fly safely."

THREE SEMICON ASSEMBLERS

Page 20: Happy at work delighting your internal customers rene domingo
Page 21: Happy at work delighting your internal customers rene domingo

The Ritz‐Carlton Twenty Basics 1.TheCredoistheprinciplebeliefofourCompany.Itmustbeknown,ownedandenergizedbyall.2.OurMoMois'Weareladiesandgentlemenservingladiesandgentlemen.Asserviceprofessionals,wetreatourguestsandeachotherwithrespectanddignity.3.TheThreeStepsofServicearethefounda'onofRitzCarltonhospitality.Thesestepsmustbeusedineveryinterac'ontoensuresa'sfac'on,reten'onandloyalty.4.TheEmployeePromiseisthebasisforourRitz‐Carltonworkenvironment.Itwillbehonoredbyallemployees.5.AllemployeeswillsuccessfullycompleteannualTrainingCer'fica'onfortheposi'on.6.Companyobjec'vesarecommunicatedtoallemployees.Itiseveryone'sresponsibilitytosupportthem.7.Tocreateprideandjoyintheworkplace,allemployeeshavetherighttobeinvolvedintheplanningoftheworkthataffectsthem.8.Eachemployeewillcon'nuouslyiden'fydefects(M.R.B.I.V.)throughoutthehotel.9.Itistheresponsibilityofeachemployeetocreateaworkenvironmentofteamworkandlateralservicesothattheneedsofourguestsandeachotheraremet.

10.Eachemployeeisempowered.Forexample,whenaguesthasaproblemorneedssomethingspecialyoushouldbreakawayfromyourregulardu'es,addressandresolvetheissue.11.Uncompromisinglevelsofcleanlinessaretheresponsibilityofeveryemployee.12.Toprovidethefinestpersonalserviceforourguests,eachemployeeisresponsibleforiden'fyingandrecordingindividualguestpreferences.

13.Neverloseaguest.Instantguestpacifica'onistheresponsibilityofeachemployee.Whoeverreceivesacomplaintwillownit,resolveittotheguest'ssa'sfac'onandrecordit.14."Smile‐WeAreOnStage"Alwaysmaintainposi'veeyecontact.Usethepropervocabularywithourguestsandeachother.(Usewordslike'GoodMorning','Certainly',"I'llbehappyto"and'MyPleasure'.)15.BeanambassadorofyourHotelinandoutsideoftheworkplace.Alwaysspeakposi'vely.Communicateanyconcernstotheappropriateperson.16.Escortguestsratherthanpoin'ngoutdirec'onstoanotherareaoftheHotel.17.UseRitz‐CarltontelephoneeequeMe.Answerwithinthreeringsandwitha"smile".Usetheguest'snamewhenpossible.Whennecessary,askthecaller,"MayIplaceyouonhold?"Donotscreencalls.Eliminatecalltranferswheneverpossible.Adheretovoicemailstandards.18.Takeprideinandcareofyourpersonalappearance.EveryoneisresponsibletoconveyaprofessionalimagebyadhereingtoRitz‐Carltonclothingandgroomingstandards.19.Thinksafetyfirst.Eachemployeeisresponsibleforcrea'ngasafe,secureandaccidentfreeenvironmentforallguestsandeachother.Beawareofallfireandsafetyemergencyproceduresandreportanysecurityrisksimmediately.20.Protec'ngtheassetsfoaRitz‐Carltonhotelistheresponsibilityofeveryemployee.Conserveenergy,properlymaintainourhotelsandprotecttheenvironment.

Page 22: Happy at work delighting your internal customers rene domingo

JIDOKA–“SmartAutoma'on”

line stop with “andon cord”

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7DeadlySinsofInternalCustomerService

1.  nointernalcustomerculture2.  failuretoempower

3.  blamingculture

4.  overworking,understaffing

5.  nodirectaccesstomanagement

6.  onlyhardbenefits7.  failuretosa'sfythespirit

Page 24: Happy at work delighting your internal customers rene domingo

“80% of quality problems are caused by management, and 20% by workers. ”

W.EdwardsDeming1900‐1993

Page 25: Happy at work delighting your internal customers rene domingo

7DeadlySinsofInternalCustomerService

1.  nointernalcustomerculture2.  failuretoempower

3.  blamingculture

4.  overworking,understaffing

5.  nodirectaccesstomanagement

6.  onlyhardbenefits7.  failuretosa'sfythespirit

Page 26: Happy at work delighting your internal customers rene domingo
Page 27: Happy at work delighting your internal customers rene domingo
Page 28: Happy at work delighting your internal customers rene domingo

“Pa'entswithsomeseriousmedicalcondi'onsaremorelikelytodieinthehospitaliftheyareadmiMedonaweekendthaniftheyareadmiMedonaweekday.”

“MortalityamongPa'entsAdmiMedtoHospitalsonWeekendsasComparedwithWeekdays”,Belletall,NEJMAug.30,2001

UNDERSTAFFEDWEEKENDS

Page 29: Happy at work delighting your internal customers rene domingo

Inallsectorsofpa'entcaredelivery,nursescomplainabouttheamountandcomplexityofpaperworkthathasresultedfromamul'tudeofac'onsbyregulatorybodiesandthe

reimbursementindustry.Nursesfindtheyarespendingmore'mewithpaperthanwithpa'ents.Thisdissa'sfiesnurseswhowanttohaveinterac'onwithpa'entsandfamiliesandmaycontributetonursesleavingdirectcareposi'ons,par'cularlyinacutecareseengs.

November2006Publica'onNo.25‐12505,CenterforHealthSta's'cs,HealthProfessionsResourceCenter,TexasCenterforNursingWorkforceStudies,StatewideHealthCoordina'ngCouncil

Page 30: Happy at work delighting your internal customers rene domingo

7DeadlySinsofInternalCustomerService

1.  nointernalcustomerculture2.  failuretoempower

3.  blamingculture

4.  overworking,understaffing

5.  nodirectaccesstomanagement

6.  onlyhardbenefits7.  failuretosa'sfythespirit

Page 31: Happy at work delighting your internal customers rene domingo

Ingram Micro has an 800 number for employees to call the CEO directly (he’s the only one who will answer).

Page 32: Happy at work delighting your internal customers rene domingo

7DeadlySinsofInternalCustomerService

1.  nointernalcustomerculture2.  failuretoempower

3.  blamingculture

4.  overworking,understaffing

5.  nodirectaccesstomanagement

6.  onlyhardbenefits7.  failuretosa'sfythespirit

Page 33: Happy at work delighting your internal customers rene domingo
Page 34: Happy at work delighting your internal customers rene domingo

higherproductivity

PRODUCTIVITYGAINSHARINGMODEL

savingscompany

savingsshare

workerssavingsshare

PRODUCTIVITYIMPROVEMENTCYCLE

Page 35: Happy at work delighting your internal customers rene domingo

Breakthrough HR policies by Fortune’s 100 Best Companies to Work for in America

give employees an average of 43 hours of training yearly

1.  Southwest Airlines (#4) 80 hours/year 2.  Deloitte and Touche (#8) 70 hours/year

Page 36: Happy at work delighting your internal customers rene domingo

Breakthrough HR policies by Fortune’s 100 Best Companies to Work for in America

give generous “soft benefits”

1.  Qualcomm (#47) - unlimited accumulation of unused vacation leaves

2.  31% of 100 Best Companies have on-site child care 3.  Vlassis (#37) - on-site hairstylist and manicurist 4.  Finova (#12) - free massages at the office

Page 37: Happy at work delighting your internal customers rene domingo

7DeadlySinsofInternalCustomerService

1.  nointernalcustomerculture2.  failuretoempower

3.  blamingculture

4.  overworking,understaffing

5.  nodirectaccesstomanagement

6.  onlyhardbenefits7.  failuretosa'sfythespirit

Page 38: Happy at work delighting your internal customers rene domingo
Page 39: Happy at work delighting your internal customers rene domingo

a more “spiritual” company (Tom’s of Maine)

1.  plants and fountains in office and factories 2.  use of round tables in meetings 3.  board meetings on the floor 4.  outdoor meetings in nature parks 5.  complimentary fruit baskets in manufacturing

plant 6.  decorating with employee-made paintings and

other art work 7.  non-business training – yoga and meditation

Page 40: Happy at work delighting your internal customers rene domingo

7DeadlySinsofInternalCustomerService

1.  nointernalcustomerculture2.  failuretoempower

3.  blamingculture

4.  overworking,understaffing

5.  nodirectaccesstomanagement

6.  onlyhardbenefits7.  failuretosa'sfythespirit

Page 41: Happy at work delighting your internal customers rene domingo
Page 42: Happy at work delighting your internal customers rene domingo

Deligh'ngYourInternalCustomers

Prof.ReneT.Domingo

[email protected]

www.rtdonline.com


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