Program Leadership College

One and a half days of training for your Executive Sponsors, Service Excellence Council Chair, and Program Director (and Assistant).  Program Leadership College is an overview of the Service Excellence Initiative™ and provides training of the Program Director and other Program Leadership to insure a successful Service Excellence Program.

 

CEO Orientation

The CEO Orientation takes place during the Program Leadership College and sets out the CEO’s roles and responsibilities in the Service Excellence Initiative™.

1.A     Best Practices Gap Analysis and Focus Groups

Conducted during your CEO’s Service Leadership Initiative, the Best Practices Gap Analysis included a comprehensive assessment of your Best Practices, as well as a focus group with your frontline staff.

1.B     Leadership Briefing “Creating World Class Service Excellence”

Shortly following the initial assessment and Executive Briefing, we will conduct a 4-hour “Leadership Briefing” involving all managers, supervisors and members of the executive team entitled “Creating World-Class Service Excellence at YOUR FACILITY."

 

• The purpose of the Leadership Briefing is to:

  • Share the results of our research.

  • Conduct an educational session on the ten critical steps necessary to create a culture that will support world class customer satisfaction.

  • Provide attendees with an overview and understanding of the Service Excellence Initiative™.

  • Answer questions, and ask for a commitments.

  • All participants leave with a sufficient number of “Leadership Empowerment Surveys” to give to their direct reports, in order to gain useful feedback to improve service to their “patients” and “customers.”