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SERVICE UNLIMITED Program Overview

Service Unlimited program encompasses service culture, single point of access, performance measurement, and innovation. Project deliverables focus on improving service leadership, central service locations, performance metrics, and encouraging service improvement ideas.

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SERVICE UNLIMITED Program Overview

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  1. SERVICE UNLIMITEDProgram Overview

  2. Service Unlimited A service framework that sets the objectives for service excellence PAGE 2

  3. 01.CURRENT PROJECTSService CultureSingle Point of AccessPerformance Measurement and FeedbackService Innovation SERVICE UNLIMITED PAGE 3

  4. SERVICE UNLIMITED Program Snapshot Project Manager PAGE 4

  5. SERVICE UNLIMITED Project Deliverables • Service Culture Service Culture starts with language and behaviour: ‘Service Leadership’ development Refocus ownership of problems on service providers Implement a Positive First Response Strategy Develop a ‘Can Do’ attitude profile Service-chain management and ‘hot handovers’ Embedded service capabilities in job design, recruitment and training Reward and recognition programs Project Manager PAGE 5

  6. SERVICE UNLIMITED Project Deliverables • Single Point of Access A central service location: Enquiry Management System at all Student Service Points via ServiceNow Data informed engagement and delivery Technology enabled 24/7 contact and support via Knowledge Management and Knowledge Centred Service A physical ‘Service Centre’ on each campus Project Manager PAGE 6

  7. SERVICE UNLIMITED Project Deliverables Project Manager Performance responsibility and accountability Setting individual and group objectives for service improvement Evidence based metrics for impartial feedback Open and transparent performance conversations Exceeding industry standards and benchmarks for service, support and resolution • Performance Measurement & Feedback • Single Point of Contact PAGE 7

  8. SERVICE UNLIMITED Project Deliverables Project Manager Innovate for service improvement Ideation platform to encourage staff to suggest service improvement opportunities Service Framework to design and implement your own service improvement projects Sponsorship of up to $10k for Service Improvement Project via Red Tape Taskforce • Service & Innovation PAGE 8

  9. 02.GOVERNANCEExecutive Sponsors and Joint ChairSteering CommitteeProject Manager and Project LeadsWorking Group SERVICE UNLIMITED PAGE 9

  10. SERVICE UNLIMITED Governance Structure Executive Sponsorship Steering Committee Project Manager Project Lead Project Lead Project Lead Project Lead Working Group 1 Service Culture Working Group 2 Single Point of Contact Working Group 3 Performance Measurement & Feedback Working Group 4 Service & Innovation PAGE 10

  11. 03.COMMUNICATION & REPORTINGExecutive CommunicationUniversity CommunicationProgress Reporting SERVICE UNLIMITED PAGE 11

  12. SERVICE UNLIMITED Executive Communication • Vice-Chancellor Launch • Proposed for week commencing 1 February • Executive Sponsor Progress Updates • Proposed for each quarter in 2016 and 2017 • Progress Reporting • Senior Executive and Executive Papers • Tabled by the Project Management Office, via Peter Pickering, Vice-President, Finance & Resources • Steering Committee • Bi-monthly Progress Report for each Project PAGE 12

  13. 04.NEXT STEPSEstablish Steering CommitteeCall for Nominations to Working GroupsEstablish Working Groups SERVICE UNLIMITED PAGE 13

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