Certification
|
Vision and Strategies for Managing Government Services - NEW
OUTLINE (Return to Main)
Definition of Business
- Participants will engage in an exercise that challenges long-held beliefs about government to emerge with a new definition.
- Terms will be introduced and discussed including business, profit and loss and customer focus.
Measuring Customer Service
- Participants will examine various measurement techniques and develop appropriate measurements for the various types of customer interactions with which they get involved to identify and measure their delivery of customer satisfaction.
- This will be applied to their understanding of how these measurements will be applied in the strategic thinking process.
Industry Best Practices
- How other public sector organizations develop their strategies and manage the change.
- What are the results?
- What lessons are there for implementation into your organization?
- How does one benchmark your organization against others to compare operational effectiveness as a business?
Developing the Vision
- Development of a vision for the organization.
- Based on this vision, discussion and analysis of corporate and resource readiness for potential changes will be discussed.
- The process of mission development and values and principles will follow.
Strategy Development
- With the development of a vision, mission, values and principles, strategy development will begin.
- Participants will have an understanding of industry best practices, new terms and definitions and identification of what the new customer service model will be.
- The development of a strategy on how to achieve the vision, mission, industry best practices and customer service needs will begin.
Leadership Role
- Understanding leadership and the role it plays to ensure the successful implementation of the strategy into the entire organization and/or department and to its customers.
- Leading their organization through the change, implementing the values and principles will be discussed and actions will be developed to manage these.
Employee Involvement
- How to get employees involved in the development of innovation, strategy, and operational effectiveness.
- How to get employees involved in translating these processes into everything they do.
- Cascading these processes throughout the organization, including internal and external customers.
Quality Standards
- How to develop measurable standards against which to benchmark the success of these new strategies and processes.
Implementation Strategy
- Strategies for implementing the strategy will be discussed.
- Participants will engage in a process to develop an action plan for continuously improving their strategy.
Return to Main
|
