Steris is a global leader in infection prevention and surgical technologies based in the US and serving clients around the world. Leaders of the North American Service organization wanted to create buzz and momentum for their implementation of UP! Your Service (UYS) education. On the second floor at corporate headquarters, over 400 staff from the
A friend of mine, the Head of a Middle School, wrote the following as part of his weekly letter to parents. He is working hard to balance change and innovation demanded by modern times with the tradition and process long revered in student education. His message also rings true for service innovation in business and government organizations:
“When Brazil defeated Italy in 1970 for their third World Cup in 12 years, football aficionados claimed it was the greatest team ever with the greatest player ever, Pele. Four years later, it was the West Germans who defeated the Dutch in Munich to seize the World Cup, led by their brilliant defenseman, Franz Beckenbauer.
Each year The Conference Board publishes survey results of the Top CEO Challenges for global organizations. In 2014 the top four challenges are:
1. Human Capital
2. Customer Relationships
4. Operational Excellence
The Conference Board says business leaders are seeking to drive growth by “focusing on people, performance, reconnecting with customers, and reshaping the culture of work. They see a renewed commitment to customers, innovation, and the corporate brand.”
A recent article in Businessweek caught my eye. Titled “Most-hated airline is also the most profitable”, the author states, “…the low-cost model rightly treats airfare as a utility. There really does not need to be a service component attached to consuming airfare.”
I believe this point of view incorrect. There IS a service component in airfare…and in every other form of service or product delivered throughout the world.
Let’s explore this together.
Who plays the most powerful role in a successful education implementation? The employees who are learning, the trainer who leads the class, or the manager of the employees?
Over 20 years ago two notable authors – John Newstrom and Mary Broad — published research that is still relevant today. Transfer Of Training: Action-packed Strategies To Ensure High Payoff From Training Investment
For leaders seeking to achieve large-scale service improvement with a powerful education program, this research is critical.
UP! Your Service Course Leaders from MSD (Merck) in Singapore have created a colourful and uplifting way to record and recognize positive service improvement actions taken by participants in the UP! Your Service Course 100: Achieving Superior Service.
If your company is going to pursue building an uplifting service culture, leadership must initiate and support the process. But service leadership must be extended and ultimately embraced at all levels of the organization. Let’s take a closer look at how to lead from all levels.
Unusual people and events have powerfully shaped my life, and the lessons I’ve learned from them are the roots of my unrelenting passion. My grandmother was my earliest inspiration. She taught kindergarten in New York City for 40 years, and when I visited her class, I felt like the most important person in the world. My grandmother made everyone feel like the most important person in the world.
For the past 40 years I have been on a mission to improve the world. The vision that motivates and sustains me is a world in which everyone is educated and inspired to excel in service to others.
In support of this mission, I have flown more than ten million miles, visited three hundred cities, and worked with businesses in every industry from high fashion to high technology, government agencies, schools, associations, and voluntary service organizations. I help people become better service providers, and help organizations build uplifting and self-sustaining service cultures.