The ten Key Steps to achieving service and business excellence:
The organisation defines customer requirements as a result of the continuous gathering and evaluation of information relating to market needs and competitive activity.
The organisation has a clear understanding of the overall customer promise and standards that it intends to deliver and communicates these to customers and employees.
The organisation has a business plan that contains clear policies and strategies, which are consistent with its vision, mission and values.
The organisation has a plan that identifies how the customer service promise is to be delivered.
The organisation has established procedures and standards of performance to ensure that its customer service promise is met.
The organisation demonstrates that sufficient resources exist to deliver its customer service promise.
The organisation engages in training and development activities that equip its people with the necessary skills, competence and understanding to deliver its service promise.
The organisation checks that the service promised to the customer is properly and consistently delivered.
The organisation ensures that it is aware of and responds to service problems and customer feedback making improvements where necessary.
The organisation reviews the effectiveness of its service delivery and appropriateness of its service promise to ensure that it continues to deliver service excellence.
"Hospitality Assured continues significantly to help us in developing our standards of business and service excellence whilst refocusing on the needs of our customers."
Hamish Johnston FHCIMA Head of Support Services St. Andrews University
