Unit 11 Organizational Communications homework

D oes it r differ government adopts a customer-centric culturY go in Otta Michigan, who ha learn \223The Disne customer service Otta southw miles w of Chicago, the county includes six cities to miles famous Lak acr Otta- tion with Holland, Michigan\222 festiv F Some ma disconnect betw a Disne least in the priv pr customer service icons lik or F counties alr services natur Giv concerned with customer service? R to this question, a county of\037cial noted that the county has earned its r the people who liv it. As such, it o r good business When a ne r is: 1\) a dir b impact if By A and Bill Capodagli icma.or J | P 15 14 P | J icma.or A Mic adopts a customer-centric culture The \223Otta D oes it r differ government adopts a customer-centric culturY go in Otta Michigan, who ha learn \223The Disne customer service Otta southw miles w of Chicago, the county includes six cities to miles famous Lak acr Otta- tion with Holland, Michigan\222 festiv F Some ma disconnect betw a Disne least in the priv pr customer service icons lik or F counties alr services natur Giv concerned with customer service? R to this question, a county of\037cial noted that the county has earned its r the people who liv it. As such, it o r good business When a ne r is: 1\) a dir b impact if By A and Bill Capodagli icma.or J | P 15 14 P | J icma.or A Mic adopts a customer-centric culture The \223Otta 16 P | J icma.or icma.or J| P 17 the business buy and services locally; and 3\) an induced impact or multiplier effect fr \037o which ma businesses those w The Michigan Multiplier 2 \(Montgomery Consulting, spring 2 http://is0.gaslightmedia.com/northern- lak fs27-137 Otta is 2.12. This means that if a business locates within a county and pr 1 cr. If a visiting e- ing for a ne has a good customer service e it certainly ma to locate ther service e in a sear \221\222Ottawa W Initia After rThe Disney W, Otta contacted the compan book\222 a Disne T- tomer service steering team. This gr continues to meet monthly to o customer service initiativ accomplishments and neThe steering team included k leader courts Otta immer thr w \(see Figur During initial w team came to r 33 ar r to social services e that point on, Otta- er-centric cultur \223Otta Her- plishments fr De vision. Her The Ottawa County Customer Service Story: \223Imagine a team with a v of skills\227collabor another impr and the envir County and y Identi\036ed pr customer service v r- lems with Integrity and Empath Inspir Established pr- duct. Ex \223W accountability for our actions and deci- sions which e Storyboar potential barrier the implementation. A storyboar a visual displa technique that captur and prioritizes the thoughts and ideas of e de De of the main tasks w for e e centric cultur Management Buy-in The ne Otta w Becoming customer-centric is not an activity to be check an annual str or a performance r communicated in a r An or driv for success not only embr the o in its de r leader Her accomplishments fr w Finalized dr Finalized v Finalized codes of conduct. Storyboar implementation.

Under Under- ence the dr- ment principles The Rollout Upon completion of the leader w a thr for all emplo. F- ing y emplo in the tr a monthly basis emplo Local go question wh conducted for thr principles r communicated in less than a da that simple- tions w When emplo da v o the of v that the old v for the or Her- ments fr P Experience Storyboar the implementation.

Storyboar k The Hot Sea During the afternoon of the second da of tr the \223Hot Seat\224 segment. The county administr team department heads w of the Hot Seat panel. P invited to ask the panel an pertaining to the Otta County oper Ho 1\) top leader candor emplo- munication established betw- ment staff and the w A question ask \223Ho service when in go is not and cannot alw The answ tr that str the Stor Something of e- pated bene\036t r As man a w county emplo displa management and leader. Lack oftrust in management, poor communica- tion, and little coaching and feedback w P storyboar- cated that impr empo- agement, and setting clear e and dir. Lead b e pr ideas for impr The L The storyboar for leader and to engage their entir po become mor of the concerns that emer county emplo conduct a leader As an author of this article and the w allo this e question, \223What is the ultimate leader?\224 After an initial brie\036ng with staff, Al left the r total fr r what Al \223does best,\224 and which ar ar Al admitted being a little nerv with the pr v elected and appointed county leader completed the leader pr Brain T Next Steps Ed Catmull, pr Pix the book as sa health feel fr One of the best w type of envir br assist, advise do not ha for each other\222 F embr also believe they have owner its development and r COP FI Disney W Dream/V V Disney W Customer-Centric Culture Sho Story S Roles B Casting Hiring Orientation Feedbac D Plans Reviews Moments of T W Ho 16 P | J icma.or icma.or J | P 17 the business buy and services locally; and 3\) an induced impact or multiplier effect fr \037o which ma businesses those w The Michigan Multiplier 2 \(Montgomery Consulting, spring 2 http://is0.gaslightmedia.com/northern- lak fs27-137 Otta is 2.12. This means that if a business locates within a county and pr 1 cr. If a visiting e- ing for a ne has a good customer service e it certainly ma to locate ther service e in a sear \221\222Ottawa W Initia After rThe Disney W, Otta contacted the compan book\222 a Disne T- tomer service steering team. This gr continues to meet monthly to o customer service initiativ accomplishments and neThe steering team included k leader courts Otta immer thr w \(see Figur During initial w team came to r 33 ar r to social services e that point on, Otta- er-centric cultur \223Otta Her- plishments fr De vision. Her The Ottawa County Customer Service Story: \223Imagine a team with a v of skills\227collabor another impr and the envir County and y Identi\036ed pr customer service v r- lems with Integrity and Empath Inspir Established pr- duct. Ex \223W accountability for our actions and deci- sions which e Storyboar potential barrier the implementation. A storyboar a visual displa technique that captur and prioritizes the thoughts and ideas of e de De of the main tasks w for e e centric cultur Management Buy-in The ne Otta w Becoming customer-centric is not an activity to be check an annual str or a performance r communicated in a r An or driv for success not only embr the o in its de r leader Her accomplishments fr w Finalized dr Finalized v Finalized codes of conduct. Storyboar implementation.

Under Under- ence the dr- ment principles The Rollout Upon completion of the leader w a thr for all emplo. F- ing y emplo in the tr a monthly basis emplo Local go question wh conducted for thr principles r communicated in less than a da that simple- tions w When emplo da v o the of v that the old v for the or Her- ments fr P Experience Storyboar the implementation.

Storyboar k The Hot Sea During the afternoon of the second da of tr the \223Hot Seat\224 segment. The county administr team department heads w of the Hot Seat panel. P invited to ask the panel an pertaining to the Otta County oper Ho 1\) top leader candor emplo- munication established betw- ment staff and the w A question ask \223Ho service when in go is not and cannot alw The answ tr that str the Stor Something of e- pated bene\036t r As man a w county emplo displa management and leader. Lack oftrust in management, poor communica- tion, and little coaching and feedback w P storyboar- cated that impr empo- agement, and setting clear e and dir. Lead b e pr ideas for impr The L The storyboar for leader and to engage their entir po become mor of the concerns that emer county emplo conduct a leader As an author of this article and the w allo this e question, \223What is the ultimate leader?\224 After an initial brie\036ng with staff, Al left the r total fr r what Al \223does best,\224 and which ar ar Al admitted being a little nerv with the pr v elected and appointed county leader completed the leader pr Brain T Next Steps Ed Catmull, pr Pix the book as sa health feel fr One of the best w type of envir br assist, advise do not ha for each other\222 F embr also believe they have owner its development and r COP FI Disney W Dream/V V Disney W Customer-Centric Culture Sho Story S Roles B Casting Hiring Orientation Feedbac D Plans Reviews Moments of T W Ho 18 P | J icma.or icma.or J| P 19 gener become mor The county is on the v cr will be se 2 facilitator management with a facilitator Lik br leader complete a self-assessment customer service implementation questionnair r Constant purpose and impr and for customer service Institute tr customer service v Belie customer e Eliminate fear Br departments R w Ev meeting, br be held to pr pr W solv The Future After the Otta w county cr service team with r county department oper the same lead facilitator coor team initiativ Determine ne service tr Determine w better na the phone s Find w r Implement customer service best pr Implement an ambassador pr assist ne as the and to cr a r information on pr people Early successes ha particularly considering that the Otta W Outstanding Customer Service A that began in January 2 an a each quarter A sheriff\222 a customer service a a tr Health Department\222 division, hea- taur 87 customer service nominations fr the priv- nesses pr r attitude of educating and coaching, thus becoming a v These ar gr county emplo be r http://miotta outstanding_curr A fe the 33 differ the same customer service tune seemed lik Disne do it.\224 That is the Disne is the Otta A is county administrator Ott \(avanderberg@miott org\). B is president, Capodagli Jac W\) and coauthor of T McGraw-Hill, 200. A quarterly Outstanding Customer Service A 2 employee nominations each quarter One of the 4 R epro duce d w ith p erm is sio n o f th e c o pyrig ht o w ner. F urth er r e pro ductio n p ro hib ite d w ith out p erm is sio n.