Thursday, 29 May 2008
Minimum Service Standard
As part of a global initiative I have been given a project titled 'empower employees to make a difference' this encompasses working on best practices within YRCL globally and I have enjoyed learning from the wealth of experience shared with me.
The project has encouraged me to update the UK Minimum Service Standard (MSS) which allows staff to have clear training and reference to all the major dangers in our industry, as well as clear reporting lines which are aimed to ensure that all staff never go home with a problem unanswered and they know that they are empowered to 'look around corners' to avoid and resolve problems, I believe that if we do these things they help create a culture of we do more for our clients than anyone else would.
Within the MSS is a section on client reviews which focuses on how we can add extra value to/for our clients, circle of improvement, training documents, reporting structures, client first policy and proactive planning guidelines. In an industry where on the desk training is very important I feel having formal training and reporting regimes is a must. I have friends in very diverse industries and I am fascinated with the way they empower their staff because at the end of the day it is the only way to service your client
The project has encouraged me to update the UK Minimum Service Standard (MSS) which allows staff to have clear training and reference to all the major dangers in our industry, as well as clear reporting lines which are aimed to ensure that all staff never go home with a problem unanswered and they know that they are empowered to 'look around corners' to avoid and resolve problems, I believe that if we do these things they help create a culture of we do more for our clients than anyone else would.
Within the MSS is a section on client reviews which focuses on how we can add extra value to/for our clients, circle of improvement, training documents, reporting structures, client first policy and proactive planning guidelines. In an industry where on the desk training is very important I feel having formal training and reporting regimes is a must. I have friends in very diverse industries and I am fascinated with the way they empower their staff because at the end of the day it is the only way to service your client
Labels: Minimum Service Standard
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