Keywords/Sentence Starters Charter
1. Mission Statement
“In consultation with a broad consensus of staff and management, develop a custom set of Keywords/Sentence Starters to be used in hiring, service training, and performance reviews.”
2. Responsibilities
For the next nine months, this OASIS Team is responsible for and has the authority to plan, coordinate, and communicate strategies necessary to implement the assigned projects, including but not limited to:
q Customize and update this charter to clarify and confirm our responsibilities and assignments.
q Obtain the Service Excellence Council’s direction and approval of our charter and Project Plans.
q Gather and consider utilizing other organizations “Best Practices”.
m CLS Tool Kits – Systems Management Center Website
m Other industry contacts and resources
m Complete the team’s OASIS Projects for education and/or roll-out in four phases:
m During the Service Excellence Workshop (1-3 months deadline)
m At the Service Summit #I (3 month deadline)
m During the DO IT meetings (6-9 month deadline)
m At the Service Summit #II (9 month deadline)
m Determine our own set of success metrics, deliverables and/or end-results as approved by the Service Excellence Council.
m Utilizes our authority from administration via our OASIS Liaison.
q Obtain any budget, policy, or procedure approval through either:
· The appropriate department Director/Administrator, and/or
· Our OASIS Liaison
q Identify and involve someone, a department or a special committee as Process Owner to ensure successful implementation and maintenance of the project to hardwire into the culture.
q Keep your OASIS Liaison informed, involved, and in support of the team’s work.
q Others?
The Keywords/Sentence Starters Implementation Charter (cont’d)
3. Keywords/Sentence Starters Project
1. Keywords/Sentence Starters
Example Success Metric:
A proposed draft of core service scripts to be in place by Service Summit #I and a consultative process to gain a buy-in should be undertaken within 3 months of Service Summit #I that consults with a minimum of 50% of staff and preferably all. Finalized service scripts to be introduced during the DO IT meetings. Specific unit/department based service scripting to be rolled out by Service Summit #I in Year II.
1. Begin by consulting with the Service Recovery Empowerment Team to recommend a script to be utilized for their “Mess up? ‘Fess up and Dress up” policy (if they have not done so already).
2. Develop a comprehensive prioritized list of customer interaction situation and opportunities that will require Keywords/Sentence Starters.
3. In connection with appropriate managers and staff, seek input and approval for the written Keywords/Sentence Starters.
4. On a priority basis, develop your own scripts based on consultation with Focus Groups of staff who will utilize the scripts.
5. Pilot the use of the scripts prior to roll out to everyone.
6. Be sure to establish a mechanism that allows management and staff to continuously improve their Keywords/Sentence Starters.
4. Meeting Effectiveness
Most OASIS teams meet at least every 2 weeks, depending upon their scope of work. Ensure meetings are conducted in a timely and effective manner through the use of:
q Code of Conduct
q Agendas
q Minutes
q Meeting Evaluations
q Peer Evaluation
5. Communication Plan
The goal is to keep everyone informed with your progress and project plans via:
q Monthly OASIS Synergy Meetings
q Regular Agenda Items on:
m Administrator Meetings
m Leadership Meetings
m Service Excellence Council Meetings
q Service Excellence Training
q Internal Newsletters and Press Releases
q Service Summit #I and #II
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Y:\Workbooks\SEI\Master Originals\6_Resources\Charters\5_Keywords_SentenceStarters_Charter.doc 19/06/2014