This presentation tells the story of how the employees of a planning department turned their department around. Over the course of three years, they went from having one of the worst levels of employee morale and customer service to becoming one of the best departments in the DC region. Starting with open and honest conversations, employees decided to leave behind negativity, gossip, and low accountability and focus on creating a new department. Employees volunteered to work in groups to establish nine key characteristics for the department they envisioned, which included the creation of a collaborative and learning work environment that prioritized delivering superior customer service. One innovative approach included the formation of a Change Advisory Team (a non-supervisory team) to candidly advise the Director throughout the process. When staff feedback identified that success was not always rewarded and mistakes not openly discussed, the Director implemented Mistake Mondays meetings to identify and learn from things that didn't go well. Additionally, to encourage excellence, the director held Terrific Thursday meetings to acknowledge exceptional service provided by both individuals and teams. Leading a successful culture transformation takes perseverance to understand and help employees through the change process while also facilitating employee driven outcomes.
understand the methodology and tips to bring about lasting change in an organization.
facilitate a employee and customer centered work environment through true empowerment and effective ways to motivate and recognize staff. In addition, participants will learn what is still left to complete.
develop a Customer Bill of Rights that guarantees responsive and collaborative service which encourages customers to request second opinions to resolve their concerns.