1. What is it and how to achieve it ?
Service Culture
What is it and how to achieve it ?
Steve O’Connor, Director,
Information Exponentials Consultancy

2. A simple Equation ???? A Service model PLUS A Good Culture
Equals a good to great Service Organisation

3. Steve O’Connor Information Exponentials Consultancy
Insider or Outsider
Over time most of us become Insiders as we grow in our discipline
InnoCentive illustrates the power
of Outsiders
We need to be Outsiders
Innocentive started with Eli Lilly. Extended to Proctor and Gamble and General Electric
Steve O’Connor Information Exponentials Consultancy

4. What is Service ? Different perceptions
Insiders and Outsiders
Differences between ‘For Profit’
McDonalds
Restaurants
Insurance companies…. And so on
Differences between ‘Not For Profit’
Government departments
Different sector Libraries
What defines ‘good’ service?
Is it efficiency?
Is it listening?
Is it closeness to the Client?
What is it?

5. Good Service ? Is good service include eye contact or a smile ?
Can good service be measured?
Can staff on one campus think that they work better than in other libraries?
What role do Users have in what good service is?
How do you provide service to your users if you never see them? If they are only online?

6. What is a culture ? More difficult to define
Perhaps it is the way ‘we do things around here’
It can be imposed.. but is never organic
It can be imposed.. but is RARELY organic
It can be natural, just evolving… but to where
Creating the culture you may want is never easy

7. exercises
What are good examples of Good Service in Public and/or Private organisations?
What do Users think is good service and does it differ from staff views? Prove it!
Can you measure good service? Do you maintain or develop it?
How do you provide good service to users you cannot see?

8. Creating a Service Culture ? WRAP UP
INGREDIENTS
Working with staff as a whole
Without agreement to proceed, it will not work
Understanding your users, their changing need and their perceptions is crucial
PROCESS
Do not impose but work it up and through the organisation
It may/will take some time
OUTCOMES
An organisation which will be able more easily to achieve their future goals

9. Steve O’Connor Information Exponentials Consultancy
This book is a very practical book describing the process
Steve O’Connor Information Exponentials Consultancy

10. Information Exponentials Consultancy
Xie xie daja Hoopencarp Thank you very much
Steve O’Connor Information Exponentials Consultancy

11. Thank You