1. DIFFERENTIATING THE BEST FROM THE REST By Dr. Samuel Chand

2. “To be in business is not to stay in business” We have all heard these sayings, but what do they really mean in practical terms? “Success in the past does not ensure success in the future.”

3. 1. Organizational Commitment Organizations that provide exceptional quality service invest resources in four key areas: 2. Individual Commitment 3. Pervasive Spirit Team 4. Customer-focused Operating Systems

4. 1. People take Key Indicators of a Service Culture: Responsibility. 2. There are few to communication and action. Barriers 3. People are to the needs of internal and external customers. Responsive

5. 4. People are and courteous to each other. Friendly 5. Front-line staff frequently if they can be of service. Ask 6. People and look like they enjoy their work. Smile 7. People look for ways to improve. Continuously

6. 8. Staff feel empowered toAct. 9. People receive feedback from colleagues. Positive 10. Customers are after their interaction with staff. Pleased 11. Administrators help staff work to service. Improve

7. 12. Everyone works to identify and prevent problems. 13. People work to develop -oriented systems, policies and procedures. Customer 14. Staff the needs of their internal and external customers Anticipate

8. 15. Communication – Sending and responding in a timely manner