Description
Old myths have to be replaced by new truths โข Customer value added is the name ofthe game โข Training is the paradigm-buster โข Cultural change has to begin with a care-
ful formulation of strategic intent โข Cultural change will be sustained only if there are
adequate support mechanisms โข Cultural changes have to be validated through mea-
surement โข Identify the key factors critical for customer satisfaction โข Carefully craft
forms of feedback for determining customer satisfaction โข Determine the status of
the results of feedback and take any necessary action โข Make training and develop-
ment mandatory and ongoing โข Develop specific tools that work for the organization
โข Review and measure the value of the training tools โข Decide what should be tracked
โข Systematically gather and evaluate the data โข Carefully and thoroughly assess personnel per-
formance โข Create a process for fully developing the potential of each individual โข Develop a
system for recognizing all outstanding performance โข Create a reward program designed
especially for your organization โข Look for ways to innovate the current work processes and
procedures โข Develop an effective benchmarking and continuous improvement system that
relies on New Age thinking
