Transactions to Transformation

Service Culture Transformation:

Command & Control Culture		Service Culture
Art of Service: Vision & Strategy
1	Service Strategy grounded in Winning@ any cost driven by self centered vision, power & control.	Service Strategy is grounded in creating value for customers driven by shared service Vision & Values.
2	Growth by beating the Competition with incremental differentiation.	Growth by Going beyond the competition with quantum differentiation & Value innovation.
3	Build a brand by Showcasing numbers, certifications and position for looking good.	Build a brand for Customer loyalty by being good and creating value/wow experience.
4	Defensive teams avoiding mistakes, risks and conflicts for fear of losing.	Collaborative & Open teams leveraging on the gaps, conflicts and learning from mistakes.
Science of Service: Go beyond People & Process Capabilities
5	Functional, Regional & HQ focused Silos with ownership limited to Fixing problems & SLA’s.	Integrated teams with clear goals & roles and overall Ownership right from framing problems to closure.
6	Deep expertise equipped with knowledge & tools with no interest in broader context.	Deep & Broad expertise with collaborative & creative problem solving skills.
7	Policies & Processes are force fitted from quality manuals for audit Compliance & certification.	Go beyond Process with a Questioning mind and drive operational Excellence and Value Creation.
8	SLA’s & Metrics are internal facing to improve Speed & Volume, focus is on Events & contracts.	SLA’s & Metrics address Value creation & customer experience, focus is on Analysis & improvement.
Craft of Service: Shaping the Service Culture
9	Disconnect in Saying Vs Doing, Know It All… No room for learning from others.	Connect Saying & Doing, Space for creative tension, Learn from Gap, Adapt to Changes.
10	Conform to central policies, decisions, formality (calendar?). Discuss only results, reports, Yes for Authority, no for Undiscuassables.	Empowered, Collaborate: Listen, Observe, Share, Inquire to solve problems, Innovate.  Accept conflicts and Undiscuassables.

 Copyright Sunil P Rangreji