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Elements of

ORGANIZATIONAL THEMES

1. Vision – Building
2. Evolutionary Planning
3. Initiative taking and Empowerment
4. Staff development and Resource Assistance
5. Monitoring

DIMENSIONS OF PERCEIVED SERVICE QUALITY

1. Tangibles
2. Reliability
3. Responsiveness
4. Competence
5. Credibility
6. Security
7. Communication
8. Assurance
9. Empathy

STRATEGIES TO ACHIEVE THE VISION

1. W Y S I W Y G
- Be Authentic
- Be Yourself

2. W A C A D A D
- Be Consistent

3. A S L T W
- Be Honest

A WYT
- Have Integrity

4. Believe in People
5. Build Trust
6. Learn to Communicate Effectively
7. Learn to Love Your Profession
8. Don’t Delay

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