Professional Documents
Culture Documents
Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 2
Service culture program
Why What How
12 building blocks. Is all about
A Service Culture provides having the right alignment Leadership Alignment
direction and integrates among the already existing
all GSC MX efforts and systems and processes in the
activities to achieve our organization.
Culture Committee
strategic intent of creating
superior customers value,
employee engagement Building Blocks
and profitable grow. Assessment
21 Service Initiatives
7 In progress
Service Education
Leadership
We take pride in delivering the best service at the best cost; we know the goals and
behaviors that generate customer value and we make customers needs and wants our
top priority.
Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 3
What is in it for
me
Positive work environment
People work better in a culture
that is helping each other to
succeed
Job satisfaction that translates in
better performance and
retention of good staff
Personal and Professional Grow
- Company Loyalty
Lets make service Happen
Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 4
SERVICE CULTURE AIMS
CUSTOMERS
Providing consistent superior service experience
Reduce number of escalations and incidents.
Exceed customer expectations
Issues are handled with professionalism
COLLEAGUES
Collaboration We support each other to do our job
Trust We relay on each other to deliver a service excellence
Partnership Together we create a better experience for external customers
Create value and support the success of each other
ORGANIZATION
A service culture is hard for the competition to replicate
Keep existing customers, attract other customers, repeat business & referrals
Increase business efficiencies and higher margins
Attract and retain people with heart of service
Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 5
achievements
Define our Service Culture Framework
Our framework consists of 14 Building Blocks
Establish a Service Culture Committee
Our Committee has representatives from each organization
Do a Situational Analysis
Analysis was done to identify gaps from our actual situation and
desire goal.
Define Service Initiatives
21 Initiatives have been defined to close gaps from the analysis.
Create a Service Handbook
First version of the handbook has been crated, it will be released
soon.
Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 6
OUR journey so far.
First wave of education sessions for Service Excellence are
Service Education planned by September
Common Service Lexicon is ready with our common service words. Selection of
the Theme is in progress, communications and promotion
Language
plan is on going.
Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 8
What we need
from you!
Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 9
The service culture album
Meet with your team and communicate what Service
Culture is about and its importance for GSC Mexico. We
have until August 31st to complete our album and engage
your team in service culture.
NOTE: If you need support during the meeting you can contact
Jorge Alberto Vallejo
Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 11
Supporting material
Full list of Service Initiatives
Service Initiatives
Videos
Why Service Culture? (3 minutes video)
GSC MX SDU Heads talk about Service Culture (13:43 minutes video)
Steve Nylunds Video Blog April (Focused on Service Culture)
Intranet article:
Service Culture | Not just nice to have-- must have.
Service Culture EriColl page
Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 12
Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 13
Service culture framework
Service
Communication Stream 1 Stream 2 Stream 3 Communications
Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 15
Our
Wanted Positions
Our leaders understand and live our service
Service culture, enabling and empowering our people to
Leadership deliver maximum value for our customers.
Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 16
Our
Wanted Positions
All our communication actions create information
that flows vibrantly across innovative
Service communication channels, connecting the minds of
Communications employees and stakeholders in real time by
generating an atmosphere of inspiration and
unifying goals to uplift our services.
Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 17
Our
Wanted Positions
You + Ericsson a Powerful combination. We have
an exceptional Recruitment Program that attracts
Service and selects the best talent in the industry that
Recruitment lives our Ericsson values in a truly global and
people oriented company with a strong Service
Culture.
Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 20