February 2007
Beginner
400 pages
4h 25m
English
book
101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
by Glen Arm Lorraine L. Ukens Team-ing with Success Maryland
Content preview from 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
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Chapter 36. Flow Motion: Work Process Improvement
Goal
To look for ways to improve a current work process. Participants will create a flow chart to document a work process and make suggestions for improvement.
Time Required
Approximately 1½ to 2 hours
Group Size
Subgroups of three or four persons each from an intact service team, with a maximum of twenty participants
Materials
One sheet of newsprint paper and two felt-tipped markers in different colors for each group
One copy of the Flow Motion Worksheet and a pencil for each participant
Masking tape for posting newsprint sheets
Process
Introduce the session by stating that quality depends on analyzing current work processes to ensure that they are most effective in reaching the desired outcome. The first part of this analysis is breaking down the process into the steps required to get the job done. Explain that work processes should be reviewed periodically to ensure that modifications are being made as necessary.
Form subgroups of three or four persons each.
Distribute one copy of the worksheet and a pencil to each participant.
Ask each subgroup to select a current work process that is complex enough to involve several steps. Explain that each group will have 20 minutes to analyze this process by completing the worksheet with as much detail as ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.