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www.servicedeskinstitute.com
Inspiring service desks to be brilliant
Creating A Vision For Your Service Desk David Wright – October 2014
www.servicedeskinstitute.com
Inspiring service desks to be brilliant
Introduction
David Wright, Service Desk Institute@sdi_institute @dai_wright
www.servicedeskinstitute.com
Inspiring service desks to be brilliant
Why?
You care about your customers, your people and the experience you deliver as part of your service.
You want to highlight your commitment to service excellence, your dedication to best practice and understand where best to invest in service improvement opportunities.
In short, you want to be brilliant and so do we.
Because..
www.servicedeskinstitute.com
Inspiring service desks to be brilliant
Mission
To inspire service desks to be brilliant
www.servicedeskinstitute.com
Inspiring service desks to be brilliant
Vision
To achieve our mission, we inspire service desks to..
Shine: by demonstrating and delivering exceptional business value
Embrace: best practice to raise the quality of service delivery
Engage: with customers to create an inspiring and engaging service experience
Invest: in and empower their teams to be inspired, take action and be better
www.servicedeskinstitute.com
Inspiring service desks to be brilliant
Philosophy
To support our vision our philosophy is to..
Surprise | Delight | Inspire
For our customers, each other and the community
www.servicedeskinstitute.com
Inspiring service desks to be brilliant
Scene Setting
Happy customers are those who know what to expect from you..
www.servicedeskinstitute.com
Inspiring service desks to be brilliant
Scene Setting
What you can defineyou can control..
What you can control you can measure..
What you can measure you can improve..
www.servicedeskinstitute.com
Inspiring service desks to be brilliant
Fulfilment of human needs
Maslow’s Hierarchy of Needs..
Psychological health predicated on fulfilling innate human needs in priority, culminating in self-actualization
Abraham Harold #Maslow (1908 – 1970) Psychologist
Theory expressed in 1954 book Motivation and Personality
www.servicedeskinstitute.com
Inspiring service desks to be brilliant
Needs of the led
Creating understanding..
www.servicedeskinstitute.com
Inspiring service desks to be brilliant
What’s what?
A Mission statement defines purpose and primary objectives
A Vision statement defines purpose goals and aspirations
www.servicedeskinstitute.com
Inspiring service desks to be brilliant
Who’s who?
To create a better everyday life for the many people
Our vision is put into action through programs and a focus on environmental stewardship, activities to benefit society, and a commitment to build shareholder value by making XXXX a truly sustainable company
To be earth's most customer centric company where customers can find and discover anything they might want to buy online at the lowest possible prices
A just world without poverty
We seek to save a planet, a world of life. Reconciling the needs of human beings and the needs of others that share the Earth
Our vision is to contribute to creating happy and fulfilling lives which are also sustainable
www.servicedeskinstitute.com
Inspiring service desks to be brilliant
Who’s who?
To create a better everyday life for the many people - Ikea
Our vision is put into action through programs and a focus on environmental stewardship, activities to benefit society, and a commitment to build shareholder value by making XXXX a truly sustainable company
To be earth's most customer centric company where customers can find and discover anything they might want to buy online at the lowest possible prices
A just world without poverty
We seek to save a planet, a world of life. Reconciling the needs of human beings and the needs of others that share the Earth
Our vision is to contribute to creating happy and fulfilling lives which are also sustainable
www.servicedeskinstitute.com
Inspiring service desks to be brilliant
Who’s who?
To create a better everyday life for the many people - Ikea
Our vision is put into action through programs and a focus on environmental stewardship, activities to benefit society, and a commitment to build shareholder value by making XXXX a truly sustainable company
To be earth's most customer centric company where customers can find and discover anything they might want to buy online at the lowest possible prices
A just world without poverty
We seek to save a planet, a world of life. Reconciling the needs of human beings and the needs of others that share the Earth
Our vision is to contribute to creating happy and fulfilling lives which are also sustainable - Virgin Group
www.servicedeskinstitute.com
Inspiring service desks to be brilliant
Who’s who?
To create a better everyday life for the many people - Ikea
Our vision is put into action through programs and a focus on environmental stewardship, activities to benefit society, and a commitment to build shareholder value by making PepsiCo a truly sustainable company - Pepsi
To be earth's most customer centric company where customers can find and discover anything they might want to buy online at the lowest possible prices
A just world without poverty
We seek to save a planet, a world of life. Reconciling the needs of human beings and the needs of others that share the Earth
Our vision is to contribute to creating happy and fulfilling lives which are also sustainable - Virgin Group
www.servicedeskinstitute.com
Inspiring service desks to be brilliant
Who’s who?
To create a better everyday life for the many people - Ikea
Our vision is put into action through programs and a focus on environmental stewardship, activities to benefit society, and a commitment to build shareholder value by making PepsiCo a truly sustainable company - Pepsi
To be earth's most customer centric company where customers can find and discover anything they might want to buy online at the lowest possible prices - Amazon
A just world without poverty
We seek to save a planet, a world of life. Reconciling the needs of human beings and the needs of others that share the Earth
Our vision is to contribute to creating happy and fulfilling lives which are also sustainable - Virgin Group
www.servicedeskinstitute.com
Inspiring service desks to be brilliant
Who’s who?
To create a better everyday life for the many people - Ikea
Our vision is put into action through programs and a focus on environmental stewardship, activities to benefit society, and a commitment to build shareholder value by making PepsiCo a truly sustainable company - Pepsi
To be earth's most customer centric company where customers can find and discover anything they might want to buy online at the lowest possible prices - Amazon
A just world without poverty
We seek to save a planet, a world of life. Reconciling the needs of human beings and the needs of others that share the Earth – World Wildlife Fund
Our vision is to contribute to creating happy and fulfilling lives which are also sustainable - Virgin Group
www.servicedeskinstitute.com
Inspiring service desks to be brilliant
Who’s who?
To create a better everyday life for the many people - Ikea
Our vision is put into action through programs and a focus on environmental stewardship, activities to benefit society, and a commitment to build shareholder value by making PepsiCo a truly sustainable company - Pepsi
To be earth's most customer centric company where customers can find and discover anything they might want to buy online at the lowest possible prices - Amazon
A just world without poverty - Oxfam
We seek to save a planet, a world of life. Reconciling the needs of human beings and the needs of others that share the Earth – World Wildlife Fund
Our vision is to contribute to creating happy and fulfilling lives which are also sustainable - Virgin Group
www.servicedeskinstitute.com
Inspiring service desks to be brilliant
How to?
Start with why, the winning Idea..
Clarify Your Goal..
The Mission Statement…
The Vision Statement..
Find the human value in your work..
Distil into values..
Combine your Mission and Values..
www.servicedeskinstitute.com
Inspiring service desks to be brilliant
Example?
Natural and Fresh..
Freshness and Customer Satisfaction..
The Mission Statement…
The Vision Statement.. Engage customer and employee..
Values, freshness, healthy, tasty, local..
Combine your Mission and Values..
‘To make our customers love us by offering them the freshest products using naturally sourced ingredients’
‘We nurture and encourage families, to live happier, healthier and more fulfilled lives; by providing the freshest, tastiest, and most nutritious local produce’
www.servicedeskinstitute.com
Inspiring service desks to be brilliant
Its in the culture?
Create in collaboration…
Share it and shout about it…
Live and breath it..
Measure how well people are doing..
Recognise and reward the right behaviour..
New starters..
Review periodically..
www.servicedeskinstitute.com
Inspiring service desks to be brilliant
Benefits?
Provide direction…
Provide a focal point for all stakeholders…
Achieve clarity internally and externally…
Resolve divergent views amongst the work force…
Promote a sense of shared expectations…
Project a sense of worth and intent…
Project a worthy, organized and motivated organisation…
Achieve higher organisational performance…
Achieve synergy for all staff…Provide a basis for all other strategic planning
www.servicedeskinstitute.com
Inspiring service desks to be brilliant
Thank you
Questions…
A vision is not just a picture of what could be; its an appeal to our better selves, a call to become something more. Rosabeth Moss Kanter
#Surprise #Delight # Inspire
