Question

1. what are some of the tools used by organizations to measure their service culture? pick 5 that you think are the most effective. Explain each in 1-2 sentences.

2. Does the business you work for (or worked for in the past) use any of those tools? Which ones? Are they effective at your work?

Answer 1

What is service culture:

1. Motivating employees in the organisation to have a client based approach, doing their regular day activities And work with full dedication

Some tools to measure Service culture:

1. Pulse checks:

Having a quarterly/ half yearly or yearly checkin with employees in form of a question set, reviewing then their response over the next period, measuring changes. This can generally be to review leadership, policies etc.

2. Goals Achievement:

Giving in a specific set of Time to employees as per their work, setting targets and then reviewing performance at the end of the specified period

3. Training Based:

Training employees on key tools and technologies as per requirement of their work and then testing their knowledge of the same in form of live tests

4. Self Assessment:

Mid yearly or yearly self assessment of employees to rate themselves as per their performance

5. Culture based dashboard:

Reviewing all the above in form of a dashboard and analysing employee performance

2. My organisation follows most of the above and they are quite successful. Let me share a few with you:

Pulse checks are done basically to check how the organisation is doing for the employees. We had a session in which it came out that work life balance was not up to the mark owing to which we got flexible working for home options for 2 times a week.

Goals Achievement are done at the start of the year to set your yearly targets and at the end of the year along with self assessment you do your goals assessments. Based on that your yearly performance gets evaluated