Service Standards/Care Promises Charter
1. Mission Statement
“In consultation with a broad consensus of staff and management, develop a custom set of service standards and/or Care Promises to be used in hiring, service training, and performance reviews.”
2. Responsibilities
For the next nine months, this OASIS Team is responsible for and has the authority to plan, coordinate, and communicate strategies necessary to implement the assigned projects, including but not limited to:
q Customize and update this charter to clarify and confirm our responsibilities and assignments.
q Obtain the Service Excellence Council’s direction and approval of our charter and Project Plans.
q Gather and consider utilizing other organizations “Best Practices”.
m CLS Tool Kits – Systems Management Center Website
m Other industry contacts and resources
m Complete the team’s OASIS Projects for education and/or roll-out in four phases:
m During the Service Excellence Workshop (1-3 months deadline)
m At the Service Summit #I (3 month deadline)
m During the DO IT meetings (6-9 month deadline)
m At the Service Summit #II (9 month deadline)
m Determine our own set of success metrics, deliverables and/or end-results as approved by the Service Excellence Council.
m Utilizes our authority from administration via our OASIS Liaison.
q Obtain any budget, policy, or procedure approval through either:
· The appropriate department Director/Administrator, and/or
· Our OASIS Liaison
q Identify and involve someone, a department or a special committee as Process Owner to ensure successful implementation and maintenance of the project to hardwire into the culture.
q Keep your OASIS Liaison informed, involved, and in support of the team’s work.
q Others?
The Service Standards/Care Promises Implementation Charter (cont’d)
3. Service Standards/Care Promises Project
1. Service Standards/Care Promises
Example Success Metric:
Needs to be a draft proposed Service Standards/Care Promises in place by Service Summit #I. There must be a consultative process involving at least 20% of the staff (preferably all of them) within 3 months of Service Summit #I to gain a buy-in with the recommended service standards in place by Service Summit #II. The Standard Operating Procedure on Service Standards must include a process for new job applicants signing acceptance of them prior to completing a job application. It may be used for performance review for everyone and it may be integrated into awards and recognition.
4. Meeting Effectiveness
Most OASIS teams meet at least every 2 weeks, depending upon their scope of work. Ensure meetings are conducted in a timely and effective manner through the use of:
q Code of Conduct
q Agendas
q Minutes
q Meeting Evaluations
q Peer Evaluation
5. Communication Plan
The goal is to keep everyone informed with your progress and project plans via:
q Monthly OASIS Synergy Meetings
q Regular Agenda Items on:
m Administrator Meetings
m Leadership Meetings
m Service Excellence Council Meetings
q Service Excellence Training
q Internal Newsletters and Press Releases
q Service Summit #I and #II
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Y:\Workbooks\SEI\Master Originals\6_Resources\Charters\4_Service_Standards_CarePromises_Charter.doc 6/12/09