Customer
Spotlight
Customer
Spotlight
 Chevron Services Company Business Products and Services |
| The Business Products
& Services (BP&S) division of Chevron Services
Company serves all Chevron Corporation companies from
four centers in the San Francisco Bay Area and Houston.
Faced with the challenge of growing competition and the
need to be more customer-focused, BP&S responded to a
corporate strategy to "Build a Committed Team."Kathi
Carter, General Manager of BP&S, recognized that
BP&S employees needed to feel that they added value
to their customers' business. This in turn would help
build employee confidence, morale and commitment.
"In order for BP&S to be successful and to put
our customers first, we needed to put our people
first."TMI was
selected to help BP&S create a culture that inspired
employee confidence, commitment and unequaled service.
TMI's Putting
People First program
was delivered to all 500 employees to provide new
insights into gaining the competitive advantage, the
value of diversity, effective communications and
empowerment.Following
the introduction of the Putting People First
course, TMI USA was then asked to deliver A Complaint is a
Gift training to all
BP&S employees. RESULTS: An employee survey conducted before and after the Putting People First program reflected employee satisfaction within BP&S had increased by 11% six months after the training. Specific gains were made in employees' trust of management and peer respect. From the perspective of one BP&S customer: "There has been a distinct positive difference in the level of service I receive from BP&S employees." To ensure
long-lasting results, BP&S is implementing a
follow-up to the Putting People First program with
their own PPF coaches who facilitate a series of ongoing
training and discussion sessions for all work groups. As
a measure to integrate program principles into daily
behaviors, a peer recognition program has been initiated
and customer focus has been built into employee
performance measurements.Lloyd
Elkins, president of Chevron Services Co., commented,
"This was one of the best training programs I have
attended at Chevron ... I recommend it highly for other
organizations looking to build employee commitment and to
change their culture." |
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