The
TMI Method
The
TMI Method
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 The
single most important difference between organizations
with similar products and services is the personal
service that is given. It is easy to define what
employees must do to provide good service -- both
internal and external. The more difficult task is to
build an effective service culture that supports the
delivery of excellent service. Many organizations find
that the greatest difficulties in providing good service
are overcoming the obstacles and barriers inside the
organization. Developing a
strong service culture involves all individuals in the
organization, not just the front line employees. And,
extraordinary customer service is not the result of
teaching service strategies -- it begins from the
motivation of the individual providing that service.
Successful organizations are finding that to put
customers first, they must put their people first.TMI offers
more than a standard training package. TMI offers a
comprehensive process, from planning to implementation,
designed around your organization's goals and objectives.
The process includes six stages to create lasting change.
Each stage varies in time requirements, depending on the
organization's needs. The
process begins by identifying problems and issues from
both the customer's and organization's perspective.
Assessment tools such as "Indicators of
Excellence" and the "Quality Culture
Audit" are used within the organization. The survey
"How Are We Doing?" is designed to solicit
quick and accurate information from the customer. Other
tailored tools are used as appropriate. Gathered data
helps clarify key issues and concerns and is used in the
leadership and commitment workshop later in the process.
Organizations often set up steering committees at this
step, and TMI facilitates meetings to identify issues and
to clarify next steps or implementation concerns.  Understanding
your organization's business and existing culture is
critical to customizing TMI's programs and services. What
practices are already in existence? What are the
day-to-day issues your people are faced with? Utilizing
the information from a range of assessment tools,
analyses and interviews, TMI recommends a course of
action to complement existing initiatives. Further work
with steering or implementation teams is carried out as
needed.  The
key to a successful series of activities and programs
lies in the commitment of the organization and the
leadership of the management team. The activities in the
workshop look first at the criteria and attributes for
successful market-driven organizations. Assessments are
used to review the personal leadership traits of the
individual and the organization. The workshop continues
with a review of the organizational change process,
individuals' roles for creating success with ongoing
programs and activities, and a comprehensive review of
the "Indicators of Excellence" organization
survey (or other available assessments). This workshop is
provided as a one- or two-day session for key executives
and managers throughout the organization.  High-profile
and high-energy programs for everyone in the organization
are carried out to execute the identified standards of
service and engender a common sense of purpose toward
developing a more effective service culture. This
memorable and dynamic program -- Putting People
First -- provides a
powerful focus on the individual both on and off the job.
It motivates individuals to commit to the changes
required to ensure desired results. These two-day
programs are attended by all employees in the
organization in large groups. Employees and managers are
mixed diagonally from different teams, departments and
varying levels of responsibility.  Follow-up
and ongoing steps are essential to ensure that intentions
and activities turn into results. These steps are the
organization's key to long-term action by both employees
and managers. Managers and team leaders are involved in
coaching sessions to learn ways to facilitate structured
exercises in the workplace. Over 20 mini workshop
sessions are designed to maintain the momentum created
from the organization-wide program. TMI also offers
continuing assistance with project teams to implement
action plans throughout the organization.  Ensuring
success from an organization or department initiative is
paramount. TMI conduct workshops and provides ongoing
consulting as required to address the following
questions: What worked well? What are people doing
differently? Are there any remaining barriers to success?
And, most importantly, how will you sustain success
beyond training? The consulting activities at this stage
are customized for specific situations and include
additional TMI services such as assessments, training
programs, implementation tools, or variety of other
activities. |
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TMI,US |