Making service culture sustainable and facilitating its adoption

Promoting the adoption of a service culture in the company has a direct impact on each actor in the chain.

The Académie du Service provides support for these changes through the deployment of tools to foster the management of service quality and service performance.

Service quality management

The majority of companies in which the Académie du Service intervenes have in a fist instance developed service-quality approaches. These approaches have allowed the consolidation of the service provided to the customer. Nevertheless, the goal is now to go further and focus on customer satisfaction.

The Académie du Service helps these companies to extend their Quality approach with service management and marketing approaches. It provides them with tools to:

• Control the risks associated with the service activity.
• Integrate the ISO 20 000 standard, which combines industrial and relational visions.
• Implement a service-performance dashboard.
• Expand its service-oriented continuous improvement process: incident and nonconformity management, complaint management…

Implementation of action plans

The transition towards services requires the selection and implementation of action plans per department/per manager. The challenge is then twofold. The goal is to remain connected with the current operational objectives for the organisation or individual whilst identifying operational objectives related to the deployment of the service culture/customer-oriented approach.

The service-oriented action plans for a manager thus encompass:

• The culture dissemination dimension (events, conferences, case studies).
• The deployment of rituals (components from RéférenCiel de service©).
• The choice of measurement indicator.

Communication strategy: supporting change

Service projects and satisfaction-based management often represent a profound cultural change. Internal communication then becomes an essential tool for change support.

The Académie du Service supports and provides the input for your internal communication:

• Organisation and running of events for large groups (100 to 400 persons), for the dissemination of the new service strategy. The Meeting Software© tool developed by Succeed Together, partner of the Académie du Service, allows improved dialogue between the participants, a more extensive production of comments and questions and automated processing of individual inputs thanks to real-time semantic analysis.

• Content dissemination. To stay informed about service trends and innovations, "The Service Letter" newsletter, distributed to over 10,000 company managers, is customised in your colours and made available to you. You can thus design and bring to life your own newsletter with the help of the Académie du Service: interviews, testimonials, benchmarks.

• Free expression on service: via the "Awaiting blog name" blog, which gathers and presents opinions on the service themes.

• Conference speakers: Awareness-raising or expert level, we regularly intervene in conferences organised by companies for their management or personnel. From 1 hour to 1 day, for small or large groups, the content is tailored to the professional context of the participants. An opportunity to understand the key principles and concepts of a service culture.