Embedding

manageralistpoetry:

Embedding service excellence

Across the organisation

Will require changes

In attitudes and thinking

As much as in process,

Policy,

Procedures

Or structures.


In order to bring about the necessary step change,

BU will need to look externally

And draw on current thinking

And best practice in service excellence

As well as

On customer service principles,

From academia,

Professional bodies

And other organisations

And apply them within BU’s context.

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