Why needed

An Operating Standards Manual covers all aspects of successfully running any part of any organisation that has procedures or customers.
It will help you maximise profitability and growth by running your departments and organisation effectively. It will help you create and achieve customer satisfaction throughout a customer’s journey with your organisation.

The standards will help your staff deliver business success by making sure that the systems and processes are in place to maximise customer service and customer satisfaction. By achieving these two goals you will increase the probability of customer loyalty and retention, which in turn leads to continued success.

The standards:

• Highlight and summarise the minimum levels of performance expected
• State the required behaviours expected from your staff
• Define the key processes during a customer’s journey
• Describe the main activities a branch needs to carry out

The objectives of the standards are:

• To establish a Service Excellence culture
• Guarantee customers a consistently high level of service from all staff members
• Increase customer loyalty and retention
• Constantly seek innovative methods and techniques to improve our levels of standards and service to our customers

What is delivered?

• The production of an Operating Standards Manual for your organisation
  • This can be at a team, department or company level
     
• Provide standards at two levels:
  • Operational
  • Emotional
     
• Implementation plan:
  • Measurement systems
  • Corrective actions
  • Development plans