July 27, 2007

Joining the movement for service improvement

A leader has assessed the service culture of her workplace though tools such as surveys, interviews and focus groups, and she has begun planning for positive change in that culture through strategy design and the collection and interpretation of data. What’s next?

The MGH Service Improvement Department answered this question when it hosted the third installment of its MGH/MGPO Service Learning Series, entitled “Stage III – Enrollment” July 18. The forum, presented by Sandra St. Fleur of the Service Improvement Department, presented practical ways for managers, supervisors and department leaders to “enroll” their staff in service improvement initiatives. St. Fleur explained that it is up to employees’ managers to make a compelling case to motivate staff to take part in the improvement of their workplace’s service culture.

Crafting an enrollment statement, which she described as a “mini vision statement,” is an effective way to inspire staff toward change. An enrollment statement should include an expression of the current problem, a proposed resolution and a call to action. Citing proper tools, methods and processes for seeing the initiative through to completion is another key component of a good enrollment statement.

During the forum, participants were split into groups and presented with a service improvement scenario. Groups identified the facts and problems of the scenario and then translated this data into a question about culture change. They then developed a vision of a future state based on this question and identified an appropriate action plan.

Finally, they crafted an enrollment statement which included both a description of the problem and a vision for its resolution. Facilitators helped the groups through each step.

The MGH Service Improvement Department offers comprehensive booklets, known as “toolkits,” describing these and other helpful service improvement methods available to all managers. The next Service Learning Series will be held Sept. 19 from 9 to 10:30 am at the Holiday Inn Select. For more information about the series or to obtain a toolkit, contact Cindy Sprogis at csprogis@partners.org or (617) 726-1030.