Premium
Morrison healthcare food services finds the key ingredients in operational excellence and great customer service
Author(s) -
Seidl Andrea
Publication year - 2007
Publication title -
global business and organizational excellence
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.227
H-Index - 16
eISSN - 1932-2062
pISSN - 1932-2054
DOI - 10.1002/joe.20182
Subject(s) - excellence , business , service (business) , operational excellence , marketing , customer service , pride , key (lock) , process management , computer science , computer security , political science , law
Although its new initiative had met three‐year goals for customer service and operating excellence in just two years, MHFS discovered it had uneven acceptance and implementation in the field. By making associate engagement, pride, and empowerment part of the new customer service strategy, MHFS is finally getting the results it wants. The organization appropriated talent and tools from other industries, got some outside help, and leveraged a powerful grass‐roots program to make customer service relevant, compelling, and actionable for its mostly hourly field associates in 450 facilities. This article is printed by permission of Morrison Management Services. © 2007 Morrison Management Services.