Professional Documents
Culture Documents
Scheme Summary
Complete an assessment against International Best Practice
This is done through a Service Excellence Gold Star
Approved Advisor
Identify the areas of strength & under performance
Agree Close the Gap action plan to move the under
performing areas to a minimum standard
External evaluation of your progress by an appointed
Validator
If minimum standard achieved then awarded:
Service Excellence Gold Star
Use the scheme to promote your business
6
PROCESS
Assessment
Close the
Gap
Improve
Accreditation
Half Day
Half Day
2 x Half Days
4 x 1 hr Coaching
Around 2 weeks
Up to 8 weeks
Around 2 weeks
10.00
10.10
10.30
11.00
11.45
12.30
13.00
13.45
14.30
15.00
15.30
15.45
Welcome on site
Site tour and introductions
Presentation by Management Team
Interview #1 with key person
Interview #2 with key person
Lunch
Interview #3 with key person
Document Review
Staff focus group (if appropriate)
Validator completes profile score
Validators presents findings
Planned Finish
12
Supporting Information
13
Your Answers
Are collected by shading in the appropriate number of squares on
the self assessment form
You can shade in nil or 1 square (indicating under performance,
or 5 squares indicating you are International Best Practice
14
Example Questions
Your Answer
2
3
4
We provide and encourage the climate for action for our staff to deliver our
customer services objectives.
We continually encourage all our staff for ideas on improving our product and/or
2a2
service offering to all our customers or service users.
We empower our staff to proactively deal with and resolve customer issues and
2a3
complaints.
2a1
2a6 Our staff have, and are continually trained, in the appropriate skills and
confidence to deliver customer service excellence.
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2) Limited progress
made
Answer Guide
5) Advanced in this
area
Measuring things
4) Normal practice
Doing things
16
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Constructing Your
Close the Gap Action Plan
With your Advisor: Identify all the shaded cells you have not covered, these are
your minimum
Examine other areas to see if there are improvements that you
decide are required
Design your Close the Gap action plan
Role Model status awarded when: All of the above, and also:
157 cells in total are covered
20
21
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Scheme Summary
Complete an assessment against European Better Practice
Benchmark
This is done through a Gold Star Service Excellence
Approved Advisor
Identify the areas of strength & under performance
Agree Close the Gap action plan to move the under
performing areas to a minimum standard
External evaluation of your progress by an appointed
Validator
If minimum standard achieved then awarded:
Gold Star Service Excellence
Use the scheme to promote your business
27
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