Making the most
of your
with Suzanne Burns
A Bespoke Plan
Tailored to your
Needs!
There’s a voice that keeps on calling me.
Down the road, that’s where I’ll always be. Every stop I make, I make a new friend.
Level 0
Chaotic-
Ad hoc
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Undocumented
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Unpredictable
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Minimal procedures
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Minimal processes
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Reliance on best intention and experience
0
Level 1
REACTIVE-
Compliant
-
Fight fires
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Initiate processes and procedures
-
Many priorities
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Inconsistent communication
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Inconsistent performance
1
Level 2
DEVELOPED-
Define Service levels & SOP’S
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Roles, responsibilities & accountability defined
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Implement training plans
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Adapt polices and procedures in line with values and culture
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Managers Initiate quality conversations
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Implement strategies to maximize performance
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Predict problems
-
Automate
2
Level 3
DRIVEN-
Implement nifty concepts to delight the customer
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Understand costs
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Action plans to increase profit
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Set quality goals
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Worthwhile conversations
-
Link metrics and deliver to business outcomes
3
Level 3
OUTSTANDING-
Implement nifty concepts to delight the customer
-
Understand costs
-
Action plans to increase profit
-
Set quality goals
-
Worthwhile conversations
-
Link metrics and deliver to business outcomes