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Service Culture

Leaders Communications Kit


Program goal
Establish a sustainable Service
Culture that provides direction
and integrates all GSC MX
efforts and activities to achieve
our strategic intent of increasing
employee engagement, creating
superior customers value, and
profitable grow.

Service Culture: its not a destination. Its forever


changing and evolving, an organic phenomenon in
which all the people, practices, and processes can
drive performance even higher, reaching for and
achieving ever higher potential.

Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 2
Service culture program
Why What How
12 building blocks. Is all about
A Service Culture provides having the right alignment Leadership Alignment
direction and integrates among the already existing
all GSC MX efforts and systems and processes in the
activities to achieve our organization.
Culture Committee
strategic intent of creating
superior customers value,
employee engagement Building Blocks
and profitable grow. Assessment

21 Service Initiatives
7 In progress

Service Education
Leadership

We take pride in delivering the best service at the best cost; we know the goals and
behaviors that generate customer value and we make customers needs and wants our
top priority.
Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 3
What is in it for
me
Positive work environment
People work better in a culture
that is helping each other to
succeed
Job satisfaction that translates in
better performance and
retention of good staff
Personal and Professional Grow
- Company Loyalty
Lets make service Happen

Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 4
SERVICE CULTURE AIMS
CUSTOMERS
Providing consistent superior service experience
Reduce number of escalations and incidents.
Exceed customer expectations
Issues are handled with professionalism

COLLEAGUES
Collaboration We support each other to do our job
Trust We relay on each other to deliver a service excellence
Partnership Together we create a better experience for external customers
Create value and support the success of each other

ORGANIZATION
A service culture is hard for the competition to replicate
Keep existing customers, attract other customers, repeat business & referrals
Increase business efficiencies and higher margins
Attract and retain people with heart of service

Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 5
achievements
Define our Service Culture Framework
Our framework consists of 14 Building Blocks
Establish a Service Culture Committee
Our Committee has representatives from each organization
Do a Situational Analysis
Analysis was done to identify gaps from our actual situation and
desire goal.
Define Service Initiatives
21 Initiatives have been defined to close gaps from the analysis.
Create a Service Handbook
First version of the handbook has been crated, it will be released
soon.

Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 6
OUR journey so far.
First wave of education sessions for Service Excellence are
Service Education planned by September

Seminars to start internalizing our Purpose are ready. They


Our Purpose & QS will be delivered by August as part of the Service Handbook
Presentation.

Common Service Lexicon is ready with our common service words. Selection of
the Theme is in progress, communications and promotion
Language
plan is on going.

The way we select candidates is being reviewed to secure


Recruitment the value of this critical initiative, a new plan is on its way.

Special assignment for Leadership has been started; this


Leadership will enable us to transform our Leaders in GSC MX.

For more information read Service Culture Article


Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 7
Next steps
Service initiatives execution across GSC MX

Lets Make Service Happen Web Chats


Every two weeks with a new topic of Service Culture
Next web chat (August 25th) about Service Culture Handbook

Handbook Presentation to GSC MX organization

Our Purpose and Quality Standards seminars.


Seminars will be delivered to whole GSC MX.

Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 8
What we need
from you!

Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 9
The service culture album
Meet with your team and communicate what Service
Culture is about and its importance for GSC Mexico. We
have until August 31st to complete our album and engage
your team in service culture.
NOTE: If you need support during the meeting you can contact
Jorge Alberto Vallejo

Take a picture (Group Selfie) with your team after the


meeting.

Send your picture to GSC MX Internal Communications or


via WhatsApp to 5554167153 with three key comments of
the session.
Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 10
The service culture album
The Service Culture
After receiving the group Album
selfie, Internal
Communications will
place the picture at the
Service Culture Album.
Service Culture Committee
The first five Leaders that
send the picture will
receive a special gift.

Lets be part of this Activity!!!

Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 11
Supporting material
Full list of Service Initiatives

Service Initiatives

Videos
Why Service Culture? (3 minutes video)
GSC MX SDU Heads talk about Service Culture (13:43 minutes video)
Steve Nylunds Video Blog April (Focused on Service Culture)
Intranet article:
Service Culture | Not just nice to have-- must have.
Service Culture EriColl page

Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 12
Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 13
Service culture framework
Service
Communication Stream 1 Stream 2 Stream 3 Communications

Purpose/Quality Service Recovery and LEAD


Service Role Models
Service Leadership Standards guarantees* (Leadership
Development Program)

Service staff Voice of the


Common Service
recruitment / Talent Customer / Regions
Language
Recruitment Satisfaction Survey

New staff orientation / Service Measurements


New Graduates and metrics / Quality
Service Benchmarking
Program and Framework Quality
Employee Onboarding KPIs

Service Improvement Competence


Service recognition
Service Education Service Process / Lean Six
Communications
and rewards / Talent
Sigma & Innovation Development Plans
Rewards
Engine Assessments

12 BULDING BLOCKS New component


GSC MX already existing component
Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 14
Our
Wanted Positions
Every employee lives our Service Vision and
Quality Standards; employees and stakeholders
Our Purpose clearly know how to contribute and put them in to
action as part of their day to day activities.
A common language that is easy to understand at
Common all levels of the organization. Employees use it
every day with customers and suppliers,
Service
increasing collaboration, feeling empowered,
Language united and confident in its use, leading to clear
communication and superior service experience.

We continuously educate our people to think and


Service act to maximize value for our customers in every
Education service delivery.

Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 15
Our
Wanted Positions
Our leaders understand and live our service
Service culture, enabling and empowering our people to
Leadership deliver maximum value for our customers.

We continuously and structurally capture our


Voice of the customer's voice and understand what is value for
them, so we define effective actions that uplift our
Customer service and create a superior customer
experience.

Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 16
Our
Wanted Positions
All our communication actions create information
that flows vibrantly across innovative
Service communication channels, connecting the minds of
Communications employees and stakeholders in real time by
generating an atmosphere of inspiration and
unifying goals to uplift our services.

We have specialized Service Benchmarking


capabilities that brings insights in different
Services perspectives from our organization, industry and
Benchmarking beyond; leveraging our entire workforce to
capture, translate and implement best practices in
our ways of working to deliver superior service
experience.

Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 17
Our
Wanted Positions
You + Ericsson a Powerful combination. We have
an exceptional Recruitment Program that attracts
Service and selects the best talent in the industry that
Recruitment lives our Ericsson values in a truly global and
people oriented company with a strong Service
Culture.

We have Role Models breathing Ericsson values,


Service Role passionate for Services; inspiring and mobilizing
Modelling teams through words and actions that energize
others to deliver uplifted services.

Our New Staff Orientation Program grounds Ericssons


Service New Service Culture, values and passion to talented
Staff newcomers maximizing their potential to guarantee
unbelievable service for our customers through highest
Orientation standards!!!.
Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 18
Our
Wanted Positions
We have a Rewards and Recognition Program that
praises the outstanding contribution of employees and
Service Service culture behaviors making all feel appreciated
Recognitions and proud to belong to Ericsson. This program inspires
our employees to achieve excellence in their jobs while
& Rewards promoting a robust Service Culture"

Our people effectively connects voice of the customer,


Service internal and external insights, measurements and
Improvement metrics, issues and learning into innovative service
improvement actions that create value for our customer
Process
and elevate their service experience"

We have a system in place to measure, watch and


Service understand what is value for our customers; this allow
Measures and us to act proactively on any deviation, positively
Metrics surprising them and winning their loyalty.
Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 19
Our
Wanted Positions
Service GSC MX is recognized as a customer oriented
organization that guarantees the promised levels of
Recovery and service and immediately acts upon any delivery issue,
Guarantees recovering the service and the customers loyalty as a
genuine business partner.

Service Culture Communications Kit | Ericsson Internal | TAM-16:004264 Uen, Rev PA2 | 2016-08-30 | Page 20