A key element of a cost and service focused culture is ensuring people understand the impact of their decisions.
When people make decisions they tend to think about themselves and what they know. A consequence of this is that people often make decisions without knowing the real impact - especially the true cost of their decision. If you can show people the true cost of their activities this will improve their decision making and save money.
What you can do
When people make decisions they tend to think about themselves and what they know. A consequence of this is that people often make decisions without knowing the real impact - especially the true cost of their decision. If you can show people the true cost of their activities this will improve their decision making and save money.
What you can do
- Improve the understanding of performance – what it is, how it is measured and when you know you have achieved it. Celebrate good performance
- Show people the true cost of the process, what drives that cost and how they can affect it
- Undertake customer service training - not just for front line staff but for all staff to remind them that everyone is a customer whether external or internal to the organisation
