Six Simple Lessons
Lesson Content
Hold Six Simple 30-60 Minute DVD Led Lessons
Each lesson is designed to guide you with practical and easy steps for improving customer service, decreasing costs, improving productivity, enhancing quality, and increasing the level of accountable teamwork.
Lesson #1: Accountability Review and Continuous Improvement
- Using the web-based Team Accountability Assessment, measure your current level of team effectiveness relative to 10 factors associated with high performance
- Define and understand personal and team accountability
- Establish and implement criteria for effective teamwork
- Transform “victim” behavior into “accountable” action to improve performance and communication
Lesson #2: Clarifying Your Desired Outcomes
Workbook Sample;
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- Identify and agree on the expectations of your internal or external customers
- Clarify your “picture of success” related to improved customer satisfaction
- Specify the expectations of senior management for improving performance and achieving your annual goals
- Develop a “picture of success” related to accomplishing your team goals for the organization
- Commit to ways for improving communication and teamwork in order to achieve your “pictures of success”
Lesson #3: Assessing Your Strengths and Areas for Improvement
- Assess current levels of customer satisfaction and service creating a baseline measurement
- Develop actions for improving your role and effectiveness with customers
- Identify where efficiency, productivity, and effectiveness can be improved
- Take actions for improving efficiency, effectiveness, and reducing costs
Lesson #4: Developing Recovery Plans to Ensure Success and Sustain Results
- Review and track the actions committed to in previous lesson plans
- Develop “proactive recovery plans” to get back on track, should you get off-track in taking the actions necessary to achieve results
- Create a support plan for improving teamwork and moving to the next level of high performance
- Implement a “Lessons Learned” process for tracking successes and areas for change
Lesson #5: Taking Action to Sustain Results
- Lead effective team meetings to stay focused, resolve problems, and make decisions for improved success
- Surface and resolve obstacles to success through “think-tank” problem solving and collaboration
- Develop a communication plan to ensure that information is shared effectively between team members and outside of the team
Lesson #6: Acknowledging and Reporting Success
2nd Assessment &
Assessment Comparison
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- Compare and document results from pre and post Team Accountability Assessment
- Identify and reinforce new habits that resulted in higher levels of trust, communication, support and teamwork
- Document and report improvements in customer satisfaction
- Document and report improved productivity, efficiency, and reduced costs
- Summarize specific measurable results further clarifying your return on investment
- Create a communication plan to share your results with others to influence change and respect for your improvement efforts and results
