Henderson then re-stated the opportunityBuild your own innovative service processes by tapping into the collective creativity of your organization. This will distinguish you in the eyes of your customers and provide a competitive advantage. Henderson closed by holding up the Baldrige plaque and humbly stating This award was not our goalour goal was to get everyone involved in the innovation process and improve our customer relationships but it turned out to be one heck of a reward for our employees. Marcia asked you to review possible approaches for implementing a program to improve customer service in this manner. Since the Human Resource budget has constraints, however, your team will need to consider each suggestions likely impact. Options : Select and support one option in maximum 1 page response. 1. Establish a task force comprised of the eight idea people, along with one or more facilitators and note takers. Determine how these idea people come up with innovative ideas. Capture and distribute these approaches via training sessions. 2. Hire a customer relations consultant. 3. Create an opportunity for open-invitation meetings, and solicit employee input on how to accomplish this goal. Establish three communities one to generate ideas on how to improve the flow of employee ideas, a second to create a process for selecting good ideas and a third for determining how employees could be rewarded for contributing. 4. Develop a company training program to educate employees on the value of, and techniques for, creating, acquiring, and sharing knowledge and to provide examples of how a learning organization looks and behaves when operating efficiently. 5. Develop your own.
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