The customer's opinion is the most valid measure of the quality of the organization's service. Responsibility for measuring and demonstrating continuous service improvement should be focused closer to the individual providing the service. Celebrate often and make the celebrations sincere and spontaneous-not simply the introduction for another productivity push. Celebrate those who consistently demonstrate improvement. Now we all speak the same language and have a common culture of excellence.
People come to work more excited about their jobs, knowing they have a real role in the show.
Most importantly, however, our customers, students, their parents, and the university community have noticed our transformation and have provided us positive feedback.