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SESSION 4 <br /> CUSTOMER SERVICE/ EFFECTIVE TEAMS <br /> I. Definition - Creating an organizational culture committed to the <br /> continuous improvement of skills, teamwork, processes , product and <br /> service quality, and customer satisfaction <br /> II. Who in the organization is involved with continuous improvement <br /> A. All employees <br /> B . Customers - external and internal <br /> C . Vendors/suppliers of materials and equipment <br /> III. Define Customer Driven Organization <br /> A. External customers <br /> B . Internal customers <br /> C. Customer satisfaction <br /> IV. Four Principles of Continuous Improvement <br /> A. Do it right the first time <br /> B. Be customer centered <br /> C . Make continuous improvement a way of life <br /> D . Build teamwork and empowerment <br /> VI. Team Concept <br /> A. Management led - Traditional <br /> B . Employee led - Projects <br /> C . Member roles <br /> 1 . Team leader - Responsible for meeting objectives <br /> 2 . Facilitator - Lead meetings <br /> 3 . Recorder - Keeps minutes of meetings ; record keeping <br /> 4 . Member - Each with specific expertise <br /> VII. Characteristics of Effective Teams <br /> A. Openness <br /> B . Leadership without domination <br /> C. Cooperation and comfortable atmosphere <br /> D . Participation and Commitment <br /> E . Understood and accepted goals <br /> F. Planned assessment of progress <br /> G. Open debate and discussion of issues <br /> H. A win-win approach to conflict <br /> I. Stability <br /> Indian River Community College <br /> Business & Professional Development Center <br />