Build a Culture of Service Excellence for Sustained Results in a School System #Webinar

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When we work with school district partners, we focus on building a culture of service excellence by defining what service looks like for students, for their parents, and for employees. While “customer service” is rarely associated with schools, a focus on exceptional service to internal and external customers actually translates to a great reputation in the community, complimentary recommendations from those interacting with the system, and loyalty from employees. Building a culture of service excellence is critical for sustained results in a school system.

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There is great value in having employees, parents, and community members whose perceptions of the excellent service they receive make them proud to be associated with the district, quick to recommend the district and the schools to others, and most importantly, able to support and defend the district at all times. Check out some of WRIE‘s previous posts about Service Excellence to see how some districts are engaging to build a culture of service excellence:

Service Excellence: Always Behaviors That Increase Performance Metrics

Evidence-Based Leadership and Service Excellence Results

Committed to Service Excellence in Oklahoma City Public Schools

Join Dr. Janet Pilcher, Senior Executive Leader of Studer Education, for a 30-minute webinar to learn more about her work with school systems across the country focused on building a culture of service excellence.

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How Districts Achieve Outstanding Results Webinar is November 5, 2014,
at 10:00 a.m. CST (9:00 a.m. MST). Register by emailing Ryan at Ryan.Hess@StuderEducation.com or calling him at 251-422-4888.

Our mission at Studer Education is to help education systems achieve measurable results that produce positive outcomes in student achievement, employee engagement, support services, and financial efficiencies and productivity. Our goal is to help school systems provide students with a great place to learn, teachers with a great place to teach, and parents with confidence that their children are getting a great education. Follow us on Twitter at @StuderEducation and visit us online at http://studereducation.com. Studer Education is a division of Studer Group, ranked for the seventh straight year on the Best Small and Medium Workplaces by Great Place to Work® and a recipient of the 2010 Malcolm Baldrige National Quality Award.

Why Should I Care? The Power of Identification

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The power of identification is often the jumping off point for individuals on their way to achieving great results. As educators, we might argue that without the power of identification nothing can be accomplished. Renowned educator Rita Pierson conveyed this in a TedTalk suggesting that kids do not learn from individuals they don’t like (watch video here). The power of identification allows us to say, “yes, I think like that,” or “yes, I felt like that,” or “yes, that happened to me… so if this works for you, then maybe it can work for me too.”

So how can educators and leaders use the power of identification when working with students, staff, and colleagues? Translate its meaning to focus on the “Why” in training, professional development, and coursework. For example, focus on “why” in the curriculum or conversation and through storytelling:

This is why you should care (as a teacher, leader, professor, doctor, or nurse) personally

This is how and why you make a difference in people’s (students, colleagues, parents, patient’s, patient’s family) educational or healthcare experience…

Related to the student achievement / clinical / administrative outcome(s) you want of __________, this is why…

As educators and leaders, it’s exciting to think about the possibility of win-win-win when always behaviors, curriculum and training is communicated via “why.” It’s personal because we chose education to make a difference in the lives of others and in our communities. The same holds for colleagues in healthcare; their “why” is knowing that patient perception of care and patient experience is about saving lives and delivering safe healthcare.

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Our mission at Studer Education is to help education systems achieve measurable results that produce positive outcomes in student achievement, employee engagement, support services, and financial efficiencies and productivity. Our goal is to help school systems provide students with a great place to learn, teachers with a great place to teach, and parents with confidence that their children are getting a great education. Follow us on Twitter at @StuderEducation and visit us online at http://studereducation.com. Studer Education is a division of Studer Group, ranked for the seventh straight year on the Best Small and Medium Workplaces by Great Place to Work® and a recipient of the 2010 Malcolm Baldrige National Quality Award.

 

Destination High Performance: Improve Execution and Achieve Outcomes

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Evidence-Based Leadership provides an operational framework to improve execution and achieve outcomes. Leaders in organizations and school systems apply the framework to ensure alignment of goals, behaviors, and processes; to improve employee engagement; and to introduce a system of accountability across pillar measures (i.e., Quality, Service, People, Finance, Safety).

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When the Evidence-Based Leadership framework is implemented, a school system and its leadership team find a dynamic way to respond to the district’s unique challenges. For example, if your district is challenged with teacher turnover or not attracting the best candidates for your leadership pool, the framework provides guidance for the process of establishing smart goals, measures, and strategic actions, and of continuous improvement.

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The framework’s Execution Flywheel™ (above) serves to drive performance to reach excellence—destination high performance! The hub of the Flywheel centers on “principles, pillar results, and passion.” When district and school leaders help teachers and staff reconnect to their passion to do worthwhile work, they are inspired to put in place the principles that turn the flywheel faster and faster until it gains momentum that is unstoppable in improving execution and achieving outcomes.

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In order to produce evidence-based results, we use the Evidence-Based Leadership Framework and the continuous improvement (Flywheel) process to work with district leaders to build an evaluation process that is transparent to all stakeholder groups. The ultimate goal is to produce a best place to work environment, and improve student learning and parent satisfaction.

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Save the date for our next leadership institute, Destination High Performance, in Orlando, FL, February 9-10, 2015. Contact Dr. Karen (KK) Owen at Karen.Owen@StuderEducation.com for more information and to pre-register for its webinar.

Our mission at Studer Education is to help education systems achieve measurable results that produce positive outcomes in student achievement, employee engagement, support services, and financial efficiencies and productivity. Our goal is to help school systems provide students with a great place to learn, teachers with a great place to teach, and parents with confidence that their children are getting a great education. Follow us on Twitter at @StuderEducation and visit us online at http://studereducation.com. Studer Education is a division of Studer Group, ranked for the seventh straight year on the Best Small and Medium Workplaces by Great Place to Work® and a recipient of the 2010 Malcolm Baldrige National Quality Award.

 

“Next Phase” of @StuderGroup: Change in Location, Not Purpose

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Our Quick Reads this week focused on purpose, worthwhile work, and making a difference. These are at the heart of Studer Group’s Healthcare Flywheel™ and its people.

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In today’s post purpose, worthwhile work, and making a difference serve as a jumping off point for what Founder Quint Studer called the company’s “next phase” in an email to colleagues. In the email he shared a brief history of the space transitions since 2000; and, as important, reminded colleagues how “very good” Harbor Town has been to Studer Group. One colleague responded,

I’ve worked out of Harbor Town for 11.5 years. I’ve never even lived in a house that long. Many wonderful memories occurred in that space… Truly Blessed!

And so it is, a time of transition for Studer Group and for its Education Division, who will join its Harbor Town family on Monday in downtown Pensacola at the newly constructed Maritime Place. Enjoy these photos via The Pensacola News Journal.

PNJ1PNJ3The space is a lot different than our 2000 digs which housed 3 employees and included, as described by Quint, furniture bought and put together on site and about 500 square feet. What will not be different is the passion in the Studer Group employees—to have purpose, do worthwhile work, and make a difference—to make great places to work in healthcare and education.

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Photo credit The Pensacola News Journal. Accessed here.

Our mission at Studer Education is to help education systems achieve measurable results that produce positive outcomes in student achievement, employee engagement, support services, and financial efficiencies and productivity. Our goal is to help school systems provide students with a great place to learn, teachers with a great place to teach, and parents with confidence that their children are getting a great education. Follow us on Twitter at @StuderEducation and visit us online at http://studereducation.com. Studer Education is a division of Studer Group, ranked for the seventh straight year on the Best Small and Medium Workplaces by Great Place to Work® and a recipient of the 2010 Malcolm Baldrige National Quality Award.

 

Five Quick Reads for the Week: Focus on #Purpose

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This week’s Quick Reads focus on purpose, worthwhile work, and making a difference.

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“When we get on with the work we’re passionate about–the work that makes a meaningful impact in people’s lives–everyone wins.” That is The Difference Between a Job and a Calling, so titled, in this post from Inc.

Reward and recognition is not only the right thing to do, it improves employee engagement and satisfaction. Remember, behaviors that are recognized get repeated. Check out “6 Unusual and Powerful Ways to Show Gratitude” from Inc.

Remember the Market Basket employee boycott supported by “the vast majority” of its employees? Why? To restore their CEO…

Arthur T. To the helm and [bring] his vision and values back to the company. There’s a simple recipe for success in Arthur T’s leadership at Market Basket: leading with the heart, as well as the head.

More in this Forbes post …The Value of Head and Heart.

Nourishing Lives” is the tagline from this Leaders Online interview with Kendall J. Powell, Chairman and CEO of General Mills. “What makes this company so special? It starts with a very strong commitment to people…

A couple years ago, The New York Times included an interview with Kevin Liles, Founder and CEO of KWL Enterprises; check out the timeless message shared in “Mistakes are O.K., but Never, Ever Lose Your Passion.”

Quick Reads offers us an opportunity to share some of what we’re reading each week. Let us know how you connect with the articles and share with us and WRIE readers what you’re reading.

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Our mission at Studer Education is to help education systems achieve measurable results that produce positive outcomes in student achievement, employee engagement, support services, and financial efficiencies and productivity. Our goal is to help school systems provide students with a great place to learn, teachers with a great place to teach, and parents with confidence that their children are getting a great education. Follow us on Twitter at @StuderEducation and visit us online at http://studereducation.com. Studer Education is a division of Studer Group, ranked for the seventh straight year on the Best Small and Medium Workplaces by Great Place to Work® and a recipient of the 2010 Malcolm Baldrige National Quality Award.

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