Outreach Services Standardizing Services to Enhance the Customer’s

Experience

“Order is the shape upon which beauty depends”.

- Pearl S. Buck

STANDARD

Read more: http://www.businessdictionary.com/definition/standard.html#ixzz23A2iLEne

Universally or widely accepted, agreed upon, or established means of determining what something

should be.

The STANDARD

Our PROMISE

Becomes

CUSTOMERS Have expectations Recognize changes

STANDARDIZATIONFormulation, publication, and implementation

of guidelines, rules, and specifications for common and repeated use,

aimed at achieving optimum degree of order or uniformity

in a given context, discipline, or field.

Read more: http://www.businessdictionary.com/definition/standardization.html#ixzz23A3q3Qay

Touch Points with Customers

Benefit of Standardization

Measure

Quality & Quantity

RETURN ON INVESTMENT

STAFF PERFORMANCE

SYSTEMS

CUSTOMER SATISFACTION

Customer SatisfactionGOODWILL

LOYALTY

SUPPORT

FINANCIAL AND POLITICAL

How confident is your customer?

Customer Satisfaction

Consistency & Continuity

Lay the service foundation to generate consumer confidence.

Customer Satisfaction

Standardize

Identify Service Components

Objectives

Elements

Standardize

Plan for When You Can’t Deliver

The Strategy

Adopt the Customer’s Point of View

Outreach Workflow

Outreach Workflow

Bookmobile ServiceSchool Year

Factors motivating the service review:

Customer Safety

Customer Complaints

Multiple teams serving the same locations with different approaches

Bookmobile ServiceSchool Year

Laying the Service Foundation

Know Your Customer

Behaviors

Preferences

Step 1. Define Service Objectives

Set the Standard

Define Service Objectives

Create library browsing experience for preschoolers

Safe boarding and exiting of bookmobile

Maintain consistency with service content

Bookmobile ServiceSchool Year

YEAR 1

TimeTime of day

Length of duration

Space Customer receives

Customer’s perspective

Step 2: Define Service Elements

Set the Standard

STAFF CUSTOMER RECEIVES

DRIVER MUSIC PLAYING WHILE BOARDING Safety

OTA WELCOME / GREETINGS

DRIVER TAKES RETURNED MATERIALS

OTA GROUND RULES REVIEWED Safety

OTA WHAT’S NEXT EXPLAINED

Bookmobile Service Laying the Foundation

BEGIN“HELLO”

5 minutes

Our PromiseTimeYear One

STAFF ASSIGNED CUSTOMER RECEIVES

OTA BROWSING EXPERIENCE

OTA READER’S ADVISORY

OTA & DRIVER ACCOUNT RESOLUTION

OTA & DRIVER CHECK-OUT

OTA REJOIN GROUP & SIT DOWN WITH BAG OF BOOKS

MIDDLE

Our Promise20 minutes

TimeYear One

Bookmobile Service Laying the Foundation

STAFF ASSIGNED CUSTOMER RECEIVES

OTA THANK YOU FOR PARTICIPATING AND YOUR GOOD BEHAVIOR

OTA ENCOURAGED TO VISIT NEIGHBORHOOD LIBRARY

DRIVER MUSIC PLAYING Safety

OTA STOP & GO EXIT ACTIVITY Safety

CLOSE“GOODBYE”

Our Promise

5 minutesTime Bookmobile Service

Laying the Foundation

Year One

Bookmobile ServiceSchool Year SERVICE

ENHANCEMENTS

Simplify the return of materials for care providers

Model and practice early literacy skills with preschoolers and care providers

One on one practice of early literacy skill at check-out

YEAR 2

STAFF CUSTOMER RECEIVES

DRIVER MUSIC PLAYING WHILE BOARDING

OTA WELCOME / GREETINGS

DRIVER RETURNED MATERIALS Burgundy bags

OTA TEACHERS SIGNS IN CLASS Safety

OTA GROUND RULES REVIEWED

OTA WHAT’S NEXT EXPLAINED

BEGIN“HELLO”

Our Promise5 minutes

TimeYear Two

Bookmobile ServiceEnhancements

STAFF ASSIGNED CUSTOMER RECEIVES

OTA QUICK & EASY EARLY LITERACY ACTIVITY

OTA BROWSING EXPERIENCE

OTA READER’S ADVISORY

OTA & DRIVER ACCOUNT RESOLUTION

OTA & DRIVER CHECK-OUT & ‘MY TIME’

OTA REJOIN GROUP & SIT DOWN WITH BAG OF BOOKS

MIDDLE

Our Promise20 minutes

Time

Year TwoBookmobile ServiceEnhancements

STAFF ASSIGNED CUSTOMER RECEIVES

OTA THANK YOU FOR PARTICIPATING AND YOUR GOOD BEHAVIOR

OTA ENCOURAGE TO VISIT NEAREST BRANCH Show picture of branch

DRIVER MUSIC PLAYING

OTA STOP & GO EXIT ACTIVITY

Bookmobile ServiceEnhancements

CLOSE“GOODBYE”

Our PromiseYear Two

5 minutes

Time

What do you offer customers when you can’t deliver?

Fall Back Position

Compensate the Customer to Keep or Build Goodwill

Exception to the Rule

Consolation Prize

STAFF ASSIGNED CUSTOMER RECEIVES

OTA CLASSROOM VISIT

OTA PICK UP RETURNS

OTA DELIVER BAGS OF BOOKS

Bookmobile Service Visit with a Van

FALL BACK POSITION

10 minutes

Space = Service Elements

Our Promise

Setting Up a New Service

Trying to Solve a Problem

Introducing Something New

Standardizing Services

STAFF CUSTOMER RECEIVES

BEGIN“HELLO”

Your Promise__ minutes

Time _____________ Service

STAFF ASSIGNED

CUSTOMER RECEIVES

MIDDLE

___ minutes

Your PromiseTime _____________ Service

STAFF ASSIGNED CUSTOMER RECEIVES

__________ Service

CLOSE“GOODBYE”

Your Promise

__ minutes

Time