A SER VIC E CU LTURE Sample Clauses

A SER VIC E CU LTURE. A service culture can best be achieved through self-directed work teams responsible for entire, discrete processes. The creation of such teams should be the ultimate goal for those planning the Partnership implementation process. The guidance provided by the KP Promise and the Pathways to Partnership should be followed in developing these teams. Partnership teams will be responsible for creating our service culture at the facility, department or work unit level. It is our intent that partner union employees in all departments/areas be included in the planning, development, and implementation of an improved service culture. Union partners should be integrated into any ongoing service initiatives, and subsequently be involved in the planning, design and implementation of any new initiatives from the onset. Creating a service culture requires that certain organizational components be in place. We agree that these components include: knowledge of what constitutes an excellent care experience, modeling of excellent service behaviors, employee satisfaction and empowerment, skills and competencies, systems to support service quality, and a strategy for becoming an organization known for service excellence. We will create an organizational environment that encompasses these elements. We also recognize that high employee, physician, and patient satisfaction are achieved through an involved, multi-disciplinary, self-directed, trained team that focuses on meeting or exceeding the service expectations of our patients. Essential components for creating high performance work teams include involvement and participation, information systems to share data with the team, a sense of team and community, training and education, authority and accountability, and an organizational orientation to quality. Ultimately these work teams are self-directed, responsible for entire, discrete processes, and in the best position to continuously improve their service to internal and external customers.
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