DVDs and training videos on demand
Leadership - Teamwork
Getting organised to serve
The Improving Service Series...
... was created by psychologists Peter Quarry and Eve Ash to meet an urgent need in Australian
organisations for high quality service training. The series’ philosophy recognises that
organisations must look at how their whole organisation functions.
Thus, a range of modules has been produced for staff at various levels - senior managers and
supervisors, as well as frontline and other service staff. Each module covers a topic vital to those
organisations wanting to offer exceptional service.
Accompanying videos cover a variety of situations, over a range of industries, so that common
principles can be highlighted. Each video has been designed to encourage service staff to identify
and appreciate quality service... as receivers as well as providers. Service staff who are sensitive
to receiving quality service become sensitive to providing it.
This module outlines how organisations can get their ‘service mix’ right by:
overhauling internal systems
removing service barriers
streamlining organisational structures and functions
motivating staff to serve.
This module has been designed to meet the needs of senior managers. It may also be relevant to
some middle managers at department head level.
THE SERVICE MIX 16 minutes
INSIDE WORKINGS 24 minutes
HOW TO USE THIS MODULE (Extracts from the discussion leader's guide)
1 READ OVERVIEW Page
the goals for service - the ‘service mix’ 6
internal systems and staff 8
organisational structures and functions 9
motivating staff 10
2 PREVIEW VIDEOS
Using the video summary sheets provided for your notes, view
THE SERVICE MIX - 16 minutes 13
INSIDE WORKINGS - 24 minutes 16
3 READ AND REVIEW ACTIVITIES MENU
Select the appropriate activities for your application. 21
4 DEVISE A SESSION
Select the appropriate application for your needs. 28
Study the sample half-day session. 29
Then, design your own session, incorporating
your input based on the overview
activities chosen from the menu
other related materials.
Available in French, Spanish, Italian, German, Portuguese and Dutch.
7 D / Formavision
Vidéofilm : 35 minutes
Support Materials available: Training leader’s guide.
The preview or hire charge is entirely deducted in the case of the purchase of the videofilm so you
save time and make good decisions.
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