Cultivating a Service Culture

Government organizations are in the business of public service. Providing high-quality service is essential to generating credibility with the community-at-large. The level of importance placed on delivering high-quality service is influenced by the organizational culture. When it comes to culture creation and embedding, the behavior of an organization’s leaders are extraordinarily influential. “Walking the talk” has special significance in that employees pay far more attention to the walk than the talk. Especially important are what the leaders attend to, measure, become upset about, reward, and punish.

In this seminar, participants will learn about the aspects of a customer-centric organization and how to increase their influence on aligning their culture with that of an entrepreneurial approach to service. In entrepreneurial cultures, employees assume that they should improve the organization’s efficiency and results, think about and change the way things are done, work together on solving problems and coming up with innovations, and respond flexibly and quickly to feedback from customers.

Objectives

By participating in this seminar, participants will learn:

The role culture plays in driving employee and organizational performance
Elements of a customer-centric strategy
Aspects of an entrepreneurial public-sector organization and operation
Techniques and tools available to align the culture with the organization’s mission, vision and values and that of an entrepreneurial culture

Facilitator

Patrick Ibarra is an architect of innovation and entrepreneur of ideas, who seeks to challenge the status quo thinking of the “we’ve always done it that way” approach. With experience as a city manager and consultant in a Fortune 500 company, Patrick is co-founder and partner of the Mejorando Group, an organizational effectiveness consulting firm that brings fresh thinking, innovation, and new ideas to help governments succeed in the 21st century. Patrick holds two advanced degrees, a Masters in Public Administration and a Masters in Organizational Development.More...

Who Should Attend

Management and Leadership Institute seminars provide a unique opportunity for administrators, managers, and leaders from all sectors of government, including federal, state, county, tribal, and local, to learn and develop together.

For more information, please contact:

Hector Zelaya
602-496-1308
Hector.Zelaya@asu.edu