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Measuring the Situational Style
Measuring the Organization
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Measuring Leadership Potential
Measuring the Person



This instrument looks at how much commitment exists for service excellence to customers from two perspectives - the individual's view about their own commitment, and about what they see to be the commitment to service by the wider organization around them. This provides a detailed 'gap' analysis in six service categories. These are Service leadership and vision, the Voice of the Customer, Service standards, Empowerment for service, Process and systems alignment and Service rewards and recognition.


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