The Envisioning a Culture for Quality™ is an interactive team exercise that raises awareness of behaviors that contribute to high-quality service while building participants’ consensus decision-making skills.  Before you invest the time and money to train a new employee, test your applicants for skills like:

• Customer Service Skills and Experience
• Complex Problem Solving

This test provides the answers you need to make informed decisions.

Want more information about this test?  Get it now.  Please REQUEST MORE INFO and we’ll reply promptly.

Not the perfect fit?  No problem.  We have many similar tests to choose from.  See alternatives in the CRITICAL THINKING AND REASONING, TEAMWORK and CUSTOMER SERVICE category section of our site.

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What is Envisioning a Culture for Quality?

Envisioning a Culture for Quality is an interactive team exercise that raises awareness of behaviors that contribute to high-quality service while building participants’ consensus decision-making skills. Developed by Dr. Robert A. Cooke, the exercise challenges participants to rank order 24 behavioral norms in terms of their impact on service quality.

How does Envisioning work?

Solutions to the exercise are developed first on an individual basis and then by groups.  Individual and team solutions are compared to the ranking and rationale based on the results of research carried out on over 350 organizations, departments and work groups.  Comparisons between participants’ individual ranking and the Culture for Quality Ranking indicate how well they are exercising their knowledge, skills, and experience with respect to
customer service and complex problem solving. Comparisons between participants’ individual scores and their team’s score indicates whether they were able to achieve synergy by fully using and building on their collective knowledge and skills.

The exercise takes approximately 2 to 2½ hours to complete, including scoring and debriefing.

Applications

The Envisioning a Culture for Quality can be used as an icebreaker, central activity, pretest/post-test, or follow-up activity for programs focusing on:

• Service quality
• Problem solving and decision making
• Team development

The exercise can also be used as a tool for:

• Developing supervisors and managers
• Understanding the implications of an organization’s current behavioral norms (as measured by the Organizational Culture Inventory®) with respect to service quality
• Preparing an organization for culture change and improvement

Who should experience Envisioning a Culture for Quality?

Envisioning a Culture for Quality is particularly appropriate for supervisors, managers, executives, organizational change agents, and organization development professionals.

 

 

 

 

The Envisioning a Culture for Quality is a registered trademark of Human Synergistics®, Inc.