chapter  5
28 Pages

Leadership and values

Leadership and values are the cornerstone of the Service Excellence Awards. They address the direction and culture of the organisation and how successfully the values and leadership of the organisation create a passion for customers. They build a foundation in the business that guides and directs how people behave with each other, what is important and where resources should be focused. Before turning to the questions in this vector of the service excellence questionnaire, it is worth considering leadership and values in turn.