My first post is loosely based on my previous post(F). I am a co-writer in a team blog Lupa palvella(F).
The name translates nicely to License to Serve! The team is spectacular: we share the passion for our work and our customers. Or should I say, for our customers and, hence, our work.
Ken Auletta picked up 10 things Google can taught us.
If more officers could let their thoughts be broadened like this, who knows how marvellous it would get to go to a government office. There are no limits to good service, if you start with thinking about your customer.
Passion wins Focus is required Vision is required, too A team culture is vital etc.
Change calls for new thinking, new leadership
YLE(F) and the Police(F) have been the first public sector offices to enter and engage the areas of the social media. YLE, our national broadcasting company, is sharing content in new ways and challenging the audince to co-creation. The Police seems to have started by meeting with its primary audience - and is doing a great job, I might add! In a country of 5 million, Facebook community of 1.5 million the Police has reached a fan club of over 36 000 fans.
Leadership is under constant change. The world is so complicated and there is so much information that .. we need motivation and to free our natural creativity. - Mikael Jungner, CEO, YLE.Passion for customer to lead the business
Steve Denning is about to publish an interesting book, Radical Management. In my public sector perspective, (For full picture, please read Steve's original seven principles) there are four wonderful steps to success:
Vision and courage to management
Client delight, which demands Continuous innovation, which can be brought up in High-performance teams, increasing well-being; resulting Higher productivity, thanks to clients and teams
Vision and courage will lead the way to new ways to find and offer help to the customers in need.
A team that is allowed to use its own passion will inevitably exceed the expectations set upon it. - Mikael JungnerI recently wrote about the concept of shopping malls: Instead of all the government agencies building up their own sites (and silos), how about going out there, where the customers get together?
Virtually they are there having conversations about different topics of their interests and needs. And the officials? We should be there, too. Not controlling or supervising but listening and offering the advice when and where needed.
Learning new ways to address the customer needs, organize our services and offer customer value in new ways.