I took an Exceptional Care, Exceptional Service (ECES) class a year ago. What has happened with the program since and where is it headed?
The ECES program began almost two years ago as a way to enhance our service culture here at Children's Hospital Boston and promote the new institution-wide standards of excellence, respect, communication, courtesy, enthusiasm and teamwork. To date, about 6,400 members of Children's community have participated in the one-hour Core Training Session!
Although this is a huge accomplishment, we don't expect that our culture will change after only one hour of training. We rely heavily on management to support, coach and role model the values and standards with their staff. We also hope that every employee throughout the organization realizes their own important role and commits to these service standards.
As a follow up to the Core Training Session classes, we developed three additional training modules: Team Effectiveness, Managing Work Challenges and Communicating Respectfully and Effectively. The classes are optional and facilitated by the team in Human Resources (HR) Learning and Development. You can sign up via NetLearning.
We've had many successes this past year. By partnering with HR, we have implemented the Employee of the Month program. Since October, we've recognized nine exceptional employees. A larger, organization-wide on-the-spot recognition program is set to roll out this summer.
The ECES team continues to communicate monthly to managers, giving them the tools they need to lead discussions about exceptional service and promote service-oriented behaviors to our families and each other. Our monthly "boosters," the Employee of the Month nomination form and Employee Suggestion links are on the intranet at http://web2.tch.harvard.edu/eces/.
We continue to look for new opportunities to enhance our culture while gathering feedback from all areas of the community. If you have a suggestion, we're listening!
— Jessica Kenyon
Exceptional Care, Exceptional Service project manager
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