THE SESSION (SANITIZED) CONDUCTED AT THE OP CONFERENCE (SANITIZED) WAS NOT TAPED, HOWEVER, ATTACHED ARE COPIES OF THE SLIDES THAT HE SHOWED

• Document Type: CREST
• Collection: General CIA Records
• Document Number (FOIA) /ESDN (CREST): CIA-RDP92G00017R001100160011-7
• Release Decision: RIPPUB
• Original Classification: K
• Document Page Count: 14
• Document Creation Date: December 23, 2016
• Document Release Date: December 30, 2013
• Sequence Number: 11
• Content Type: MEMO

Declassified in Part - Sanitized Copy Approved for Release 2013/12/30:
CIA-RDP92G00017R001100160011-7
AND. TRANSMITTAL SLIP
Date
12 April 1989
TO: (Name, office symbol, room number,
building, Agency/Post)
1. ADDA 11 2 APR 1989
I ' ials
Date
/DL4 Hqs
2: --1)_,D,k 1 3 APR 1989
3.
4.
5.
Action
File
Note and Return
Approval
For Clearance
Per Conversation
As Requested
For Correction
Prepare Reply
Circulate
For Your Information
See Me
Comment '
investigate
Signature
Coordination
!Justify
REMARKS
Roy:
STAT The session conducted at the
STAT OP Conference was not taped, however,
attached are copies of the slides that he
showed.
STAT
Tim
DO NOT use this form as a RECORD of approvals, concurrences, disposals,
clearances, and similar actions
FROM: (Name, org. symbol, Agency/Post)
EO/OP
5041.102 OPTIONAL FORM 41 (Rev. 746)
Declassified in Part - Sanitized Copy Approved for Release 2013/12/30:
CIA-RDP92G00017R001100160011-7
Declassified in Part - Sanitized Copy Approved for Release 2013/12/30:
CIA-RDP92G00017R001100160011-7
F1'
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Declassified in Part - Sanitized Copy Approved for Release 2013/12/30:
CIA-RDP92G00017R001100160011-7
Declassified in Part - Sanitized Copy Approved for Release 2013/12/30: CIA-RDP92G00017R001100160011-7
ii:CrANM IN -11-11; WORKPLACE
O A Direct Movement Towards A Service Economy
O An Influx of Technology Into Both Factories and Offices
? Increased Information Processing
O Changes in Organizational Structures
? Demographic Shifts
? Diversity in the Population
O Changing View of Career Paths
? Work Force Quality Mixed
O Quality of Won(life
O Health and Wellness
uestioned
O More Investment in Human Capital
M-10
' Declassified in Part-Sanitized Copy Approved for Release 2013/12/30: CIA-RDP92G00017R001100160011-7
Declassified in Part - Sanitized Copy Approved for Release 2013/12/30 : CIA-RDP92G00017R001100160011-7
7
Organizational Needs/Problems
U Employees feels stuck/lack career mobility
U Unclear career paths
? Managers feel inadequate in coaching their employees about career
plans
U Employees unaware of how to manage their careers
U Little planning for succession
U Rapid turnover of nonexempt employees
Loss of promising employees
? Need to adapt to rapidly changing technology
U Lack of "bench strength" in managerial ranks
M-11
Declassified in Part - Sanitized Copy Approved for Release 2013/12/30: CIA-RDP92G00017R001100160011-7
Declassified in Part - Sanitized Copy Approved for Release 2013/12/30: CIA-RDP92G00017R001100160011-7
"Satisfying customers is a journey
not a destination"
Leonard Berry
It's a process, not an event
In order to succeed you must have
A Vision
Ci A Strategy
LZI Specific Actions
Li Continuity
U A Means of Evaluation
Performance Management Corporation
April 6, 1989
Declassified in Part- Sanitized Copy Approved for Release 2013/12/30: CIA-RDP92G00017R001100160011-7
Declassified in Part - Sanitized Copy Approved for Release 2013/12/30: CIA-RDP92G00017R001100160011-7
What gets in the way
of satisfying customers?
IJ Habits
?1:i Mind-set that you can't change
overnight
U The process of work
Time pressure
{:21 People _don't know why they
should change
D Believe that service is just another
fad
Performance Management Corporation
April 6, 1989
Declassified in Part - Sanitized Copy Approved for Release 2013/12/30 : CIA-RDP92G00017R001100160011-7
Declassified in Part- Sanitized Copy Approved for Release 2013/12/30: CIA-RDP92G00017R001100160011-7
Four basic questions you must ask
internal customers
Ci What do you do with my output?
Ci What do you need from me?
Ci Are there any gaps between
what you need and what you
et?
How will we know when your
needs have been successfully
met?
Performance Management Corporation
April 6, 1989
Declassified in Part- Sanitized Copy Approved for Release 2013/12/30 : CIA-RDP92G00017R001100160011-7
Declassified in Part - Sanitized Copy Approved for Release 2013/12/30: CIA-RDP92G00017R001100160011-7
Nine Customer Service Skills
Makes the customer feel important
? Listens and responds to customer
feelings
Asks for ideas and offers suggestions
Acknowledges the customer
? Clarifies details about the situations
Meets (or exceeds) customer's needs
ri Makes sure customer is satisfied
Preparation
? Follow-through
Research study by DDI
Performance Management Corporation
April 6, 1989
Declassified in Part - Sanitized Copy Approved for Release 2013/12/30 : CIA-RDP92G00017R001100160011-7 ,,,?
Declassified in Part - Sanitized Copy Approved for Release 2013/12/30: CIA-RDP92G00017R001100160011-7
Customer Service Competencies
U Clear Communication U Job Knowledge
4.05
U Customer Sensitivity U Judgement
3.92
U Decisiveness
? Energy
U Flexibility
? Follow-up
U Impact
U Initiative
Research study by DDI
U Motivation
3.87
4.10
3.82
3.97
? Persuasiveness
3.84 3.56
U Planning
3.71
4.09
3.80
3.67
? U Resilience
U Integrity
U Analyze
3.76
3.84
3.97
3.71
U High Standards
3.93
Performance Management Corporation
April 6, 1989
Declassified in Part - Sanitized Copy Approved for Release 2013/12/30: CIA-RDP92G00017R001100160011-7
Declassified in Part - Sanitized Copy Approved for Release 2013/12/30: CIA-RDP92G00017R001100160011-7
The Alignment Process
AL! GNMENT
Mission
SUPPLY GAP
Mission
Customer Requirements
OPPORTUNITY GAP
Mission
Customer Requirements
Declassified in Part - Sanitized Copy Approved for Release 2013/12/30: CIA-RDP92G00017R001100160011-7
Declassified in Part - Sanitized Copy Approved for Release 2013/12/30: CIA-RDP92G00017R001100160011-7
Internal Customer Service Model
?
Suppliers
Customers
.. .... . . , .. ...... . .
.... . . ? . ... . .
EXTERNAL
CUSTOMERS
Declassified in Part - Sanitized Copy Approved for Release 2013/12/30: CIA-RDP92G00017R001100160011-7
Declassified in Part - Sanitized Copy Approved for Release 2013/12/30: CIA-RDP92G00017R001100160011-7
1.
A GRAPHIC LOOK AT CUSTOMER SERVICE
The Service Triangle:'
Canization Leadership
Org
e Internal Service Triangle:
Karl Albrecht & Associates
8
Declassified in Part - Sanitized Copy Approved for Release 2013/12/30: CIA-RDP92G00017R001100160011-7
Declassified in Part - Sanitized Copy Approved for Release 2013/12/30: CIA-RDP92G00017R00110016001-1-17
1Y
A GRAPHIC LOOK AT CUSTOMER SERVICE
Traditional Management Model
Mid Managers
Supervisors
Front Line Employees
Front Line Employees
Supervisors
Mid Managers
Executive
?
nprlaccifiari in Part - Sanitized Copy Approved for Release 2013/12/30: CIA-RDP92G00017R001100160011-7
9
Declassified in Part - Sanitized Copy Approved for Release 2013/12/30: CIA-RDP92G00017R001100160011-7
Who are our "customers
ow do we want them to perceive us.
What are we trying to accomplish?
>- I-low do we create linkage in our work?
?
target
?> How do we gain upper rnanagement commitment for Our Work'?
>- What obstacles do we have to overcome??
ow do we check out our strategy?

What --ar&the'aCtiOnSI:th4W,Veinust*e?ht
How do we ..?? .
package?-..-6.*actions
Where can we pilot es::ac-, -ions before
grand scale? ? - ??
ow do we make our work more than a single event'
.411-.TO*!'d'O.werneaSi.iretlie'effebtiVeness!'ef"OUrreSults
M A '7
Declassified in Part - Sanitized Copy Approved for Release 2013/12/30: CIA-RDP92G00017R001100160011-7