by: Gary Crouch
A Standard is an idea or thing used as a measure, norm, or model in comparative evaluations. CS3’s 18 Service Pillars are the standards we use as our model
to measure the quality of the services we provide our clients. While some of the Pillars are very specific, others are of a more general nature. Taken
as a whole, they provide the parameters within which we operate assuring the customer’s needs are the focus, not the process of team dynamics, or the
personality quirks of its members.
Take Administrative Tasks Seriously – Administrative tasks are essential to the success of every project. This includes documenting project details accurately and on a timely basis.
Mundane is the only word for it – to perform Administrative Tasks generally is not the reason we choose the profession we are working in. Except for the few with compliant personality types who relish structure and routines, administrative tasks generally are the last duty anyone wants to perform. It is also the duty which ties all of our efforts into a valuable solution.
Almost every organization will claim they focus on customer service as a priority. However, if they have no processes, no procedures and the minimum documentation then they seldom can prove their value or receive glowing references from their customers. In order for an organization to manage well, they must know what happens over time. The only way they can measure success, is to have documentation of accomplishment. And, the only way to ensure consistent results is to compare results over time. Thus, the administrative tasks involving documentation of processes and procedures are the very roadmap which guide our businesses forward to success.
Some make the claim that documentation only results in a focus on the past. I would challenge that assumption by encouraging management to consistently compare today’s actions with the past accomplishments. Only when we catch changes early, can we stave off major issues. In addition, as we innovate we can more quickly judge positive results from the innovation.
Few of us enjoy the administrative tasks we are asked to complete. However, if performed and utilized consistency they become the very breath of the organization pulling in pertinent data and pushing the organization forward with confidence and improved results.