OTM Service Strategy Assessment: SAMPLE MODE |
OTM Service Strategy® Assessment: Introduction
The OTM Service Strategy® Assessment tool is designed to enable assessors to quantitatively, and qualitatively assess the current service level provide by a specific service team.
The assessment includes six distinct areas of focus, each of which is an element of the OTM Service Strategy®.
1. Understand expectations
2. Service standards
3. Develop and recruit
4. Listen
5. Measure and respond
6. Recognise, reward, and celebrate
The service team will receive a score out of 500.
In order for a service team to be performing "adequately", a minimum score of 300+ is required, in addition to all assessment criteria scoring a minimum of 6/10.
Each of the 50 scored elements will contain feedback from your assessors regarding specific activities the service team should continue to do and start to do (if required).