The Six Principles of Service Excellence

Creating a culture of service, performance, and operational excellence does not happen by chance. It takes a sound, systematic process, implemented throughout the organization, to create sustainable change.

During my 17 year career with The Ritz-Carlton Hotel Company, I had the opportunity to see firsthand how creating a clear and simple service culture and holding everyone accountable for embracing it could create global, long-term recognition and success. After I left The Ritz-Carlton, I made it my mission to study other world-class organizations in hospitality, retail, manufacturing, and healthcare. In doing so, I found that there were many other organizations that also enjoyed sustainable success and recognition for driving excellence through employee engagement, customer loyalty, and ultimately profit dominance. During six months of in-depth benchmarking and research, I found six common principles that all of these organizations shared which attributed to their long-term success.

Thus, I created the customer service business model popularly known as The Six Principles of Service Excellence.

* Principle 1 – Vision & Mission – World-class organizations that are able to create and sustain a culture of service excellence have a sound vision and mission that is known, owned, and energized by every employee. In such cases, their vision statements clarify what they aspire to be in the future; while their mission statements articulate their purpose, what they stand for.

* Principle 2 – Business Objectives – World-class organizations that are able to create and sustain a culture of service excellence have clear, simple, quantifiable organizational goals and objectives that every employee is aware of. They don’t confuse employees with a multitude of objectives, but select 3-4 that employees not only know, but also understand how the work they do contributes to the successful achievement of them. Along with objectives that focus on growth and profitability, world-class organizations also have service-oriented objectives that focus on customer loyalty, employee engagement, and some form of quality improvement.

* Principle 3 – Service Standards – The purpose of service standards are to clarify for employees exactly what actions and behaviors are expected of them in driving excellence everyday, and creating customer loyalty. World-class organizations that are able to create and sustain a culture of service excellence create and regularly communicate the standards of excellence (key touch points) that are necessary in bringing their vision, mission, and business objectives to life. They do not leave this to chance.

* Principle 4 – Intervention & Learning Strategy – Just as they have a sound strategy in place to ensure financial success, world-class organizations have systems and processes in place to ensure their service philosophy (vision, mission, business objectives, and service standards) is interwoven into every aspect of the organizational culture. When it comes to employee recruitment and selection, new employee orientation, training and development, performance management, reward and recognition, incentive programs, and so on – the service philosophy is integrated each step of the way.

* Principle 5 – Organizational Alignment – World-class organizations that are able to create and sustain a …


Is it a trend? Is it the latest fashion on how things should be made? What are tutorials? You probably heard about them, you probably even used them, but never thought of them as such.

Exaggerating of course, we could say even a food recipe is a tutorial. In common language a tutorial is something that teaches you how to do something, explaining all the steps of the process to you. In educational terms, a tutorial is a class made up of few students, in which a professor provides individual attention and information to them.

You must remember at school all those get together with other colleagues in which were you supposed to learn all sorts of things? Yes, that are tutorials. They can be groups from one or up to 20 students that supplement the information provided in class with the purpose of obtaining better information about something.

But lets be serious, nowadays this kind of tutorials are rather out of fashion. Since we all live in the internet and communication age, we can easily talk about a new kind of tutorials. Yes, the internet ones. They are documents or softwares, or any other media created for instructional purposes for a variety of tasks.

Tutorials have the next characteristics:

  1. They are a presentation of the content of something, usually containing one or more examples, divided into sections, chapters and sub chapters to confirm a better understanding and organization of the content.
  2. We can say they are methods of reviewing. They have the purpose of reinforcing or facilitating the understanding of the content in a specific section.
  3. Next we can state that they are a transition to other modules and they are build on the instructions and information already provided.

It is important to know that not all tutorials are the same. They can organize information in different ways. Either linear or branched.

Now let us jump to computer education. In this field, a tutorial is a program made with the purpose of assisting users in the process of learning how to a software product or other applications, operating the system interface, learning how to use the programming tools or how to play a game. Yes, there are tutorials on games to, teaching you how to play. They are small peaces of the game in which someone tells you how to move, fight, drive or do whatever the game is about.

We can divide them into two kinds of tutorials: movie tutorials and interactive tutorials.the first are the tutorials you just watch and the second are those where you fallow instructions that appear on screen.

Now I bet you know what tutorials are, no? …

How Stanford University Got It's Name

Stanford University, the private research university located near Palo Alto, California, is known around the world for the first class education it provides to roughly 6,800 undergraduate students and about 8,300 graduate students every semester. Interestingly, while the institution of higher learning is a place that literally hundreds of thousands of students dream of one day attending few know the back story that explains how the Northern California school came to be known as Stanford University.

The university, founded in 1891, shares its name with former California governor Leland Stanford, but the story does not end there. The school that now sits in Stanford, California (population approximately 13,000) was founded by Leland Stanford and his wife Jane Stanford in the late ninetieth century as a memorial to honor the untimely death of their son Leland Stanford Junior who died at the age of fifteen .

While traveling with his parents in Italy Leland Jr. was stricken with typhoid (today commonly referred to as Salmonella) which is a form of food poising in which ingested bacteria makes its way through the intestinal wall and into an area of ​​the body where it can cause sever damage to multiple organs. While trouble with Salmonella or typhoid is still prevalent in much of the developing world at fairly endemic rates (death rates are about 10% to 30% in untreated instances) for the illness to cause death in the developed world in the twenty first century is extremely uncommon. Unfortunately for young Leland Stanford Junior the circumstances surrounding his infection did not include the ready access to life saving antibiotics that are common today. The end result was the death of Leland Junior about two months shy of his sixteenth birthday. Today Leland Jr. rests in peace on the Stanford University campus alongside both his mother and father who were historically put to rest at the Stanford family mausoleum as well.

In addition to serving as a predecessor to contemporary famed California governors Ronald Regan and Arnold Schwarzenegger Leland Stanford Senior sat as a United States senator from 1885 until his death at the age of 69 in 1893. that was basically founded Leland Stanford Junior University while serving as a US senator from California, an event that took place seven years after the death of his young son. The first student that was admitted to Stanford University in 1891 happened to be Herbert Hoover who would eventually become the thirty-first President of the United States in 1929.

Although nearly everyone reiterates to Stanford University by the short title that simply includes the two previously mentioned words the official full name of the school is Leland Stanford Junior University. In a somewhat clever, albeit insensitive manner, rival schools have been known to jokingly refer to Stanford University as a junior college as a play on the full title and the United States junior college system that prepares students for four year universities. …

Educational Science Software

With the advent of the personal computer in our society, in business and our everyday lives, it is not without some irony that the slow adapting institution has been school and education.

Students still read outdated books, are poor listeners due to under stimulation, and fail in lack of motivation.

In an age of text-messaging, e-mails, and downloadable music, the need for a new way of teaching is evident!

The tremendous benefits of using software for educational purposes are many.

1. The Student is able to interactively participate in the learning rather than just sit still. Trying to focus through long hours of monotonous lectures has proven to be a challenge for students as they are not allowed to express their creative side. By interactively participating, the student will engage his or her mind in more effective and fun ways than simply by listening.

2. Whenever a student missed a segment, a section or simply did not understand, he or she is able to rewrite the recording and listen again. Many times, the student did not hear or understand a segment. Without having to disrupt the whole class, he or she can simply replay the missing part of the lecture and continue from his or her preferred point.

3. It relieves a tremendous amount of money for the institutions as they no longer have to pay for field trips, non-reusable material and it also saves time. Planning field trips to the local lake or forest might be doable for even the smallest of schools. But if the aim is to let the students experience the desert, the wetlands, or even the jungle, there will simply not be a possibility without the right financial help. With the right software installed on the schools computers, the student is allowed take on a journey without having to leave the classroom. This saves tremendous amounts of money and time for the institutions.

4. Repetition is truly the mother of all learning. By allowing the student to repeat the desired information as many times as needed, the risk for failing a class is greatly reduced. As the student will be able to take in the relevant information through repetitive exercises, he or she will learn a lot faster.

As learning becomes easier, the results follow, and nothing motivates a student to continue learning as having achieved great results in the past!

Motivation is key for students of all ages. …

Turbo-Charging Your Writing Career – 6 High-Yield Strategies

Hands up all those who'd like to have a successful writing career.

(What's that you say What do I mean by 'successful'?)

All right, I know all writers are individuals. To some, 'successful' may mean just getting one article published. Others want a string of best-selling novels, recognition in the supermarket and megabucks in the bank account. So, for the purposes of this article, we'll define 'successful' as "achieving regular or ongoing publication credits in tandem with a growing income". That income should increase as you become more recognized and popular as a writer.

Now for the crunch. How do you achieve success? How do you win a growing readership? And the biggie: how do you make sure you get paid for your efforts?

There's a simple answer. You need to INVEST in your career. Think of your writing as a fledgling business. Wise investment will help it to grow – and help you to get the results you want.

  1. You need to spend a buck to make two (or more) bucks
  2. You need to prioritize your spending
  3. You need to invest time as well as money
  4. You need to invest energy
  5. You need to surround yourself with wise advisers and positive people
  6. You need to plan, review, and plan again

1. You Need To Spend A Buck To Make A Buck

Every craftsperson needs to have good tools to get the best results. A writer is no different.

  • You can make do with a typewriter – but a computer is better. (Why? It's easier to edit your work; you can connect to the wider writing community via the Internet, and editors are increasingly asking for manuscripts and proofs to be emailed to them.)
  • You can make do with looking up publishers in the Yellow Pages – but the latest edition of a Writer's Marketplace is better. (Why? It gives you much more industry-specific information – and it's a darn sight more convenient.)
  • You can make do with business cards and postcards to promote yourself – but an email address / website address is better. (Why? The take-up rate of Internet users is phenomenal – people can reach you or read about you easily and conveniently.)

It's easy to talk yourself into "making do". And it's true that writers can spend almost nothing on tools of the trade. However, successful businesses know that in the end, you have to spend money to make money. That does not mean waste money – it means you carefully plan your spending.

2. You Need to Prioritize Your Spending

There are three main things you need to think about when you're prioritizing your spending on your writing career.

  1. What will help me improve my skills?
  2. What will help me to do my job more effectively?
  3. What will help me to become better known and to market my work?

Look realistically at your income and expenditure, and decide what you can spend on your writing career in the next 12 months. Do not make this …

What You Should Know About ACT

There comes a time in every college bound person's life when they ask the questions "What is the ACT and how does it affect my future"?

A national college admission examination, the ACT consists of subject area tests in English, mathematics, reading, and science plus an optional writing exam.

Originally, "ACT" stand for American College Testing. However, in 1996 the official name of the organization was shorted to simply "ACT" to better reflect the broad array of programs and services offered beyond college entrance testing.

There are three good reasons to take the ACT:

1. The ACT tests are universally accepted for college admission.

2. The ACT is not an aptitude or an IQ test. Instead, the questions on the ACT are directly related to high school courses in English, mathematics, and science.

3. In addition to the tests, the ACT also provides test takers with a unique interest inventory that provides valuable information for career and educational planning and a student profile section that provides a comprehensive profile of high school work and future plans.

In the US, the ACT is administrated on five national test dates in October, December, February, April, and June. In selected states, the ACT is also offered in late September.

The ACT tests are prepared according to the Standards for Educational and Psychological Testing, American Educational Research Association, American Psychological Association, & National Council on Measurement in Education (1985); Code of Professional Responsibilities in Educational Measurement, National Council on Measurement in Education (1995); and Code of Fair Testing Practices in Education, Joint Committee on Testing Practices (1988).

People of all ages and grade levels are eligible to take the ACT. This includes junior high or middle school students and those who have already graduated from high school.

The test includes 215 multiple-choice questions in four subject areas: English-75 questions; Math-60 questions; Reading-40 questions; and Science-40 questions. Plus one writing prompt in the optional writing portion.

There are no limits on how many times you can take the ACT, although there are restrictions on how frequently you can do so. For example, you can test only once per national or state test date, or if you test through non-national testing such as special testing, you must wait a minimum of 60 days between retests. Many students take the test twice, once as a junior and again as a senior.

You should definitely consider retesting if you had any problems during the test, such as misunderstanding the directions or not feeling well. You may also want to consider retesting if you are not satisfied that your scores accurately represent your abilities.

Retesting may be a good idea if you see a discrepancy between your ACT scores and your high school grades, or if you have completed coursework or an intensive review in the subject areas included in the ACT since you were tested. Research shows that of the students who took the ACT more than once 55% increased their Composite score on the retest. If you …