These guidelines are established to improve customer service and satisfaction. Further implementation of the internal ROP system (Resources, Operations and Priorities) should be considered.
Measurement: One of the measurements we can use is employee retention. It will indicate the percentage of the employees stayed with an organization during given year. To measure employees’ capabilities and service quality level, we can use the number of complaints and number of positive feedbacks. Also, we can use total complaints as an organization to determine our service quality level as a whole per specific time period. In addition, to determine the level of positivity within an organization, we can measure it by combining all issues of unacceptable behaviour and divide by the number of employees. The goal is to have the minimum complaints to the total number of visitors.
LEARNING / INNOVATION and GROWTH
Goals: To continually evolve and grow
Strategy: Providing opportunities to learn and positive experiences to the employees as well as the public through special international museum exhibitions. Also, offering extensive training programs to all employees to help them develop their talent and skills. Creating an organizational environment where every individual employee feels as he/she is part of the team and his/her contributions to the overall business