QSM Chap 10 Service Culture in Tourism and Hospitality Industry.pptx
'This Works' Presentation by Abdul Majid Ashraf
1. Have a desired outcome?
'This Works' Presentation
Abdul Majid Ashraf
2. This works
Agree the need to change
Agree what to do about it
Create a plan to get it done
Execute the plan
Check if the plan worked
If yes great, if not, start again from the top
3. This works too
Decide where you want to be
Work out how to get there
Define how you will know when you have arrived
(a) Get going and (b) keep going till you get there
The secret is not to procrastinate at (a) and to be tenacious at (b)
4. This also works
Want to be great at something?
Find people who are great at this
Observe them
Distill what they are doing
When you have worked it out, do it
Word of warning: Keep the notion that 'they are not as good as you at some things' in
your head so you don't develop a sense of lacking or inferiority
5. And this
Not happy?
STOP!
Do 3 things right now
1. Think how much worse it is for some and how lucky you are
2. Start listing everything that's right
3. Actually express gratitude
Make the above 3 habitual and you will always be happy
6. Yes, you guessed it, this works too!
Want to improve your business, your department, your
programme?
Make sure you know these 3 things:
1. The difference between efficiency and effectiveness?
2. How to successfully land change
3. How to identify AND address the 5 types of gap that underpin the
difference between customer expectation and perception
Don't know? Find out!
Or ask me (about ‘Critical Success Factors’)
7. Have a desired outcome?
'This Works' Presentation
Abdul Majid Ashraf