• View everything through the lens of the stakeholder, whether it be a student, colleague, community member or any other person with whom we come in contact.
  • Everything speaks: pay attention to how things look, sound and feel with respect to the physical environment.
  • Examine significant processes using service maps— focusing not on our own steps in the process, but on the stakeholder’s viewpoint.
  • Provide a framework for removing roadblocks through a Service Opportunity System. 

Service Excellence diagram of Processes, Service Environment, Service Delivery, and the stakeholder in the center.