Please proof read the following set of questions. If you have suggestions for improving these questions, please post them here. I’m not sure if I was able to capture everything I need by these 8 sets of questions. I feel that some questions are lengthy and more difficulty of getting response.
1.How do you set and deploy organizational values, short- and longer-term directions, and performance expectations, including a focus on creating and balancing value for customers and other stakeholders? Include how you communicate values, directions, and expectations through your leadership system and to all employees.
2. How do you communicate to your employees, as a support group to Customer Service department, the importance of meeting Customer Service department’s requirements? (Customer Service Requirements = Customer Requirements). How do you verify that your message is understood?
3. What are your departmental objectives/targets and associated measurements for service realization process?
4. How do you ensure that responsibilities and authorities are deined and communicated within your department?
5. How do you create an environment for empowerment, innovation, organizational agility, and organizational and employee learning?
6.How do you review departmental performance and capabilities to assess departmental success, competitive performance, progress relative to short- and longer-term goals, and the ability to address changing organizational/departmental needs? Include the key performance measures regularly reviewed by your senior leaders. Also, include your key recent performance review findings.
7.How are departmental performance review findings translated into priorities for improvement and opportunities for innovation? How are they deployed throughout your organization and, as appropriate, to your suppliers/partners to ensure organizational alignment?
8.How do you use departmental performance review findings to improve both their own leadership effectiveness and your leadership system?
