Instructions

Critically review the article below:

To access the article below, you must first log into the myCSU Student Portal and access the ABI/INFORM Collection database found in the CSU Online Library.

Vanderberg, A., & Capodagli, B. (2015). The “Ottawa way” thrives. Public Management, 97(6), 14-18.

In the review, be sure to include an analysis of the article. Provide details and evidence to back up your analysis from the article. What are some of the significant points used in the article to support the premise? Why are these points significant to the way communication affects strategic planning?

Use the standard five-paragraph format (introduction/body/conclusion). APA format should be used. The article review should be a minimum of two pages in length. Content, organization, and grammar/mechanics will be evaluated.

Does it r differ government adopts a customer-centric culturY go in Otta Michigan, who ha learn \223The Disne customer service Otta southw miles w of Chicago, the county includes six cities to miles famous Lak acr Otta- tion with Holland, Michigan\222 festive F Some ma disconnect betw a Disne least in the priv pr customer service icons lik or F counties alr services natur Giv concerned with customer service? R to this question, a county of\037cial noted that the county has earned its r the people who liv it. As such, it o r good business When a ne r is: 1\) a dir b impact if By A and Bill Capodagli icma.or J | P 15 14 P | J icma.or A Mic adopts a customer-centric culture The \223Otta D oes it r differ government adopts a customer-centric culturY go in Otta Michigan, who ha learn \223The Disne customer service Otta southw miles w of Chicago, the county includes six cities to miles famous Lak acr Otta- tion with Holland, Michigan\222 festiv F Some ma disconnect betw a Disne least in the priv pr customer service icons lik or F counties alr services natur Giv concerned with customer service? R to this question, a county of\037cial noted that the county has earned its r the people who liv it. As such, it o r good business When a ne r is: 1\) a dir b impact if By A and Bill Capodagli icma.or J | P 15 14 P | J icma.or A Mic adopts a customer-centric culture The \223Otta 16 P | J icma.or icma.or J| P 17 the business buy and services locally; and 3\) an induced impact or multiplier effect fr \037o which ma businesses those w The Michigan Multiplier 2 \(Montgomery Consulting, spring 2 http://is0.gaslightmedia.com/northern- lak fs27-137 Otta is 2.12. This means that if a business locates within a county and pr 1 cr. If a visiting e- ing for a ne has a good customer service e it certainly ma to locate ther service e in a sear \221\222Ottawa W Initial After rThe Disney W, Otta contacted the compan book\222 a Disne T- tomer service steering team. This gr continues to meet monthly to o customer service initiativ accomplishments and neThe steering team included k leader courts Otta immer thr w \(see Figur During initial w team came to r 33 ar r to social services e that point on, Otta- er-centric cultur \223Otta Her- plishments fr De vision. Her The Ottawa County Customer Service Story: \223Imagine a team with a v of skills\227collabor another impr and the envir County and y Identi\036ed pr customer service v r- lems with Integrity and Empath Inspir Established pr- duct. Ex \223W accountability for our actions and deci- sions which e Storyboar potential barrier the implementation. A storyboar a visual displa technique that captur and prioritizes the thoughts and ideas of e de De of the main tasks w for e e centric cultur Management Buy-in The ne Otta w Becoming customer-centric is not an activity to be check an annual str or a performance r communicated in a r An or driv for success not only embr the o in its de r leader Her accomplishments fr w Finalized dr Finalized v Finalized codes of conduct. Storyboard implementation.Under Under- ence the dr- ment principles The Rollout Upon completion of the leader w a thr for all emplo. F- ing y emplo in the tr a monthly basis emplo Local go question wh conducted for thr principles r communicated in less than a da that simple- tions w When emplo da v o the of v that the old v for the or Her- ments fr P Experience Storyboar the implementation.

Storyboar k The Hot Sea During the afternoon of the second da of tr the \223Hot Seat\224 segment. The county administr team department heads w of the Hot Seat panel. P invited to ask the panel an pertaining to the Otta County oper Ho 1\) top leader candor emplo- munication established betw- ment staff and the w A question ask \223Ho service when in go is not and cannot alw The answ tr that str the Stor Something of e- pated bene\036t r As man a w county emplo displa management and leader. Lack oftrust in management, poor communica- tion, and little coaching and feedback w P storyboar- cated that impr empo- agement, and setting clear e and dir. Lead b e pr ideas for impr The L The storyboar for leader and to engage their entir po become mor of the concerns that emer county emplo conduct a leader As an author of this article and the w allo this e question, \223What is the ultimate leader?\224 After an initial brie\036ng with staff, Al left the r total fr r what Al \223does best,\224 and which ar ar Al admitted being a little nerv with the pr v elected and appointed county leader completed the leader pr Brain T Next Steps Ed Catmull, pr Pix the book as sa health feel fr One of the best w type of envir br assist, advise do not ha for each other\222 F embr also believe they have owner its development and r COP FI Disney W Dream/V V Disney W Customer-Centric Culture Sho Story S Roles B Casting Hiring Orientation Feedbac D Plans Reviews Moments of T W Ho 16 P | J icma.or icma.or J | P 17 the business buy and services locally; and 3\) an induced impact or multiplier effect fr \037o which ma businesses those w The Michigan Multiplier 2 \(Montgomery Consulting, spring 2 http://is0.gaslightmedia.com/northern- lak fs27-137 Otta is 2.12. This means that if a business locates within a county and pr 1 cr. If a visiting e- ing for a ne has a good customer service e it certainly ma to locate ther service e in a sear \221\222Ottawa W Initia After rThe Disney W, Otta contacted the compan book\222 a Disne T- tomer service steering team. This gr continues to meet monthly to o customer service initiativ accomplishments and neThe steering team included k leader courts Otta immer thr w \(see Figur During initial w team came to r 33 ar r to social services e that point on, Otta- er-centric cultur \223Otta Her- plishments fr De vision. Her The Ottawa County Customer Service Story: \223Imagine a team with a v of skills\227collabor another impr and the envir County and y Identi\036ed pr customer service v r- lems with Integrity and Empath Inspir Established pr- duct. Ex \223W accountability for our actions and deci- sions which e Storyboar potential barrier the implementation. A storyboar a visual displa technique that captur and prioritizes the thoughts and ideas of e de De of the main tasks w for e e centric cultur Management Buy-in The ne Otta w Becoming customer-centric is not an activity to be check an annual str or a performance r communicated in a r An or driv for success not only embr the o in its de r leader Her accomplishments fr w Finalized dr Finalized v Finalized codes of conduct. Storyboar implementation.

Under Under- ence the dr- ment principles The Rollout Upon completion of the leader w a thr for all emplo. F- ing y emplo in the tr a monthly basis emplo Local go question wh conducted for thr principles r communicated in less than a da that simple- tions w When emplo da v o the of v that the old v for the or Her- ments fr P Experience Storyboar the implementation.

Storyboar k The Hot Sea During the afternoon of the second da of tr the \223Hot Seat\224 segment. The county administr team department heads w of the Hot Seat panel. P invited to ask the panel an pertaining to the Otta County oper Ho 1\) top leader candor emplo- munication established betw- ment staff and the w A question ask \223Ho service when in go is not and cannot alw The answ tr that str the Stor Something of e- pated bene\036t r As man a w county emplo displa management and leader. Lack oftrust in management, poor communica- tion, and little coaching and feedback w P storyboar- cated that impr empo- agement, and setting clear e and dir. Lead b e pr ideas for impr The L The storyboar for leader and to engage their entir po become mor of the concerns that emer county emplo conduct a leader As an author of this article and the w allo this e question, \223What is the ultimate leader?\224 After an initial brie\036ng with staff, Al left the r total fr r what Al \223does best,\224 and which ar ar Al admitted being a little nerv with the pr v elected and appointed county leader completed the leader pr Brain T Next Steps Ed Catmull, pr Pix the book as sa health feel fr One of the best w type of envir br assist, advise do not ha for each other\222 F embr also believe they have owner its development and r COP FI Disney W Dream/V V Disney W Customer-Centric Culture Sho Story S Roles B Casting Hiring Orientation Feedbac D Plans Reviews Moments of T W Ho 18 P | J icma.or icma.or J| P 19 gener become mor The county is on the v cr will be se 2 facilitator management with a facilitator Lik br leader complete a self-assessment customer service implementation questionnair r Constant purpose and impr and for customer service Institute tr customer service v Belie customer e Eliminate fear Br departments R w Ev meeting, br be held to pr pr W solv The Future After the Otta w county cr service team with r county department oper the same lead facilitator coor team initiativ Determine ne service tr Determine w better na the phone s Find w r Implement customer service best pr Implement an ambassador pr assist ne as the and to cr a r information on pr people Early successes ha particularly considering that the Otta W Outstanding Customer Service A that began in January 2 an a each quarter A sheriff\222 a customer service a a tr Health Department\222 division, hea- taur 87 customer service nominations fr the priv- nesses pr r attitude of educating and coaching, thus becoming a v These ar gr county emplo be r http://miotta outstanding_curr A fe the 33 differ the same customer service tune seemed lik Disne do it.\224 That is the Disne is the Otta A is county administrator Ott \(avanderberg@miott org\). B is president, Capodagli Jac W\) and coauthor of T McGraw-Hill, 200. A quarterly Outstanding Customer Service A 2 employee nominations each quarter One of the 4 R epro duce d w ith p erm is sio n o f th e c o pyrig ht o w ner. F urth er r e pro ductio n p ro hib ite d w ith out p erm is sio n.

Place New Order
It's Free, Fast & Safe

"Looking for a Similar Assignment? Order now and Get a Discount!