“Heartfelt Service: พิชิตจิต ประทับใจ ทั้งภายในและภายนอกองค์กร”
Regardless of whether your organization is in the service industry or not, if all employees work with a service mind, not only will your organization’s image be enhanced, the work process and collaboration within the organization itself will becomes smoother and more efficient.
On 3rd March 2022, Asian Identity organized a talk session under the topic of “Heartfelt Service” with Mr. Chayot Pornpattarakan, Asian Identity’s senior consultant, as the speaker. He shared with us the process, techniques, and case studies on how to create an organization where everyone cares and helps one another, both internally and externally. This time we have Ms. Thiranart Napapruekchart also our senior consultant, as the session moderator.
One key take-away from this talk session is about the steps in instilling a service attitude and mindset in each employee.
Mr. Chayot shared that to do so, we will have to start from the big picture first, which is to build a (1) Service Culture. An organization needs to incorporate elements about service into its Philosophy (e.g., Vision, Mission, Values) and strengthen this belief by reflecting it through the Standard Operation Procedures (SOP) as specific activities that employees need to do in their work.
After we have a strong Service Culture, (2) Service Mind will follow naturally. Employees will start to get used to the organization culture and slowly it will turn into their DNA, and get passed on by the employees themselves, from generation to generation. Nevertheless, Mr. Chayot emphasized that in relation to this stage, it is also crucial for the organization to have an effective recruitment system that allows HR to filter and recruit candidates with a Service Mind into the company.
Once we have both the people with a Service Mind and the organization culture that helps to shape people’s behavior and mindset, in the final step, these things will lead to (3) Heartfelt Service. In another word, we will have employees who care and help others without the need to be supervised or told what to do. It will become a part of each employee’s identity and each action they take will come from their heart.
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