Post on 11-Jan-2016
Jim Imperatrice Chief Clerk
Kings County Supreme Court
Quality ServiceQuality Service
New York StateNew York StateUnified Court Unified Court
SystemSystem
Private vs. GovernmentPrivate vs. GovernmentCustomer Service vs. Quality ServiceCustomer Service vs. Quality Service
• Make $$$$$
• Customer return
• Value the customer
• 90% vs. 10%
• Indictment
• Never Again
• Value Self
• 10% vs. 90%
Quality Service
EQ
Character Motivation
S
E
R
V
I
C
E
QS
PHINEASGAGE
Quality Service
Self Awareness - Attitude
Empathy – Social Awareness
S
E
R
V
I
C
E
EMPATHYEMPATHYSOCIAL AWARENESSSOCIAL AWARENESS
ChangesChangesExpectationsExpectationsPerceptionsPerceptions
CHANGECHANGE
• CourtsCourts
• SocietySociety
• TechnologyTechnology
• YouYou
Changes in the CourtsChanges in the Courts
Standardized Court SystemStandardized Court System
Master Calendar SystemMaster Calendar System
Individual Assignment System Individual Assignment System (IAS)(IAS)
Problem Solving CourtsProblem Solving Courts
CommunicationCommunication
MoviesMovies
MEALSMEALS
• Home Cooked MealsHome Cooked Meals
• Microwaved MealsMicrowaved Meals
• Fast Food Restaurants Fast Food Restaurants “Have It Your Way”“Have It Your Way”
EXPECTATIONSEXPECTATIONS
SpeedSpeed
ConvenienceConvenience
CourtesyCourtesy
PERCEPTIONSPERCEPTIONS
Comment Card DisplayComment Card Display
Quality Service
ResponsibilityValueIntegrityCommitmentEnergy
S
E
R
V
I
C
E
E
Q
Character
Motivation
Self Awareness - Attitude
Empathy – Social Awareness
MY PHILOSOPHY
What Does Yours Say?
Thank You !
The Seven Habits Of Highly Effective People The 8th Habit By Stephen R. Covey By Stephen R. Covey
Being In Balance Becoming A Better You Joel Osteen Dr. Wayne Dyer
What To Say and How To Say It The Secret Sidney Hurlbert Rhonda Byrne
The Power Of Positive Thinking Don’t Sweat The Small Stuff Dr. Norman Vincent Peale Dr. Richard Carlson
The FISH Philosophy Phineas Gage – A Gruesome but True Story Charthouse Learning Publications John Fleischman