Orange County Visionary Series

November 6, 2014

Super Orange Re-SCORE Project

• Background

• Re-SCORE

• Project Results

• Lessons Learned

Presentation Outline

• Background

• Re-SCORE

• Project Results

• Lessons Learned

Presentation Outline

Our goal is to enhance the OC Convention Center SCORE initiative and gain valuable insights and skills

which we will bring back to share with our respective divisions.

Background

• Orange County Convention Center Second largest in US $2.1B annual economic impact Voted one of the top 5 in the world Repeat business accounts for 2/3

Background

• “The Center of Hospitality” A pervasive attitude that all OCCC

employees and service partners share

To always exceed customers’ expectations to ensure repeat business and encourage economic development

SCORE Values

Background

Background

S AFETY & SUSTAINABILITY

C OURTESY

O WNERSHIP

R ESULTS

E XTRA STEPS & ETHICS

Safety

The safety of our guests, my co-workers and myself is a top priority

I will take the appropriate action to correct all safety hazards

I will follow all safety guidelines and will not operate any equipment for which I have not been trained

Background

• Project Objectives Independent assessment of “CoH”

and its SCORE values

Identifying areas for improvement

Assisting with SCORE sessions

Sharing experience

Background

• OCCC Project Team Jan Addison, Deputy General

Manager – Mentor and Leader

Lex Veech, Manager, Guest Relations

Dean Treuren, Guest Services Administrator

Melinda Martin, HR

Background

• Background

• Re-SCORE

• Project Results

• Lessons Learned

Presentation Outline

• TIPS Orientation Shared experience

with new employees

Excellent program to introduce “CoH”

• Tour of OCCC Experience

Re-SCORE

• Secret Shopping Independent assessment of guest

experience

Look for “CoH” in practice

Identified several areas for improvement

Re-SCORE

• Secret Shopping Volleyball Tournament

Premier Beauty Show

SE Builders Show

Lawn & Garden Show

Re-SCORE

Re-SCORE

• Surveys Vendor Experience

Guest Experience

Re-SCORE

Re-SCORE

Re-SCORE

• “CoH” Re-launch Workshop Led by Super Orange

Groups from across OCCC

Re-SCORE

• “CoH” Re-launch Workshop

Re-SCORE

• “CoH” Overview Session Led by Jim Barnes

Discussed mission and values

Used to develop new values

Worked to reach consensus on shared SCORE values

Re-SCORE

• Background

• Re-SCORE

• Project Results

• Lessons Learned

Presentation Outline

• CoH Results Session Led by Jim Barnes

Discussed mission and values

Identified new SCORE values

Project Results

Project Results

The mission of the Orange County Convention Center is economic development. By hosting regional, national and international conventions, meetings and trade shows, the Center infuses the local economy with new money and expanding business opportunities. The mission of our staff is to provide outstanding service to the clients and users of the Center, to stimulate their desire to return and to enhance the community’s reputation for excellence.

The mission of the Orange County Convention Center, “The Center of

Hospitality”, is economic development.

The Center infuses our local economy with new money and expanding

business opportunities.

Project Results

Project Results

S AFETY & SUSTAINABILITY

C OURTESY

O WNERSHIP

R ESULTS

E XTRA STEPS & ETHICS

Project Results

S AFETY

C OURTESY

O WNERSHIP

R ESPONSIBILITY

E XCEED

Safety

The safety of our guests, my co-workers and myself is a top priority

I will take the appropriate action to correct all safety hazards

I will follow all safety guidelines and will not operate any equipment for which I have not been trained

Project Results

Safety

Safety is my top priority

Project Results

Courtesy I will treat everyone with respect and

maintain a positive attitude

Project Results

Ownership

When I become aware of a problem, I will take action

Project Results

Responsibility

I will be accountable and work in an honest, efficient, and

environmentally friendly way

Project Results

Exceed

I will strive to exceed expectations

Project Results

• Background

• Project Steps

• Project Results

• Lessons Learned

Presentation Outline

• OCCC is “The Center of Hospitality”

• OCCC Staff have a direct impact on the economic well being of Orange County

• Re-examining your mission and values can strengthen your organization

• Customer Service is essential!

Lessons Learned

• Project Benefits Re-SCORE project reinvigorates and

recommits OCCC staff to “CoH”

Higher level of repeat business and improved economic benefits

SCORE principles can be applied elsewhere

Anticipate and exceed customer expectations

Lessons Learned

• Experiencing another business area and how it fits in the organization

• Relationship building

• Challenging our abilities

• Working with Jan

Lessons Learned

• Team Member Workplace Tours CEDS – Permitting & Planning

Corrections

Public Works

Utilities

Lessons Learned

Orange County Visionary Series

November 6, 2014

Super Orange Re-SCORE Project