SEE CMM Certification

SEE-CMM stands for the Service Enterprise Excellence Capability Maturity Model.

SEE-CMM is a certification mark used to indicate organizations who have met the standards of ISOE and are deploying the SEE-CMM model of operational excellence in service delivery to customers.

It is an approach to improving service operations which applies the CMMI (Capability Maturity Model Integration) process improvement approach to services in order to achieve excellence in outcome, excellence in employee motivation and retention, and excellence in customer experience. Deploying the SEE-CMM method can include some or all of the following enablers: leadership, policyand strategy, knowledge innovation, people development, activity management. The enablers aretracked and adjusted to achieve desired results in the following areas: employee and vendor productivity, memorable customer experience through all sales and service channels, business impactand outcomes.

SEE-CMM is designed for implementation by teams as part of a network, using social network principles, practicum and tools to increase organizational capability maturity in service excellence.

SEE-CMM provides a point of reference for appraising current capabilities and can be used to guide process improvement and improve process goal definition and alignment in a team, group, division or across an entire organization

Service Leadership Certification Program

We are going through a profound transformation in the role of service leadership in adapting to the demands of today's customer-centric organizations. Organizations are changing from being hierarchical to networked due to the pervasive use of the Internet. Social media has given voice to employees, vendors, partners as well as customers.

This is changing the balance of power, as well as options for how service is delivered, because people trust their experience and the experience of other

The Service Leadership Certification Program

This six month Certification Program is integrated with current work, and includes in-person sessions, online sessions, mentoring, and assessments. After having successfully completed the Program, participants receive a Service Leadership Certificate from ISOE and Oklahoma State University's Spears Business School, recognized as in the top 10% nationwide.

The Certification Process:

Each Candidate goes through a rigorous process which begins with a self-assessment of their effectiveness as a service network leader, They equip themselves with team leadership skills and apply them in structured team assignments and within their current job position.

The Candidates learn to view their objectives in context of the goals of the team, their group, the organization and the community. Competency modules are organized to highlight responsive flexibility to customers and cash flow.

Within this program we observe, listen, respond and test approaches to find out what works for each individual person, in a variety of situations. The exposure over time provides evidence of the characteristics important for networked leaders:

 Sense of purpose

•  
  • The ability to develop fast options
  • Take decisive action and coolly execute it
  • The agility to understand other's purposes and priorities
  • Adapt approaches to align and develop win-win strategies essential in this diverse networked world

Who is Getting Certified?

Leaders and managers in service organizations, and those who desire to show evidence of leadership capability for promotional consideration and advanced assignments. Certification is also sought by senior managers and leaders who must set policies, and/or manage employees or impact customer relationships that drive revenue and cash collection for the organization.

 Candidates for Certification must be recommended by their manager and fill out an application form to be accepted into the Certification program.

What Does a Successful Candidate Show?

 Certified Service Leaders work with tools, trends and strategies that to guide peers, team leaders, and participants in organizational planning and process improvement. In addition, Certified Leaders "sense and respond" effectively by creating and participating in broader networks that can include customers and channel partners, as well as stakeholders in sales, marketing, engineering, and finance.

This Certification Program connects Candidates to the larger trends underway and provides a menu of strategies for responding to emerging opportunities and challenges. The Certified Service Leader maintains leadership excellence with that adaptable and responsive framework going forward.

For more information please send email to info@ISOE.com