Get Prepared for Session Three

a book with a candle in a lantern

After Session Two, you have been progressing on your change initiative and learning lessons along the way. In Session Three, we will integrate your progress as we learn to create a customer-centered culture. All our efforts should lead back to the customer experience. With the relationships between business practices, employee satisfaction, and customer satisfaction, we have a lot of work to do!

In June, you and your family will be diving into lakes and enjoying the summer sun. In Session Three, you and your colleagues will be ‘diving into’ culture creation and change to best support your customer. We will be skill-building with new information so get ready to camp around the table and enjoy your colleagues’ support, fish for new knowledge, and build new skills with creative tools!

In order to get your gear together, review these assignments:

Change Initiative Abstract

Remember to send in your project abstract so we can share them with the rest of the group on the LeadUP website. You can build networks, ask questions, and provide support for projects related or similar to your own.


How have you been able to apply new or newly expanded perspectives, methods, or skills gained from the program? Provide examples.

Pre-Class Research (Note: High Priority, Very Important)

  • Ask your office staff/colleagues: When have they felt most engaged?
  • Ask three DHS employees not from your program/serviceto describe personal methods for satisfying the customer.
  • Search the Internet to discover best practices in state government with creating customer satisfaction and/or employee satisfaction.

Your Change Initiative

In this session, you will be discussing your initiative with your peers. To prepare, please ask yourself:

  1. What is the relationship between your initiative and customer satisfaction?
  2. What is the relationship between your initiative and employee satisfaction?
  3. How does your initiative improve business practice?
  4. What employee or customer experience does your initiative create?
  5. What are the greatest barriers you are facing with your initiative?
  6. How can your LeadUP 2016 learning group provide support to you?

Content-related Questions

To provide you with a context in which to learn new concepts and skills, think about the following questions:

  1. What experiences in DHS are customer-centered?
  2. Where are the opportunities to create a more customer-centered culture?
  3. Describe your customer’s experience with DHS from beginning to end.
  4. If you could change a process to make it more customer-centered, what would it be?
  5. If you could change a process to make it more employee-centered, what would it be?
  6. When have you felt the most engaged as a DHS employee?

Reading Suggestions

Fleming J. H. & Asplund, J. (2007). Human Sigma: Managing the Employee-Customer Encounter, New York: Gallup Press.

Grant, A. (2013). Give and Take: Why Helping Others Drives Our Success. NY, NY: Penguin Books.

Manning, H. & Bodine, K. (2012). Outside In: The Power of Putting Customers at the Center of Your Business. Las Vegas, NV: Amazon Publishing, Inc.

Payne, R. K, DeVol, P. E., & Smith, T. E. (2009). Bridges Out of Poverty: Strategies for Professionals and Communities, Rev.