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Ellis Communications, Inc. - NEWS STORY
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Five Key Steps Help Casinos Reap Rewards
Of Organizational Improvement |
For Immediate Release:
January 14, 2008 |
Contact: Tom Ellis
Ellis Communications, Inc.
Phone (417) 881-5635
E-Mail tellis@casinocustomerservice.com
www.casinocustomerservice.com
www.advcoatedevelopmentsystem.com
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Casinos that embrace
organizational improvement can reap many rewards, and there are
specific steps they can take to make it all happen.
“Success-driven organizations implement internal organizational
improvements that make them more effective, accountable,
efficient and visionary,” says Jennifer Privitera, manager of
client service for Annapolis, Maryland-based Robinson &
Associates, Inc. “Casinos have the talent and means to do this,
too.”
Privitera outlines the following steps for implementing
organizational improvement.
Step No. 1. Create a culture of change, Privitera says.
“One common characteristic is that improvement requires a
culture in which change is a constant, ongoing journey that adds
value to the casino and its employees and guests,” Privitera
notes.
Step No. 2. Create a shared vision, Privitera says.
“Creating a shared vision with guests and employees is a
critical step toward instituting change,” Privitera explains.
Step No. 3. Make sure everyone embraces the new culture,
Privitera says. “It is important that the entire casino staff is
familiar with the defined culture of the casino and that they
communicate it through thought and action,” Privitera says.
Step No. 4. Obtain commitment from senior management,
Privitera says. “Senior leaders and managers must be committed
to this culture by providing resources, establishing and
modeling appropriate behaviors, identifying competencies and
providing a supportive environment that encourages two-way
communication and diversity,” Privitera explains.
Step No. 5. Define desired employee behaviors, Privitera
says. “In ‘Creating A Positive Culture,’ Phyllis Hartman and
John Hayden explain that the definition of behaviors
demonstrated by employees that support the casino’s values, as
well as the illustration of need for improvement and results by
managers, will go a long way to instituting organizational
improvement,” Privitera says.
Robinson & Associates has published a white paper that helps
casinos understand what is involved in rolling out
organizational improvements that can result in greater success
in the future. Those interested in obtaining a copy of the white
paper should e-mail Marilyn Kuhnert, Robinson & Associates’
client development specialist, at mkuhnert@casinocustomerservice.com
or call her at 623-486-9090.
Robinson & Associates, Inc., is a global customer service
consulting firm for the gaming industry. It helps casinos
determine their Advocate Index, a number that indicates the
extent to which properties have guests who are willing to be
advocates. The company then implements its Advocate Development
System in combination with the proven methodology of Advocate
Index and best business practices to help casinos create more
guest advocates and chart a course for growth and profitability.
Robinson & Associates may be reached by phone at 480-991-6420,
by e-mail at mbaird@casinocustomerservice.com or via its Web
sites at www.advocatedevelopmentsystem.com and
www.casinocustomerservice.com.
Robinson & Associates is a member of the Casino Management
Association and an associate member of the National Indian
Gaming Association. |
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