Aligning People, Vision, and Values

Abstract

This article discusses how Southern California Water Company (SCWC) provides exceptional customer service by individually motivating its employees through the Service Standards Program that gathers information from employees on what they valued the most such as respect, sincerity, politeness, kindness, hard work, punctuality, fairness, and integrity. From the initial list of more than 50 standards, team members identified the standards that form their core values. Employees are held accountable to these standards and must demonstrate results through their performance expectations. One of the highest‐priority objectives of the company is for all employees, including the management team, to meet these same service standards. To make this a reality, employees are provided access to corresponding high‐quality instruction, courses, and assessments through the Employee Development University.