(This was my presentation to the Australian Network of University Planners [ANUP] Annual Forum, 11 November 2019, Hobart, Tasmania, Australia)

The importance of continual improvement in the pursuit of service excellence is the fact that excellence is a transient thing. What may be regarded today as excellent service may be merely standard service tomorrow. Our operating environment is constantly changing, with increasing customer demands and
expectations. This makes it unproductive (if not impossible) for an organisation to highlight one-off achievements as exemplars of service excellence, as these achievements will soon be superseded. Rather, to achieve service excellence is to build a framework that best attains continuous improvement. The challenge lies in how to build these frameworks.

Read the full paper here…