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International > Valor+ > The approach through the game

Summary

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The approach through the game

Around a collective gameboard showing a production or service delivery process, and with questions-cards:

  • To identify the main questions of the customers before, during and after the provision,
  • To sensitise all the staff to the key-phases within the production process to meet customer's requirements,
  • On a targeted product-market, to detect the answer to customer's questions detained by each member of the staff.

The game allows a team work and helps in identifying the training needs of the employees regarding the development of the culture of service within the firm.

The game leads to the elaboration of an Actions and Training Plan. Some training modules have been created be CEFORALP and its partners.

Examples of training themes going with the “service” action plan:

  • process analysis
  • problems solving
  • work space organisation (5S)
  • Sensitisation to “customer orientation”