I am just back from Athens following a successful Best Practice Management Board meeting at the Embassy. Great management speak – but what’s that you might ask? Well it’s all to do with the Consular Change Strategy 2007-10, where we are aiming provide a high level of service globally. Part of the vision is to maintain a worldwide “consular operation focussed on our customers, delivering support to British Nationals abroad to the highest possible standards of quality professionalism, consistency and efficiency”
How does this translate on the ground? Basically, we need to ensure we are all working to the same standard across Greece. Someone going into the Consulate in Corfu, for example, should get exactly the same response from the Consulate in Rhodes. So, how do we make this a reality? Well the Embassy regularly brings together consular colleagues from the 9 posts in the network to discuss how we work and make sure we’re giving the same level of service to all our customers. We look at the main areas of our roles and share ideas and thoughts. Personally I have found it interesting to discover the variety of issues each area face and how these can vary depending on location, differences in local politics, infrastructure, island geography or even just personalities in a particular resort. The board split up into small groups and look at a specific topic using research methods and come suggestions of how to improve things. For example, how we to help the family of someone who has passed away overseas. What is key though is how we follow-up on suggestions and ensure they are being implemented as agreed. Sounds like something for a future blog….
Posted at 07:15 07 November 2008 by Sarah Ticherou | Comments[0]
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