DEPARTMENT OF THE ARMY INSTALLATION MANAGEMENT COMMAND HEADQUARTERS, UNITED STATES ARMY GARRISON, FORT LEAVENWORTH 290 GRANT AVENUE UNIT 1 FORT LEAVENWORTH, KANSAS 66027-1292 IMLV-ZA 16 February 2018 MEMORANDUM FOR U.S. ARMY GARRISON FORT LEAVENWORTH PERSONNEL SUBJECT: Garrison Command Policy Letter #22, Service Culture Initiative (SCI) 1. REFERENCES. a. IMCOM Operations Order 17-061, Service Culture Initaitive Campaign, 28 Apr 2017 b. IMCOM Policy Memorandum 5-2, IMCOM Service Culture Initiative, 21 Apr 2017 2. PURPOSE. To provide guidance for the establishment of a culture of service excellence across United States Army Garrison (USAG) Fort Leavenworth. 3. APPLICABILITY. This policy applies to all personnel assigned to USAG Fort Leavenworth. 4. POLICY. It is the Installation Management Command (IMCOM) and USAG Fort Leavenworth policy to deliver programs and services with a sense of pride, professionalism, and in keeping with Army values. 5. PROCEDURES. a. Service excellence is a by-product of how we treat our USAG Fort Leavenworth professionals. If team members are led by engaged and caring leaders, feel valued and respected, are properly trained, and demonstrate Army values, they are more likely to deliver services in a professional and caring manner. In order to ensure all employees feel a sense of belonging, we will define and communicate who we are and what we stand for (Encl 1). b. Service excellence is also a derivative of quality leadership. Leaders must be engaged with our USAG professionals, customers, and the communities we serve. Leaders will adhere to the principles and actions outlined in the IMCOM Leadership Pledge (Encl 2). c. Branding. It is important the IMCOM brand clearly communicates how we support and where we fit into the Army hierarchy. In order to achieve this, we must consistently communicate with one voice when describing the organization. We must communicate to our team members and those we support, informing them of our commitment to service and contribution to Army readiness. Utilizing the newly developed Leadership Pledge (Encl 2) and Pledge to our Customers (Encl 3) that codify expected behaviors, we will strive to impact the organizational culture. d. On-boarding Program. In order to welcome and successfully integrate all newly assigned Soldiers and civilians to USAG Fort Leavenworth, we will implement an on-boarding model (Encl 4). This approach provides a methodology and process to prepare new professionals to become an active member of our team as quickly as possible. It establishes a sense of
IMLV-ZA SUBJECT: Garrison Command Policy Letter #22, Service Culture Initiative (SCI) community and belonging, instills Army values, and results in increased employee performance and decreased turnover. e. Recognition Program. In order to ensure USAG Fort Leavenworth professionals are recognized for behavior and performance that further the mission, goals, and values of the Army, we will update the USAG Fort Leavenworth Recognition Program. The progam will build upon already established recognition and incentive opportunities and ensure it applies a multilayered approach to recognition at all echelons of the command. f. Operation Excellence (OPEX) Customer Service Training. All USAG Fort Leavenworth supervisors will complete the initial OPEX for Leaders training. New employees will complete the OPEX training within the first days days of hire; remaining Garrison employees are encouraged to complete OPEX as a professional development opportunity. Annual Customer Service Refresher Training will be offered for the workforce to refresh their skills every year. A variety of smaller targeted refresher training topics are can be adjusted to meet the needs of the workforce or facilities. 6. PROPONENCY. The proponent for this policy is the PAIO Chief. (913) 684-1760. //Original Signed// 4 Encls MARNE L. SUTTEN 1. Who We Are COL, SC 2. IMCOM Leadership Pledge Garrison Commander 3. Pledge to our Customers 4. On-boarding Model
Enclosure 1 to Policy Letter #22, Service Culture Initiative WHO WE ARE
Enclosure 2 to Policy Letter #22, Service Culture Initiative
Enclosure 3 to Policy Letter #22, Service Culture Initiative
Enclosure 4 to Policy Letter #22, Service Culture Initiative ON-BOARDING PROGRAM Five Phased Approach The On-boarding Program outlines a methodology and process designed to fully orient and integrate new professionals. The program consists of five (5) phases: Phase 1: Pre-arrival and Sponsorship Phase 2: Arrival and Welcome Phase 3: In-processing First 30 Days Phase 4: Orientation First 30 180 Days Phase 5: Integration Completion First Year.