New York State Unified Court System

Quality Service

Jim Imperatrice Chief Clerk Kings County Supreme Court

Private vs. Government Customer Service vs. Quality Service

• Make $$$$$ • Indictment • Customer return • Value the customer • Never Again • Value Self • 90% vs. 10% • 10% vs. 90%

S E R V I C E

Quality Service

EQ Character

Q S

Motivatio n

PHINEAS GAGE

Quality Service

S E R V I C E

Self Awareness - Attitude Empathy – Social Awareness

EMPATHY SOCIAL AWARENESS

Changes Expectations Perceptions

CHANGE

• Courts • Society • Technology • You

Changes in the Courts 

Standardized Court System



Master Calendar System



Individual Assignment System (IAS)



Problem Solving Courts

Communication

Movies

MEALS

• Home Cooked Meals • Microwaved Meals • Fast Food Restaurants

“Have It Your Way”

EXPECTATIONS Speed Convenience Courtesy

PERCEPTIONS

Comment Card Display

Quality Service

S E R V I C E Self Awareness - Attitude Empathy – Social Awareness Responsibility Value Character Integrity Commitment Energy Motivatio n E Q

MY PHILOSOPHY

What Does Yours Say?

Thank You !

The Seven Habits Of Highly Effective People By Stephen R. Covey Being In Balance Joel Osteen What To Say and How To Say It Sidney Hurlbert The Power Of Positive Thinking Dr. Norman Vincent Peale The FISH Philosophy Charthouse Learning Publications The 8th Habit By Stephen R. Covey Becoming A Better You Dr. Wayne Dyer The Secret Rhonda Byrne Don’t Sweat The Small Stuff Dr. Richard Carlson Phineas Gage – A Gruesome but True Story John Fleischman