By Cimino, Amy; Mebane, Glenn
Parks & Recreation , Vol. 36, No. 12
Navy Morale, Welfare and Recreation (MWR) is committed to "First Class Service." The vision of the MWR Star Service (a customer service training program) initiative is to go beyond just "good enough service" and transform Navy MWR worldwide from the top down into a "best in class" service leader where customer loyalty prevails. Our goal is for Navy MWR to be the Sailors' first choice for fitness and leisure.
Due to recent events and the current state of affairs we as all MWR's have had to shift the old ways to do business and become responsive to change. Ensuring that we are taking care of the military families on-board our base and creating a culture that allows our team members to become customer focus and driven could be what keeps MWR alive. It sounds simple and easy, however it takes time, patience, and total dedication. One step we have taken is to re-enforce the importance of catching our team members doing things right and rewarding them for their efforts. MWR NAS Jacksonville, with the guidance and development of Navy Headquarters (PERS-65) MWR's Training Branch, have put our arms around Star Service and gone the extra step. NAS Jacksonville has adopted several initiatives of PERS-65 by developing a new and improved awards and recognition program. The simplest things can go the greatest distance in awards and recognition; for example, identifying your team members as STARS!
On Thursday, August 16, 2001, MWR at NAS Jacksonville kicked off its "You're a Star" Peer Recognition Program. Employees nominated coworkers along with feedback from our customers' responses on comment cards, for extraordinary service. Once a month, "You're a Star" balloons and certificates are delivered to qualifying employees by a dedicated group of team members made up of Captain Mark S. Boensel, CO, NAS Jacksonville, Master Chief Chuck Lawson, Command Master Chief, NAS Jacksonville, the MWR Director and Deputy Director, and the Star Service support team. Balloons and certificates were delivered to the employees during working hours and announcements were made to grab the attention of everyone around. Every month, this program continues to put smiles on the faces of our team members and customers who witness the presentation.
Striving for Consistent Service
The next step we are taking is working with MWR Headquarters Training Branch and Achieve Global to create the first Regional Center for Excellence. By creating this Regional Center of Excellence, Navy Region Southeast strives to have consistent service throughout; and as our customers go from one duty station to the next, MWR will always be their first choice. The Regional Center for Excellence will help our region set up systematic procedures for not only training, but also feedback and measurement of our customers wants, needs and levels of satisfaction. The RCOE will help provide MWR with the tools needed to achieve the goal of "best in class service leader." As we have learned from Achieve Global, "Training alone will not change our culture ... we need reinforcement and recognition."
MWR at NAS Jacksonville has taken many strides to upgrade our programs and facilities to keep them in tune with the fast changing times. Some examples are our newly renovated Single Sailor Recreation Center, "Liberty Cove." The Recreation Center provides primarily for the leisure needs of single Sailors, but is open to all active duty personnel. The center offers Sailors with free Internet access from their choice of eighteen Computer workstations. Six interactive stations are set up for Nintendo, Play Station, and Sega Dreamcast. Sailors can relax in plush loungers and watch free movies provided by the Navy Motion Picture Movie Service. Sailors also enjoy weekly tournaments in billiards, ping-pong, or darts, to name a few, and travel on base trips to local attractions and tourist spots like Orlando, Cape Canaveral and Key West. …