HKI-SLAM’S CORE BELIEFS (CB 1-7) ABOUT SERVICE LEADERSHIP AND MANAGEMENT

SLAM’s Service Leadership & Management Curriculum Framework is based upon seven core beliefs about leadership, service, and service leadership. Po Chung intuited and refined the core beliefs since leaving the helm of DHL. Each core belief corresponds to a significant paradigm shift in a frame of reference that stakeholders must embrace and internalize before Hong Kong will achieve its rightful status as the Global Fount of Service Leadership.

The Framework contains essential content, skill, value and attitude stands and intended learning outcomes for each core belief.

Core Belief 5 –

“Service leadership is about creating appropriate personal service prepositions in real time and constantly striving to provide the highest quality service one afford to everyone one comes into contact with and whose lives are affected by one's actions or leadership.” - Po Chung 2011

According to Po Chung: 

The Server is the service. That is, the character and care of a service provider influences the service recipient’s judgments about service quality.

Judgments service recipients make about the competency, character, and care of a service provider have a significant impact on a service recipient’s judgments about the quality of a service transaction,which in turn, impacts resultant levels of loyalty and commitment.

More specifically in regards to service leadership, people in positions of power and authority that do not possess requisite task competency or who demonstrate behaviors that undermine subordinates or customers’ trust and respect are typically not judged to be effective leaders. Why? Because they lack the ability to inspire trust, respect, loyalty, and commitment.

HKI-SLAM embraces definitions of service leadership that include self-development efforts aimed at ethically improving one’s competencies and resources for the purpose of satisfying the needs of others (See: Core Belief 4).