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    Kuchan, Foster sign pledge to workforce during town hall

    FORT CAMPBELL, KY, UNITED STATES

    08.23.2017

    Story by Leejay Lockhart 

    Fort Campbell Public Affairs Office

    FORT CAMPBELL, Ky. – Wednesday’s garrison town hall was the first hosted by Col. Joseph P. Kuchan during his tenure as Fort Campbell garrison commander, which began in June.

    During the town hall Aug. 23, 2017, at Wilson Theater, Kuchan and Command Sgt. Maj. Noel Foster, garrison senior enlisted adviser, signed the U.S. Army Installation Command Service Culture Initiative leadership pledge, laying the foundation to implement the program at Fort Campbell.

    The town hall started with garrison leadership presenting awards and recognizing employees for their dedication and the contributions they have made while working for the federal government.

    Jonathan Hunter, deputy to the garrison commander for Fort Campbell, introduced the Service Culture Initiative campaign to those assembled at the town hall and Lt. Gen. Kenneth R. Dahl, IMCOM commander, explained the purpose for implementing the campaign via a recorded message to the workforce. Dahl described IMCOM as both unique and having a vital purpose for the Army, which touches every Soldier and every Family. The Service Culture Initiative will help define IMCOM as an organization, because customer service is part of everything IMCOM does, Dahl said.

    “We’re going to start a campaign here and I need your help with it and we’re going to sustain it long term,” Dahl said. “So this is not going to go away. This is going to be a part of who IMCOM is and how we operate going forward.”

    The program is made up of several components – onboarding, recognition, training and leader engagement. Those components acting together will build a sense of belonging and will enable IMCOM to deliver world class customer service, Dahl said.

    A major thrust of the campaign will be to take care of employees, and the program will work to better integrate new employees, so those employees can start adding value as productive professionals sooner.

    “What you do is so vital in support of our Soldiers, and our Families and our senior commanders in the mission that they perform. When you do it well, we ought to recognize that. We ought to show that we value that and respect your contribution.

    However, besides recognizing everybody when they have done something well, Dahl said, IMCOM must hold individuals who are falling short accountable and then help them improve.

    The organization will provide help to its employees through investing in them. Dahl calls this Operation Excellence, and he said IMCOM is “committed to providing to each and every” employee the customer service training they need.

    To help reinforce this commitment is the leadership pledge and the pledge to the customers. The customer pledge will let customers know exactly what to expect from IMCOM employees.

    “They should expect we will go the extra mile, that we will answer their questions, that we will be in a good disposition,” Dahl said. “It’s professional customer service, and what you’ll see when you review these pledges is a lot of this stuff is just Leadership 101. As well as we know it, we’re not always putting it into practice and that is what this is all about. It is a reminder. It’s a recommitment to it.”

    Hunter said garrison employees would begin to see the leadership pledge in all the work areas where employees can see it and the customer service pledge will prominently appear where customers can see it. The customer service pledge is double-sided so that both the customer and the employee can see the pledge and it will serve as a constant reminder of the commitment to taking care of the customer.

    The Service Culture Initiative serves as a guide to IMCOM’s 50,000 civilian employees spread across 75 installations with a $9 billion annual budget to passionately and professionally provide world class customer service, Dahl stated.

    During the remainder of the town hall Kuchan interacted with the assembled employees, telling them about himself, as well as answering questions.

    Kuchan described himself as a naturally curious person, who asks questions and tries to learn what problems and challenges his subordinates face so he can provide help. Kuchan said one of his expectations is that employees take initiative and go beyond just making Fort Campbell’s garrison operations and services run smoothly. He challenged employees to use their knowledge and expertise about their jobs and think about ways to provide a better service and take action.

    Kuchan said if employees can make a decision to make something better he will support their action.

    “As I’ve walked around and interacted with all of you, my expectation … is that you are professionals and experts,” he said. “That is what I’ve seen.”

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    NEWS INFO

    Date Taken: 08.23.2017
    Date Posted: 08.25.2017 15:32
    Story ID: 246074
    Location: FORT CAMPBELL, KY, US

    Web Views: 56
    Downloads: 0

    PUBLIC DOMAIN