Jim Imperatrice Chief Clerk

Kings County Supreme Court

Quality ServiceQuality Service

New York StateNew York StateUnified Court Unified Court

SystemSystem

Private vs. GovernmentPrivate vs. GovernmentCustomer Service vs. Quality ServiceCustomer Service vs. Quality Service

• Make $$$$$

• Customer return

• Value the customer

• 90% vs. 10%

• Indictment

• Never Again

• Value Self

• 10% vs. 90%

Quality Service

EQ

Character Motivation

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E

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QS

PHINEASGAGE

Quality Service

Self Awareness - Attitude

Empathy – Social Awareness

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EMPATHYEMPATHYSOCIAL AWARENESSSOCIAL AWARENESS

ChangesChangesExpectationsExpectationsPerceptionsPerceptions

CHANGECHANGE

• CourtsCourts

• SocietySociety

• TechnologyTechnology

• YouYou

Changes in the CourtsChanges in the Courts

Standardized Court SystemStandardized Court System

Master Calendar SystemMaster Calendar System

Individual Assignment System Individual Assignment System (IAS)(IAS)

Problem Solving CourtsProblem Solving Courts

CommunicationCommunication

MoviesMovies

MEALSMEALS

• Home Cooked MealsHome Cooked Meals

• Microwaved MealsMicrowaved Meals

• Fast Food Restaurants Fast Food Restaurants “Have It Your Way”“Have It Your Way”

EXPECTATIONSEXPECTATIONS

SpeedSpeed

ConvenienceConvenience

CourtesyCourtesy

PERCEPTIONSPERCEPTIONS

Comment Card DisplayComment Card Display

Quality Service

ResponsibilityValueIntegrityCommitmentEnergy

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Q

Character

Motivation

Self Awareness - Attitude

Empathy – Social Awareness

MY PHILOSOPHY

What Does Yours Say?

Thank You !

The Seven Habits Of Highly Effective People The 8th Habit By Stephen R. Covey By Stephen R. Covey

Being In Balance Becoming A Better You Joel Osteen Dr. Wayne Dyer

What To Say and How To Say It The Secret Sidney Hurlbert Rhonda Byrne

The Power Of Positive Thinking Don’t Sweat The Small Stuff Dr. Norman Vincent Peale Dr. Richard Carlson

The FISH Philosophy Phineas Gage – A Gruesome but True Story Charthouse Learning Publications John Fleischman