Topic outline

  • Lesson 1: The WMO Strategy for Service Delivery

    This lesson introduces the WMO Strategy on Service Delivery:

    “This Strategy, which is both broad and flexible, seeks to do two things: (i) to serve as a tool for evaluating current service delivery practices, and (ii) to provide high-level guidance for developing more detailed methods and tools to better integrate users into the service delivery process.”

    WMO 1129 cover

    WMO-No. 1129, outlines the WMO's strategy to help NMHSs improve their standard of service delivery. There are six strategy elements, each detailing best practice for an NMHS to develop a service-oriented culture with a customer-centric approach to service delivery:

    Strategy element 1: Evaluate user needs and decisions
    Strategy element 2: Link service development and delivery to user needs
    Strategy element 3: Evaluate and monitor service performance and outcomes
    Strategy element 4: Sustain improved service delivery
    Strategy element 5: Develop skills needed to sustain service delivery
    Strategy element 6: Share best practices and knowledge

    While the entire document will be of interest to administrators and change agents, here we will focus on an overview of the six strategy elements and use one of the document's primary evaluation tools, the Service Delivery Progress Model, to assess your organization's current practice. 

    • Reading Assignment: Begin this lesson by downloading the following document and reading Part I, The WMO Strategy for Service Delivery, Chapters 1-4.

    • File icon
      WMO-No. 1129: WMO Strategy on Service Delivery File
      3.2 MB PDF document

      (available in other languages on the WMO Library site)

    • iconAssignment - Organizational Chart and Focal Points: 

      Find, update or create an organizational chart of your marine forecast services. See the Assignment link below for more details.

    • Assignment icon
      Organizational Chart and Focal Points Assignment
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    • iconAssignment - Assessment of Service Delivery Progress Model: Using the WMO- No. 1129: WMO Strategy on Service Delivery, APPENDIX 1: SERVICE DELIVERY PROGRESS MODEL, rank your current Marine Services offerings for strategy elements 1-5. See the Assignment link below for more details.

    • Assignment icon
      Assessment of Service Delivery Progress Model Assignment
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    • Service Delivery Forum: Use this Forum for any questions regarding the Service Delivery Progress Model. 

      After submitting your assessement, each participant is required to post at least one significant finding or impression regarding their Assessment of Service Delivery Progress Model.

    • Forum icon
      Service Delivery Forum
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    • Assignment: Interview with Marine Services Management: Interview at least one person responsible for managing your organization’s marine services and write a short summary of the interview. See the Assignment link below for more details. 

    • Assignment icon
      Interview with Marine Services Management Assignment
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    • Forum icon
      Interview Forum

      Use this Forum to share any questions in regards to conducting an interview. Optionally, once you have submitted your interview summary, share any key points or insights that you learned from your subject. 

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      Assignment - Case Study Forum

      Refer back to the case study you read at the start of this course. What are some of the stresses and risks for an NMHS and its staff when a marine disaster occurs?  How might you reduce those stresses and risks?

    • Forum icon
      Case Study Forum: Stresses and Risks
      View Make forum posts: 1