Using Customer Feedback to Ensure Performance Excellence Dr. Yvonne Simmons Howze Section Director...

Using Customer Feedback to Ensure Performance

Excellence

Dr. Yvonne Simmons Howze

Section Director

Health Information and Vital Statistics

Department of State Health Services

Performance Excellence

Conceptual Framework

• Leadership/Followership

• Planning

• Teaming/Valuing

• Data Collection, Analysis and Reporting

Performance Excellence

W3/W4

Who Are Our Customers?

What Do They Want?

What Can We Reasonably and Feasibly Do About What They Want?

What Are They Holding Us Accountable For?

Performance ExcellenceCustomer Segments

BLAIs

• Employees• Vendors• Buyers

(of records)

Timeliness

Accuracy

Empathy

Courteousness

Performance Excellence

MeasuresTimeliness/Responsiveness

• Cycle Time

Accuracy

• Getting it right

• Getting it right the first time

Performance Excellence

MeasuresEmpathy

• I need this because…• I need this now because…

CourteousnessVoice and Tone

Polite Manner/Civil

Performance Excellence

Types of Measures

Quantitative

Effectiveness (#s, %, rates)

• Efficiency ($)

Qualitative

• Impact (How did it change lives?)

Performance Excellence

Two Main Types of Research

Basic

Surveys, Interviews

Applied

Focus Groups

Performance Excellence

Types of Questions

Multiple Choice

Dichotomous

Open-Ended

Performance Excellence

Surveys (Basic Research)

• To determine level of customer satisfaction

• To increase customer loyalty

• To improve operations

Performance Excellence

Quantitative

Surveys

– Pencil and Paper– Electronic/On-line– Telephone– Face-to-Face

Performance Excellence

Constructing Simple Surveys

Elements:

Protocol/ Administration

Format

Content

Language

Measurement

Performance Excellence

Samples and Examples

Performance Excellence

Considerations for Surveys

• Personalized (Name, e-mail address, etc.)

• Stated Purpose

• Similar Rating Scale

• Comments Section

• How/Where to Submit

• Thanks for Completion

Performance Excellence

Focus Groups (Applied Research)

To drill-down on a particular topic

To verify or clarify survey results

To create an interactive opportunity in a more relaxed setting

Performance Excellence

Focus Groups

Open-ended Questions Only

6-8 people preferred

Participants should be hand-selected, but have a common interest in

topic

Need a Facilitator and a Scribe

Should record the session

No more than 2 hours

Performance Excellence

So What?

Systematic—on-going effort

Scientific—data collected, analyzed, and reported

Everybody involved

Performance Excellence

Systematic (on-going)

Baseline

Targets

Trends

Comparisons

Special versus Common Causes

Performance Excellence

The CORE

• Operational Insights

• Evidence of Impact

• Reporting and Distributing

• Continuous Improvement

Performance Excellence

How can you speak of the ocean

if you never leave the pond?

Performance Excellence

Dr. Yvonne Simmons Howze

512/458-7437

yvonne.howze@dshs.state.tx.us