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Customer Results Down Lisburn Experience Jim Ferran Quality Manager

Customer Results Down Lisburn Experience Jim Ferran Quality Manager

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Page 1: Customer Results Down Lisburn Experience Jim Ferran Quality Manager

Customer ResultsDown Lisburn Experience

Jim FerranQuality Manager

Page 2: Customer Results Down Lisburn Experience Jim Ferran Quality Manager

Getting Started First major customer survey in 1993 Disability Services “Courageous” move Resistance

“We know we’re providing a good service”

“They’d complain, wouldn’t they?” “They don’t understand it, really!”

Fear

Page 3: Customer Results Down Lisburn Experience Jim Ferran Quality Manager

Getting Started

Problems Survey design

Bespoke Service-focussed

Sampling Unreliable data Dead customers – distress and

complaints Difficult to access

Page 4: Customer Results Down Lisburn Experience Jim Ferran Quality Manager

Getting Started OUTCOME

“Fair comment” ”Surprising results” “Action Plan” User involvement Fears allayed

Fairness Blame culture Value of the exercise

Page 5: Customer Results Down Lisburn Experience Jim Ferran Quality Manager

The Charter Mark Effect First Charter Mark 1995 – Speech and

Language Therapy 30+ in the next 5 years Customer results a requirement

Surveys Focus-groups “Friends-of” groups User and carer councils Complaints – ‘grumbles and gripes’

Page 6: Customer Results Down Lisburn Experience Jim Ferran Quality Manager

ISO 9001:2000

ISO 9000 used since 1996 Developing in parallel with Charter

Mark ISO 9001:2000 now requires

customer satisfaction and feedback – another driver

Page 7: Customer Results Down Lisburn Experience Jim Ferran Quality Manager

The EFQM influence

First full self-assessment 1998 Scope of results not Trustwide No trend information Benchmarking opportunities very

limited Targets? What targets?

Page 8: Customer Results Down Lisburn Experience Jim Ferran Quality Manager

Progress?

Increased survey activity Re-surveys undertaken Resource intensive Still bespoke surveys Little real impact on scope shortfall Self-assessment repeated in 2000

Page 9: Customer Results Down Lisburn Experience Jim Ferran Quality Manager

Bespoke Surveys – Pos & Neg

tailored to individual service needs

resource intensive design stage resource intensive analysis – every

survey needs individual set-up difficult to benchmark trends difficult to establish

Page 10: Customer Results Down Lisburn Experience Jim Ferran Quality Manager

The solution

“Modular” surveys Blocks of questions Based on Charter Mark principles

Information Consultation Choice Complaints Staff etc.

Pic’n’mix methodology Analysis templates Easy internal benchmarking and trendline

generation

Page 11: Customer Results Down Lisburn Experience Jim Ferran Quality Manager

Real Progress

Modular system piloted in late 2000

Full implementation in 2001 Huge increase in survey activity Internal benchmarking Trends developing Targets still limited

Page 12: Customer Results Down Lisburn Experience Jim Ferran Quality Manager

Next Steps

Self-assessment in 2005 No award application Fundamental re-think of customer

results Benchmarking!!

Page 13: Customer Results Down Lisburn Experience Jim Ferran Quality Manager

The Future

Review of Public Administration SEAT - new organisation, new

challenges Performance management Onward and upward

Page 14: Customer Results Down Lisburn Experience Jim Ferran Quality Manager

ANY QUESTIONS?

Thank you for your attention!