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Customer ResultsDown Lisburn Experience
Jim FerranQuality 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
Getting Started
Problems Survey design
Bespoke Service-focussed
Sampling Unreliable data Dead customers – distress and
complaints Difficult to access
Getting Started OUTCOME
“Fair comment” ”Surprising results” “Action Plan” User involvement Fears allayed
Fairness Blame culture Value of the exercise
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’
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
The EFQM influence
First full self-assessment 1998 Scope of results not Trustwide No trend information Benchmarking opportunities very
limited Targets? What targets?
Progress?
Increased survey activity Re-surveys undertaken Resource intensive Still bespoke surveys Little real impact on scope shortfall Self-assessment repeated in 2000
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
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
Real Progress
Modular system piloted in late 2000
Full implementation in 2001 Huge increase in survey activity Internal benchmarking Trends developing Targets still limited
Next Steps
Self-assessment in 2005 No award application Fundamental re-think of customer
results Benchmarking!!
The Future
Review of Public Administration SEAT - new organisation, new
challenges Performance management Onward and upward
ANY QUESTIONS?
Thank you for your attention!