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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?
