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DEVELOPING INTERNAL RELATIONSHIPS -. Reflecting this Externally. Rhonda Skelton Lake Macquarie City Council. Strong internal relationships. Body of Academic Knowledge. Drucker Peter Senge Total Quality Management Deeming Balanced Scorecard Six Sigma Improving Customer Satisfaction.

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    1. DEVELOPING INTERNAL RELATIONSHIPS - Reflecting this Externally Rhonda Skelton Lake Macquarie City Council

    2. Strong internal relationships

    3. Body of Academic Knowledge • Drucker • Peter Senge • Total Quality Management • Deeming • Balanced Scorecard • Six Sigma • Improving Customer Satisfaction

    4. Have you ever worked? • Where a strict ‘silo’ mentality exists and co-operation and collaboration is limited? • Dreading meetings with other departments • Inconsistent application of policies and processes • Low morale, job satisfaction and personal commitment

    5. “For consistent improved internal relationship building and its recognised quality outcomes, it cannot be left to chance?”

    6. Internal Customers – working for and serving each other Definition • Is anyone within an organisation who at any time is dependant on anyone else in the organisation.

    7. Internal Relationship Building • Three Success drivers • Customer Service Unit Strategy 2007 -2010 • Service Level Agreements • Inter-departmental Field ‘Buddy’ trips

    8. Customer Service Unit Strategy

    9. Customer Service Unit Strategy 2007-2010

    10. Key Focus Area – Internal Partnerships

    11. Formalising the Relationship Service Level Agreements formalise the relationship between the CSC and other departments • Identify and define the customer’s needs • Provide a framework for understanding simplify complex issues • Reduce areas of conflict • Encourage discussion in the case of disputes • Eliminate unrealistic expectations.

    12. Steps in SLA creation • First time is a lengthy process but worthwhile • Identify customers and what they do • Meet and consult with key personnel or whole of team. Brainstorm using white board etc. • Know the capability of your team, budget and available infrastructure including systems and finance availability. • Know service time constraints and availability

    13. Topic Headings – Part A • Overview • Statement of Purpose • Reporting Breaches • Dispute Resolution • Effective Dates • Definitions • Generic performance targets and reporting

    14. SLA Topic Headings (Part B) • Services to be provided • Responsibilities of both parties • Standard of service delivery expected • Resources needed – and who provides them • Method of Feedback • SLA Review process

    15. Out for the day- buddy field trips

    16. WER (Rangers) – CSC program • OH & S induction to the section • Introduction to management and Admin tools used • Workflow discussion • User experience with Councils corporate CRM system • Staff member accompanies rangers out on the field.

    17. Other positive outcomes of the Buddy Program • Familiarity of the other departments way of working. • Streamlined service for the external customer • Reciprocal appreciation

    18. Establishing a buddy program • Coordination • Support • Structure • Rosters

    19. Cross functional crisis management

    20. Advantages to the external customer • Improved first call resolution rate – Currently 87% of all calls answered by the CSC staff • Increased knowledge of Ranger tasks enable CSO’s to manage calls more effectively and confidently & manage customer expectations. • Manage customer expectations appropriately • Greater appreciation of the other dept and less likely to ‘blame’ the other department to the customer

    21. Departments taking part • Customer Service Unit – CSC and Records • Civil Lake & Admin – Depot • WER – Waste, Environment and Rangers • Development and Compliance • Asset Management

    22. Contact Rhonda Skelton Customer Service Unit Manager Lake Macquarie City Council Phone: (02) 4921 0172 Email: raskelton@lakemac.nsw.gov.au