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Enhancing Customer Results: A Success Story in Quality Management

Explore the journey of improving customer results through surveys, bespoke services, Charter Mark, ISO standards, and EFQM influence. Learn about the transition to modular surveys, real progress, and future steps for continuous improvement in customer experience.

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Enhancing Customer Results: A Success Story in Quality Management

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  1. Customer ResultsDown Lisburn Experience Jim Ferran Quality Manager

  2. 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

  3. Getting Started • Problems • Survey design • Bespoke • Service-focussed • Sampling • Unreliable data • Dead customers – distress and complaints • Difficult to access

  4. Getting Started • OUTCOME • “Fair comment” • ”Surprising results” • “Action Plan” • User involvement • Fears allayed • Fairness • Blame culture • Value of the exercise

  5. 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’

  6. 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

  7. The EFQM influence • First full self-assessment 1998 • Scope of results not Trustwide • No trend information • Benchmarking opportunities very limited • Targets? What targets?

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

  9. 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

  10. 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

  11. Real Progress • Modular system piloted in late 2000 • Full implementation in 2001 • Huge increase in survey activity • Internal benchmarking • Trends developing • Targets still limited

  12. Next Steps • Self-assessment in 2005 • No award application • Fundamental re-think of customer results • Benchmarking!!

  13. The Future • Review of Public Administration • SEAT - new organisation, new challenges • Performance management • Onward and upward

  14. ANY QUESTIONS? Thank you for your attention!

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