Moving Forward with Third Moving Forward with Third Party FeedbackParty Feedback

How quality standards and How quality standards and frameworks can helpframeworks can help

Standards and Standards and frameworksframeworks

What are they good for?What are they good for?

A focus on the V,M,G’sA focus on the V,M,G’s

Input / outputInput / output

or or

Quality, effectiveness, efficiency, Quality, effectiveness, efficiency, perceived value for effortperceived value for effort

Balanced ScorecardBalanced Scorecard

A tool to aid:A tool to aid: Translating the visionTranslating the vision Communicating the visionCommunicating the vision Business PlanningBusiness Planning Review and learningReview and learning

A focus on 4 dimensions:A focus on 4 dimensions: Financial, Customer, Internal Business Financial, Customer, Internal Business

Processes, Learning and GrowthProcesses, Learning and Growth

Investors in PeopleInvestors in People

4 Key Principles:4 Key Principles:

Commitment, Planning, Action, Commitment, Planning, Action, EvaluationEvaluation

Examples of indicatorsExamples of indicators• The development of people is aligned The development of people is aligned

with the organisation’s aims and with the organisation’s aims and objectivesobjectives

• The development of people improves The development of people improves the performance of the organisationthe performance of the organisation

International Customer Service International Customer Service StandardStandard

The 4 perspectives focus is not just The 4 perspectives focus is not just on the customer, but also addresses on the customer, but also addresses the internal workings and the internal workings and infrastructure of the organisation; infrastructure of the organisation; those that are essential in order to those that are essential in order to deliver outstanding service … and deliver outstanding service … and bring real value to the organisationbring real value to the organisation

Examples of criteriaExamples of criteria

The organisation has a customer The organisation has a customer service charterservice charter

A focus on customer service is A focus on customer service is driving improved operating efficiencydriving improved operating efficiency

The organisation utilises technology The organisation utilises technology to enhance customer transactionsto enhance customer transactions

ChartermarkChartermark UK based StandardUK based Standard

www.chartermark.gov.ukwww.chartermark.gov.uk

Australian Business Excellence Australian Business Excellence FrameworkFramework

Describe the systems and Describe the systems and processesprocesses

►1.2 Organisational culture1.2 Organisational culture►3.1 Collection and interpretation of 3.1 Collection and interpretation of

data and informationdata and information►5.2 Customer relationship 5.2 Customer relationship

managementmanagement►6.4 Quality of products and services6.4 Quality of products and services►7.1 Indicators of success7.1 Indicators of success

Can standards and frameworks Can standards and frameworks help you move forward?help you move forward?

Challenge current views and Challenge current views and perceptionsperceptions

Provide insight to ‘means’ not just Provide insight to ‘means’ not just solutionssolutions

Collective learnings of proven good Collective learnings of proven good and best practicesand best practices

QuestionsQuestions