Moving Forward with Third Party Feedback

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Moving Forward with Third Party Feedback

• How quality standards and frameworks can help

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Standards and frameworks

• What are they good for?

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A focus on the V,M,Gs

• Input / output
• or
• Quality, effectiveness, efficiency, perceived
  value for effort

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Balanced Scorecard

• A tool to aid
• Translating the vision
• Communicating the vision
• Business Planning
• Review and learning
• A focus on 4 dimensions
• Financial, Customer, Internal Business Processes,
  Learning and Growth

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Investors in People

• 4 Key Principles
• Commitment, Planning, Action, Evaluation
• Examples of indicators
• The development of people is aligned with the
  organisations aims and objectives
• The development of people improves the
  performance of the organisation

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International Customer Service Standard

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

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Examples of criteria

• The organisation has a customer service charter
• A focus on customer service is driving improved
  operating efficiency
• The organisation utilises technology to enhance
  customer transactions

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Chartermark

• UK based Standard
• www.chartermark.gov.uk

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Australian Business Excellence Framework
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Describe the systems and processes

• 1.2 Organisational culture
• 3.1 Collection and interpretation of data and
  information
• 5.2 Customer relationship management
• 6.4 Quality of products and services
• 7.1 Indicators of success

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Can standards and frameworks help you move
forward?

• Challenge current views and perceptions
• Provide insight to means not just solutions
• Collective learnings of proven good and best
  practices

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Questions