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Moving Forward with Third Party Feedback How quality standards and frameworks can help.
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Transcript of Moving Forward with Third Party Feedback How quality standards and frameworks can help.
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Moving Forward with Third Moving Forward with Third Party FeedbackParty Feedback
How quality standards and How quality standards and frameworks can helpframeworks can help
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Standards and Standards and frameworksframeworks
What are they good for?What are they good for?
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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
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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
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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
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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
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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
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ChartermarkChartermark UK based StandardUK based Standard
www.chartermark.gov.ukwww.chartermark.gov.uk
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Australian Business Excellence Australian Business Excellence FrameworkFramework
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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
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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
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QuestionsQuestions