ppt课件-customer feedback（客户反馈）.pptVIP

Using Customer Feedback to Ensure Performance Excellence Dr. Yvonne Simmons Howze Section Director Health Information and Vital Statistics Department of State Health Services Performance Excellence Conceptual Framework Leadership/Followership Planning Teaming/Valuing Data Collection, Analysis and Reporting Performance Excellence W3/W4 Who Are Our Customers? What Do They Want? What Can We Reasonably and Feasibly Do About What They Want? What Are They Holding Us Accountable For? Performance Excellence Performance Excellence Measures Timeliness/Responsiveness Cycle Time Accuracy Getting it right Getting it right the first time Performance Excellence Measures Empathy I need this because… I need this now because… Courteousness Voice and Tone Polite Manner/Civil Performance Excellence Types of Measures Quantitative Effectiveness (#s, %, rates) Efficiency ($) Qualitative Impact (How did it change lives?) Performance Excellence Two Main Types of Research Basic Surveys, Interviews Applied Focus Groups Performance Excellence Types of Questions Multiple Choice Dichotomous Open-Ended Performance Excellence Surveys (Basic Research) To determine level of customer satisfaction To increase customer loyalty To improve operations Performance Excellence Quantitative Surveys Pencil and Paper Electronic/On-line Telephone Face-to-Face Performance Excellence Constructing Simple Surveys Elements: Protocol/ Administration Format Content Language Measurement Performance Excellence Samples and Examples Performance Excellence Considerations for Surveys Personalized (Name, e-mail address, etc.) Stated Purpose Similar Rating Scale Comments Section How/Where to Submit Thanks for Completion Performance Excellence Focus Groups (Applied Research) To drill-down on a particular topic To verify or clarify survey results To create an interactive opportunity in a more relaxed setting Performance Excellence Focus Groups Open-ended Questions Only