Customer service health check

gears

Overview Various customer service resources. Also known as The tool Council’s Customer Service Toolkit http://intranet.argyll-bute.gov.uk/cstoolkit Council’s Customer Service Health Check http://intranet.argyll-bute.gov.uk/resources/customer-service-health-check [KS – link broken, couldn’t find it] Customer Service Excellence https://www.customerserviceexcellence.uk.com/ Why use it When to use it How to use it Strengths Weaknesses Similar to Use in conjunction with Complemented by Example(s) Additional […]

Benchmarking

gears

Overview Benchmarking is the comparison of business processes and performance with those of other organisations in order to see how well you are doing in relation to others.  Also known as The tool Benchmarking may: Be used as a learning tool, and may be used to identify areas for business improvement. Help you open up […]

Benefits realisation

gears

Overview Benefits realisation makes sure the potential benefits of a project or programme of change are achieved. Benefits realisation helps you identify, define, measure, and monitor the improvements you make when carrying out improvement or change projects. Also known as The tool Stages of a project Questions you need to ask Benefits review plan Stages […]

PDSA cycle

gears

Overview The Plan-Do-Study-Act (PDSA) Cycle is used to help conceptualise the process of continuous, and iterative, improvement. Also known as Deming cycle. Improvement cycle. Plan-Do-Check-Act (PDCA) cycle. The tool The model ensures impacts of incremental improvement actions are monitored, measured, learned from, and responded to in appropriate ways. The four stages of the cycle are […]

Customer journey mapping

gears

Overview Customer journey mapping enables you to track and describe the experience of the customer against the experience that: You aspire to provide to the customer The customer expects to receive. Also known as Service blueprinting Customer experience mapping The tool Customer journey mapping tracks experiences from the customer’s point of view from the beginning […]