ILM Level 5.02: Managing Improvement Rutland Building, 17 th February 2014 Dr Graham Walton, Head of Planning and Resources, Loughborough University Library Overall aim is to explore how Customer Services Excellence (CSE) and Investors in People (IIP) used in Library to improve quality Customer Services Excellence – what it is, what Library did and what resulted Investors in People – Going for Gold - what it is, what Library did and what resulted Reflections on positive and ‘challenging’ aspects of CSE and IIP
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ILM Level 5.02: Managing Improvement Rutland Building, 17 th February 2014 Dr Graham Walton, Head of Planning and Resources, Loughborough University Library.
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ILM Level 5.02: Managing ImprovementRutland Building, 17th February 2014
Dr Graham Walton, Head of Planning and Resources, Loughborough University Library
Overall aim is to explore how Customer Services Excellence (CSE) and Investors in People (IIP) used in Library to improve quality
Customer Services Excellence – what it is, what Library did and what resulted
Investors in People – Going for Gold - what it is, what Library did and what resulted
Reflections on positive and ‘challenging’ aspects of CSE and IIP
CSE is focusing on organization's customers
Customer Services Excellence: what it is
http://www.customerserviceexcellence.uk.com/“The Government wants services for all that are efficient, effective, excellent, equitable and empowering – with the citizen always and everywhere at the heart of service provision…Customer Service Excellence was developed to offer services a practical tool for driving customer-focused change within their organisation”Customer Service Excellence is designed to operate on three distinct levels: driver of continuous improvement, skills development tool and as an independent validation of achievement.
Provide evidence to show the Library meets 57 criteria under the following broad headings:
1. Customer Insight
2. Leadership, policy and culture
3. Information and access
4. Delivery
5. Timeliness and quality of service
Host assessor for two days and set up meetings with customers to allow judgement to me made
Have follow up meeting one year later to show progress made on areas of concern
Example of findings showing levels of compliance
Criterion Sub-
CriterionElement Non
CompliantPartialCompliance
Compliant CompliancePlus
1 1.1 1.1.1 X
1.1.2 X
1.1.3 X
1.2 1.2.1 X
1.2.2 X
1.2.3 X
1.3 1.3.1 X
1.3.2 X
1.3.3 X
1.3.4 X
1.3.5 X
How the compliance is shown
Compliance Plus. •Element 1.1.1.: You have an in-depth understanding of your current and potential customer groups based on recent and reliable information
Partial Compliance.•Element 1.3.4. You set challenging and stretching targets for customer satisfaction and your levels are improving•Element 1.3.5. You have made positive changes to services as a result of analysing customer experience, including improved customer journeys
Areas for continuous development.• Element 1.1.1 Consider how to, more accurately, know about the number of non-student users.
Outcome of CSE accreditation
• Of the 57 detailed criteria, the Library was considered to be Compliance Plus in 5 elements, where we had performed in an ‘innovative, market leading way’.
• Our assessor, David Melton, stated in his report:• “The commitment of the management team, and the whole staff, to
deliver the best possible service to all users is totally apparent. The continuing amount of customer-led improvements is impressive... and that customer service is at the heart of everything they do.”
CSE identified compliance plus areas:
The areas where the Library was compliant plus were:
Element 1.1.1 You have an in depth understanding of the characteristics of your current and potential customer groups based on current and reliable informationElement 2.2.1 Your corporate commitment of putting the customer a the heart of service deliveryElement 2.1.6 You empower and encourage all employees to actively promote and participate in the customer-focused service culture of your organisationElement 2.2.1 You can demonstrate your commitment to developing and delivering customer focused services through your recruitment, training and development policies for staffElement 2.2.2 Your staff are polite and friendly to customers and have an understanding of customer needs
CSE identified non compliance and areas for continuous development Non complianceElement 1.3.4. You need to publicise KPIs and the results on web pages and inform students of your success.Element 1.3.5.: You will need to map customer journeys before this element can become fully compliant.Element 3.2.2.: Students have not received or understood elements of the information described in the text.Element 3.2.4.: Customers views on the accuracy of information vary, which leads to partial, compliance here.Element 3.3.3. The lack of electricity sockets mean that students do not find the library to be a comfortable place to work.Element 4.2.2.: There were complaints from the focus groups about some elements of service not being delivered, as promised.Element 5.2.1. Students are not fully aware of your KPIs or Mystery shopper results
Areas for continuous development.Element 1.1.1 Consider how to, more accurately, know about the number of Element 3.2.1Students’ views in focus group sessions do not prove that they fully approve of the ways in which they receive information, such as the results of surveys.You should consider providing written evidence for the 1st Year CCR, that you review your complaints procedure, and publish the results of the process.As part of their remit, the CS Group will be tasked with reviewing our complaints procedure and the feedback we have been given.
CUSTOMER SERVICE EXCELLENCE ONTINUOUS COMPLIANCE REPORT for LOUGHBOROUGH UNIVERSITY LIBRARY SERVICES : 31st October 2013
“As a result of the implementation of a thorough action plan (Progress on Action Plan) the University Library have addressed all 7 Partial Compliances from the Initial Assessment to the extent that all have now been removed”
IIP is focusing on organization's staff
Investors in People : what it is and what Library did (Internal looking at staff)http://www.investorsinpeople.co.uk/Pages/Home.aspx
“Investors in People specialises in transforming business performance through people. Our mission is to help you achieve the results you want by focusing all our work on your business objectives, and acting as a critical friend so that you maintain continuous improvement.”Evidence gathered through interviews held with around 30 out of 85 staff where focus is 10 broad areas (can be subdivided into c. 200 requirements)IIP awarded in 2004, 2007, 2010 and 2013