Tài liệu aspa_workshop_05-24-00customersatisfactionmeasurement pptx

“Changing Culture by Changing the Conversation” May 2000 Drive Change Don’t Just Measure It 2 Change? Why not? Fear of Performance Measurement Resistance Agency vs. Third-party Validations 3 Reinvention Phase I - President Clinton brought the quality revolution to government (‘93) Phase II - Fan flames of change (‘94- ’98) Phase III - Drive culture change through measurement (‘99-2000) 4 Excellence in Customer Satisfaction Initiative 1993 Executive Order - ask customers what they want and develop standards to deliver GPRA - develop performance measures Balanced measures 5 Senior Executive Service Performance Measures Performance management regulations and bonus criteria are being revised to incorporate: Employee Satisfaction Customer Satisfaction Business Results 6 EMPLOYEE SATISFACTION: Comparison with Private Industry Norms 45% 42% 41% 62% 62% 60% 0% 20% 40% 60% 80% 100% % Satisfied/Very Satisfied 28. Considering everything, how satisfied are you with your job? 30. How satisfied are you with the recognition you receive for doing a good job? 1998 Data Private Industry Norms 1999 Data 7 Customer Orientation 1. There are service goals aimed at meeting customer expectations. 2. There are well-defined systems for linking customers’ feedback and complaints to employees who can act on the information. 3. Managers communicate the organization’s mission, vision, and values. 28. Is your organization working to streamline its regulatory program to make it more readable and customer-focused? 12. Employees receive training and guidance in providing high-quality customer service. Both Years: R=.66, R =.44 2 EMPLOYEE SATISFACTION: The Best Predictors of Customer Orientation 1999/1998 1998 O N L Y * *This item was a predictor of Customer Orientation only in 1998 8 CUSTOMER SATISFACTION: American Customer Satisfaction Index (ACSI) Partnership - University of Michigan, American Society for Quality and Arthur Andersen Not a survey, a sophisticated interactive INDEX Provides diagnostic information Government-wide Index in 1999 was 68.6 - 9 INPUTS INPUTS ACSI ACSI OUTCOMES OUTCOMES CUSTOMER SATISFACTION: Example Index Result CUSTOMER SATISFACTION (ACSI) CUSTOMER SATISFACTION (ACSI) TRUST TRUST CUSTOMER COMPLAINTS CUSTOMER COMPLAINTS PERCEIVED QUALITY PERCEIVED QUALITY CUSTOMER EXPECTATIONS CUSTOMER EXPECTATIONS Overall Overall Satisfaction Confirm/ Disconfirm Expectations Comparison to Ideal Complaint Behavior PROCESS PROCESS INFORMATION INFORMATION CUSTOMER SERVICE CUSTOMER SERVICE Timeliness Courtesy Clarity Usefulness Accessibility Advocacy Confidence Professionalism 90 0.6 0.8 1.5 2.1 70 80 80 70 0.0 3.8 -3.4 4.2 80 25% 0.4 75 7.4 9.4 7.6 7.2 8.0 9.2 8.7 8.7 8.9 7.9 7.6 7.8 8.3 10 Favorable national and local press U.S. Mint has benefited since 1994 FAA Plain Language Initiative Student Financial Assistance, NASA - GPRA CUSTOMER SATISFACTION : Federal Agency Experiences