Re: REQUEST: Measuring service quality in social service

[Bob Adsett <bob.adsett@lineone.net>]

David

You ask if there is an instrument that you could use to measure service
quality -- I believe that there is such a device it is called a customer.
They are the only people who can evaluate the quality of your service - if
you want to find out how well you are doing, start by engaging listening
mode. 

Take the time to ask all your customers internal (staff) and external
recipients of your service, seek to find out what you are delivering that
they don't need or want, and what you are not delivering that they need.
You need to clarify your purpose in the eyes of your customers and seek to
appraise your organisation from the outside-in (from a customer's
perspective). When you have a clear view of what your customers are looking
for against your current service then you have the starting point for
engaging an improvement cycle following a PDSA (Plan-Do-Study-Act).

For a detailed explanation see the work of Peter R. Scholtes - The Leaders
Handbook.

If you are looking for a quick fix free on-line take a look the 6 Steps, and
the comments on Best Value at John Seddon's (Vanguard) website at:

http://www.lean-service.com/


Hope this helps

Bob


-- 
Bob Adsett
11 Fernbank Drive
Bingley, Yorkshire
UK BD16 4HB

Tel. +44 (0) 1274 779 502          Mobile +44 (0) 7980 85 22 34