1. Customer Satisfaction Management “Presentation to CSM working group
The way forward
“Presentation to CSM working group
Paris , 2 October ‘08”
Nick Thijs
Patrick Staes

2. overview Defining a strategy context Actors
The Primer as starting point
Next Steps: the way forward
Spreading and widening the (principles of the) Primer
Deepening (instruments/techniques) of the Primer
3. Planning
CAF Resource Centre at EIPA

3. Defining a strategy : 1. Context
DG resolution May 2008 :
“the DG’s greatly appreciate the significant work done in this area” ... “{the dg’s} support the intensions of expanding the document at the political/policy level to foster further development in this area”
10-11 July IPSG meeting (Paris)
link with mid-term plan “work related to CSM should focus on how to use the European version of the Primer”
Spreading and Widening
Deepening
The CSM – project is a long-term project
development of strategy on CSM during October CSM meeting
Mid-term programme
Conclusion on the context: positive overall climate towards work on CSM (past and future)
CAF Resource Centre at EIPA

4. Defining a strategy : 2. Actors
DG’s : resolutions & mid-term programme
IPSG : positive
CSM working group
Place on the agenda
CAF Resource Centre at EIPA

5. Combination of strategical and operational level – theory and practice
Defining a strategy : 3. The Primer as starting point
“…by this publication the place and the role of citizens/customers in customer satisfaction management is more clear, and public service organisations all over Europe have some practical guidelines on the way to Customer Satisfaction Management.”
Combination of strategical and operational level – theory and practice
Bringing in practical cases from all over Europe
Linking with other EUPAN (IPSG) work / products
Work on the Charters
Work on QC’s
Work on the CAF
CAF Resource Centre at EIPA
Covering (collaboration) various Presidencies !!!

6. 2. NEXT STEPS A project in line with the Mid-term Programme
The Mid-term programme 2008 – 2009 states:
“In general the work related to Customer Satisfaction Management should be focused on how to use the European Version of the Primer, which will include good practices from Member States. The aim is to demonstrate the relevance of customer focus and the role of the citizens in public service management; including how involvement can be brought about (customer insight techniques). Regarding customer focus, one objective is to improve knowledge about the use of Citizen Charters to help all public institutions dealing with the public.”
Spreading and widening the (principles of the) Primer
Deepening (instruments/techniques) of the Primer
CAF Resource Centre at EIPA

7. Customer satisfaction Customer satisfaction
THE WAY FORWARD: Spreading and Deepening
A. Spreading and widening the (principles of the) Primer B. Deepening (instruments/techniques) of the Primer
Customer satisfaction
management
CAF Resource Centre at EIPA
Customer satisfaction
measurement

8. A. Spreading the principles
CAF Resource Centre at EIPA

9. Points of discussion on spreading
CAF Resource Centre at EIPA
How to spread the principles
on National level(s) ?
on a European level ?

10. Aggregated table priorities of the techniques
B. Deepening the instruments / techniques
Aggregated table priorities of the techniques
CAF Resource Centre at EIPA

11. Some work has been done already (high 3 score)
CAF Resource Centre at EIPA
Some work has been done already (high 3 score)
Still a very high demand in collection
Good practices ?! Good 3 score/low 4 score

12. Points of discussion on deepening
CAF Resource Centre at EIPA
Which technique(s)?
How to deepen the technique(s) ?
Role of CSM group ?

13. Publication of the Primer for 5QC (English / French) Infoshop at 5QC
3. PLANNING
Publication of the Primer for 5QC (English / French)
Infoshop at 5QC
Future demand (also from CSM working group) on:
Spreading and widening the (principles of the) Primer
Deepening (instruments/techniques) of the Primer
Work during the next presidencies ( ) on spreading and deepening (mid-term planning in line with mid-term plan !!!)
CAF Resource Centre at EIPA

14. Contact CAF Resource Centre
Patrick Staes – Nick Thijs – Ann Stoffels – Lena Heidler
European Institute of Public Administration (EIPA)
Public Management and Comparative Public Administration Unit
O.L. Vrouweplein 22 NL BE Maastricht
Tel.:  253