1. Using Customer Feedback to Ensure Performance Excellence
Dr. Yvonne Simmons Howze
Section Director
Health Information and Vital Statistics
Department of State Health Services

2. Performance Excellence
Conceptual Framework
Leadership/Followership
Planning
Teaming/Valuing
Data Collection, Analysis and Reporting

3. Performance Excellence
W3/W4
Who Are Our Customers?
What Do They Want?
What Can We Reasonably and Feasibly Do About What They Want?
What Are They Holding Us Accountable For?

4. Performance Excellence
Customer Segments
BLAIs
Employees
Vendors
Buyers
(of records)
Timeliness
Accuracy
Empathy
Courteousness

5. Performance Excellence
Measures
Timeliness/Responsiveness
Cycle Time
Accuracy
Getting it right
Getting it right the first time

6. Performance Excellence
Measures
Empathy
I need this because…
I need this now because…
Courteousness
Voice and Tone
Polite Manner/Civil

7. Performance Excellence
Types of Measures
Quantitative
Effectiveness (#s, %, rates)
Efficiency ($)
Qualitative
Impact (How did it change lives?)

8. Performance Excellence
Two Main Types of Research
Basic
Surveys, Interviews
Applied
Focus Groups

9. Performance Excellence
Types of Questions
Multiple Choice
Dichotomous
Open-Ended

10. Performance Excellence
Surveys (Basic Research)
To determine level of customer satisfaction
To increase customer loyalty
To improve operations

11. Performance Excellence
Quantitative
Surveys
Pencil and Paper
Electronic/On-line
Telephone
Face-to-Face

12. Performance Excellence
Constructing Simple Surveys
Elements:
Protocol/ Administration
Format
Content
Language
Measurement

13. Performance Excellence
Samples and Examples

14. Performance Excellence
Considerations for Surveys
Personalized (Name, address, etc.)
Stated Purpose
Similar Rating Scale
Comments Section
How/Where to Submit
Thanks for Completion

15. Performance Excellence
Focus Groups (Applied Research)
To drill-down on a particular topic
To verify or clarify survey results
To create an interactive opportunity in a more relaxed setting

16. Performance Excellence
Focus Groups
Open-ended Questions Only
6-8 people preferred
Participants should be hand-selected, but have a common interest in topic
Need a Facilitator and a Scribe
Should record the session
No more than 2 hours

17. Performance Excellence
So What?
Systematic—on-going effort
Scientific—data collected, analyzed, and reported
Everybody involved

18. Performance Excellence
Systematic (on-going)
Baseline
Targets
Trends
Comparisons
Special versus Common Causes

19. Performance Excellence
The CORE
Operational Insights
Evidence of Impact
Reporting and Distributing
Continuous Improvement

20. Performance Excellence
How can you speak of the ocean
if you never leave the pond?

21. Performance Excellence
Dr. Yvonne Simmons Howze
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