1. Customer Satisfaction Management
The way forward
“Presentation to IPSG
Paris , November ‘08”
Nick Thijs
Patrick Staes

2. overview EUPAN Work on CSM until now Background of the future strategy
Next Steps: the way forward
Spreading and widening the (principles of the) Primer
Deepening (instruments/techniques) of the Primer
CAF Resource Centre at EIPA

3. 1. EUPAN Work on CSM
Past years joint collaboration of Presidencies supported by the CSM working group
Product: European Primer (Eng/FR) distributed and presented at 5QC
Request from countries to translate in own language
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4. 2. Background of the Strategy
DG resolution of 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 meeting
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).”
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5. 3. The Way Forward: Towards an Strategy on CSM
The 2 strategic lines are:
Spreading the principles of the European Primer and the different European good practices
In-depth elaboration (deepening) of the European Primer on specific topics
The 3 approaches are
Strategic level approach focussed on top management and the policy level
Tactical level approach focussed on line managers, experts, quality managers, customer relation managers, …, practitioners
Operational level approach focussed on line managers, experts, quality managers, customer relation managers, …, practitioners
Guiding principles in the future work should be:
Result-orientation, focussing on clear visible outputs
Link with EUPAN mid-term programme
Both on Strategical and operational level.
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6. STRATEGY ON SPREADING
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7. SPREADING
Strategic level approach focussed on Top management Aim: Vision development “Customer satisfaction management and the added value for the performance of the organisation” Practical: second day meeting after the DG meeting in Prague (Summer 2009) . DG’s invite colleague DG’s.
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Comments from CSM Group
- broad focus on the topic , NOT pure expert session , but open /
interactive discussions
focussing on high level , EUPAN DG’s + DG colleagues
resulting in framework for EUPAN work and added value
Proposed Decision:
Approval from the CZ presidency
proposal at DG meeting end of 2008

8. SPREADING 2. Tactical level approach Proposed Decision:
Aim: Spreading the principles towards experts / line managers / practitioners
Practical:
large European event/conference (beginning of 2010) spreading the principles and the knowledge in the Primer to a larger audience
Develop regional / thematical workshops, seminars / events in to share ideas and practices between the countries
National Activities in The different countries decide how to spread the principles at national level and what is the best strategy to do this
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Comments from CSM Group
Event at European level can be usefull, but seperated or integrated in 6 QC?
Interest in regional / thematical workshops/seminars (demand driven)
Proposed Decision:
1. Do we want an separated event on CSM in the beginning of 2010 ?
2. What will be the approach for the regional / thematical seminars

9. 3. Operational level approach
SPREADING
3. Operational level approach
The development of a Website / portal pages at EUPAN
Information for people who are looking for interesting information
language versions of the primer
links, info
cutting edge cases
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Comments from CSM Group
- Ok, but be aware of resources
Proposed Decision:
webpage EUPAN
input from the MS
EIPA willing to do the management

10. STRATEGY ON DEEPENING
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11. DEEPENING
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Source:
EIPA, Report on the Eupan Customer Insight Questionnaire, Prepared on behalf of the Portuguese Presidency for the IPSG meeting November 2007, Lisbon, p.37.

12. DEEPENING 1. Guidelines for customer satisfaction measurement
a handbook combined with cases and experiences from the different member states.
Aim: concrete product will be delivered by the end of 2009, which is in line with the EUPAN strategy and the mid-term programme.
EIPA is willing to take the lead in this work, being supported by the member states in giving feedback, providing info and useful cases and material.
2. Topical networks
Small groups of countries can work together on other, commonly defined, interesting topics. These groups report during the meetings and come up with visible products and results.
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13. DEEPENING Some work has been done already (high 3 score)
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Some work has been done already (high 3 score)
Still a very high demand in collection
Good practices ?! Good 3 score/low 4 score

14. Comments from CSM Group
What should be the level of detail ? What is already excisting?
Creation of learning team on guidelines?
2. Learning teams / topical teams must result in output
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Proposed Decision:
learning team on customer satisfaction management
if questions/demands on other topics launch of little teams

15. Contact European Institute of Public Administration (EIPA)
Public Management and Comparative Public Administration Unit
O.L. Vrouweplein 22 NL BE Maastricht
Tel.:  253