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© 2011, Battelle for Kids

Customer Service Survey Results: Responding to Our Data

© 2011, Battelle for Kids

Today’s Agenda

• Welcome • What results are we producing?

– Survey scores

• Why are we getting these results? – Analyzing our data

• How do we improve? – Responding to our data

– Action plan

• DMAIC is a five-step approach: 1. Define

2. Measure

3. Analyze

4. Improve

5. Control

• Backbone of the Six Sigma methodology. • Provides a structure for improvement that will allow

everyone in the District to understand their impact on student achievement.

Six Sigma is a rigorous and disciplined methodology that uses

data and statistical analysis to measure and improve an organization’s operational

performance by identifying and eliminating "defects."

What?

Remember DMAIC?

Why?

How?

D •Define

M •Measure

A •Analyze

I • Improve

C •Control

Survey Results

Level 1: What Results are We Producing?

© 2011, Battelle for Kids

• Surveyed ALL employees on their beliefs around District communications, loyalty, satisfaction, safety and department performance.

• Distributed online through Survey Monkey from February 6–10, 2012.

• Received 1,678 responses to the survey, of which 1,200 were complete.

• All data collected and interpreted by Battelle for Kids, a third-party organization. Responses were private and confidential. Only summary data were shared with TPS.

Survey Overview

© 2011, Battelle for Kids

• Summary scores for each department were calculated as follows: – 5 points—Strongly Agree – 4 points—Agree – 3 points—Neither Agree or Disagree – 2 points—Disagree – 1 point—Strongly Disagree

• Responses that indicated “Does Not Apply” were not included in calculating the averages for each category.

• Category scores were combined to calculate a final score for each department.

Scoring Process

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TIMELINESS COURTESY QUALITY

PROCESSES ACCURACY FEEDBACK

Each department was rated in the following six areas:

Survey Areas

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• TIMELINESS: Provides products, services or information in a timely manner.

• COURTESY: Demonstrates professionalism and courtesy. • QUALITY: Provides quality products, services or

information. • PROCESSES: Has practices, processes and/or policies

that are easy to understand and complete. • ACCURACY: Provides accurate products, services or

information. • FEEDBACK: Looks for feedback or input from

those served.

Survey Areas

© 2011, Battelle for Kids

• Scores ranged from 3.398 to 3.023 on a scale of 1–5 (5=Strongly Agree).

• Top three departments (out of 28 total): – ISS – Payroll – Campus Police

• Approximately 1,200 employees completed the survey, 58% of whom were teachers.

District Results

© 2011, Battelle for Kids

How Did We Do?

How can data help us? • Separate what we think is happening from

what is really happening.

• Assist in monitoring process performance.

• Avoid “solutions” that don’t solve the real problem.

• Measure the impact of changes on a process.

• See the history of the problem over time.

• Establish a baseline of performance.

Reading Our Results and Understanding the Data

© 2011, Battelle for Kids

Questions?

Why these Results?

D •Define

M •Measure

A •Analyze

I • Improve

C •Control

Level 2: Why are We Getting these Results?

• Review data and investigate results.

• SWOT analysis. • Root cause

analysis.

Analyze

Analyze

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• We ranked <X> out of the 28 departments evaluated in the survey.

• Our area of greatest success is:

• Our area of greatest opportunity is:

TIP: Use tools to evaluate your results such as SWOT.

Analyzing Our Data

Allows for identification of:

Strengths Weaknesses Opportunities Threats

SWOT Analysis

© 2011, Battelle for Kids

Discuss the following questions with your group:

Why do you think we were strongest

in “X” area?

Why do you think we need the most improvement in

“X”?

What does great customer service

look like?

Who are our customers?

How can we anticipate our

customers needs?

Additional Analysis

© 2011, Battelle for Kids

Questions?

Improving Results

D •Define

M •Measure

A •Analyze

I • Improve

C •Control

Level 3: How Do We Improve?

• Service level improvement • Make changes based on data Improve

• Ongoing tracking and monitoring

• Methods for future review and improvement of service

Control

Improve and Control

Customer Service Action Plan (CSAP)

• Any worthwhile change requires multiple action steps. These steps must be comprehensive and include resources, accountabilities a timeline and interim measures of success.

• Use the CSAP worksheet to record the steps you will take to move ahead in achieving your goal.

Think about the following questions and record the information in the appropriate column:

• What are the action steps necessary to achieve the goal? • What resources (time, people, materials) are needed? • Who are the person(s) responsible for completing each

action step? • Who will monitor the team's progress and hold it accountable? • What is the timeline/due date? • What are the expected results/measures of completion,

success and quality?

CSAP Development

© 2011, Battelle for Kids

• Consider answers to the question:

How can we improve service to our customers?

• Select one and complete the CSAP.

Write Your Own CSAP—10 Minutes

CSAP Implementation

• Once a CSAP is put in place to improve customer service, it is always a good idea to check your new process.

• Evaluate your service levels to see if the change is producing better, worse, different or like results.

• Some changes fix one problem but create others that may be worse than the original problem.

• Validating your CSAP with data is the path to permanent change and how you will effectively and efficiently continuously improve customer service.

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• Share your action plan with your department. • Work with your department to implement

your plan. • Follow up, track your results, share them

with your department.

Next Steps

© 2011, Battelle for Kids

Questions?

© 2011, Battelle for Kids

Lessons Learned

• An understanding that ALL work involves customer service.

• An action plan for customer service improvement.

• An increased focus on customer service.

© 2011, Battelle for Kids

We will be successful when all departments and employees . . . • Align their work to District goals. • Know their impact on student

achievement. • Use data to learn and improve. • Have support/feedback on clear

job expectations. • Provide outstanding

customer service. • Optimize efficiency to maximize

resources.

Measuring Success

© 2011, Battelle for Kids

© 2012, Battelle for Kids. All Rights Reserved.