making’an’impact - dcmslibraries.blog.gov.uk€¦ · making’an’impact...

19

Making an Impact An Introduc2on to Measuring Outcomes Dr Darren Smart

Upload: others

Post on 05-Aug-2020

1 views

Category:

Documents

0 download

Report

Download

Embed Size (px):

TRANSCRIPT

Page 1: Making’an’Impact - dcmslibraries.blog.gov.uk€¦ · Making’an’Impact An’Introduc2on’to’Measuring’Outcomes ... Making a difference Customer feedbackis important &

Making an Impact

An Introduc2on to Measuring Outcomes Dr Darren Smart

Page 2: Making’an’Impact - dcmslibraries.blog.gov.uk€¦ · Making’an’Impact An’Introduc2on’to’Measuring’Outcomes ... Making a difference Customer feedbackis important &

Why?

Outcomes

Page 3: Making’an’Impact - dcmslibraries.blog.gov.uk€¦ · Making’an’Impact An’Introduc2on’to’Measuring’Outcomes ... Making a difference Customer feedbackis important &

Page 4: Making’an’Impact - dcmslibraries.blog.gov.uk€¦ · Making’an’Impact An’Introduc2on’to’Measuring’Outcomes ... Making a difference Customer feedbackis important &

Demonstrate

X

Page 5: Making’an’Impact - dcmslibraries.blog.gov.uk€¦ · Making’an’Impact An’Introduc2on’to’Measuring’Outcomes ... Making a difference Customer feedbackis important &

Page 6: Making’an’Impact - dcmslibraries.blog.gov.uk€¦ · Making’an’Impact An’Introduc2on’to’Measuring’Outcomes ... Making a difference Customer feedbackis important &

“Libraries change lives for the be3er”

Page 7: Making’an’Impact - dcmslibraries.blog.gov.uk€¦ · Making’an’Impact An’Introduc2on’to’Measuring’Outcomes ... Making a difference Customer feedbackis important &

Page 8: Making’an’Impact - dcmslibraries.blog.gov.uk€¦ · Making’an’Impact An’Introduc2on’to’Measuring’Outcomes ... Making a difference Customer feedbackis important &

Principles

OUTCOMES

Page 9: Making’an’Impact - dcmslibraries.blog.gov.uk€¦ · Making’an’Impact An’Introduc2on’to’Measuring’Outcomes ... Making a difference Customer feedbackis important &

Qualita=ve Quan=ta=ve

Page 10: Making’an’Impact - dcmslibraries.blog.gov.uk€¦ · Making’an’Impact An’Introduc2on’to’Measuring’Outcomes ... Making a difference Customer feedbackis important &

Quan2ta2ve Data

Page 11: Making’an’Impact - dcmslibraries.blog.gov.uk€¦ · Making’an’Impact An’Introduc2on’to’Measuring’Outcomes ... Making a difference Customer feedbackis important &

Qualita2ve Data

Page 12: Making’an’Impact - dcmslibraries.blog.gov.uk€¦ · Making’an’Impact An’Introduc2on’to’Measuring’Outcomes ... Making a difference Customer feedbackis important &

Page 13: Making’an’Impact - dcmslibraries.blog.gov.uk€¦ · Making’an’Impact An’Introduc2on’to’Measuring’Outcomes ... Making a difference Customer feedbackis important &

Simple & easy

Everyone involved

Systema2c

gathering

Page 14: Making’an’Impact - dcmslibraries.blog.gov.uk€¦ · Making’an’Impact An’Introduc2on’to’Measuring’Outcomes ... Making a difference Customer feedbackis important &

Page 15: Making’an’Impact - dcmslibraries.blog.gov.uk€¦ · Making’an’Impact An’Introduc2on’to’Measuring’Outcomes ... Making a difference Customer feedbackis important &

“So What?”

Page 16: Making’an’Impact - dcmslibraries.blog.gov.uk€¦ · Making’an’Impact An’Introduc2on’to’Measuring’Outcomes ... Making a difference Customer feedbackis important &

“So What?” Panel

Page 17: Making’an’Impact - dcmslibraries.blog.gov.uk€¦ · Making’an’Impact An’Introduc2on’to’Measuring’Outcomes ... Making a difference Customer feedbackis important &

Surrogate Measures

Page 18: Making’an’Impact - dcmslibraries.blog.gov.uk€¦ · Making’an’Impact An’Introduc2on’to’Measuring’Outcomes ... Making a difference Customer feedbackis important &

Page 19: Making’an’Impact - dcmslibraries.blog.gov.uk€¦ · Making’an’Impact An’Introduc2on’to’Measuring’Outcomes ... Making a difference Customer feedbackis important &

TwiGer: @darrentheviking Email: [email protected]

Making Difference Measuring Change - Resource Centre · Making Difference . 3 Measuring Change ... The ‗Making Difference, Measuring Change’ report is only possible with the contribution

Making a difference to patients. - Cipla · Making a difference to patients. Our inspiration for Cipla Limited innovation. Annual Report 2017-18 ... Making Medicines, Making a Difference

Making a Difference

11/2011 The Customer Connection Customer Service Training Making a Difference….Every Day People Taking Care of People... Together we can do anything

Making a difference!

Making A Difference

Making the Difference

Making Art, Making Detroit, Making a Difference

Difference MAKING A

The intu difference · marketing database Making the difference With the whole business centred around our customer, we bring together our scale, experience, insight and expertise

Making a Difference

Making a Difference by Making Connections

Making a-difference

making a difference, making things different

Making a difference

Is your Customer Service making the difference?

A Major Difference : Making Difference In Your Health

Making a Difference via Marketing Leadership€¦ · Making a Difference via Marketing Leadership. ... – “small m” Marketing • Starts with the customer! ... Access to best

RESIDENT RELATIONS, CUSTOMER SERVICE AND CONFLICT RESOLUTION Making a Difference and Setting the Standard