Business Efficiency - Chapter 6

Hi Team,

Well all good things must come to an end!  And that includes the subject of Business Efficiency . . .Amazing but true!  We have come to the end of Business Efficiency and the two competencies of "Deliver and monitor a service to customers" and "Contribute to effective relationships". 

Chapter 6

Within this chapter we identified that it is important to monitor the customer service levels that we provide our customers.  How can we improve and increase efficiencies if we keep doing the same thing over & over & over again.  I remember reading a quote about "insanity" - Continuing to do the same thing over & over again & expecting a different result!

Ideally we would conduct research to improve our service levels by identifying the needs of our customers.  Consider the last time that you conducted research into what you do & how you do it.  Did you take on a "qualitative" or "quantative" approach.  Each type of research has it's benefits, depending on what you want to achieve and the time frame you have to meet those objectives.  Sometimes it can be a combination of the two!

One way of gathering information to help support your research, is conducting a survey or questionnaire.  From time to time State Records conducts surveys.  It helps us to plan for the future, and hence we need input from agencies across government, state & local.  Surveys are a great way of gathering the necessary information and involving others.  It gives your customers an opportunity to have their say and voice their opinions.

Once you have successfully gathered your "research" the final stages are to collate the information and then present your findings.  Sometimes your findings will have to be documented in an official report to senior management.  You may want to consider sharing your results with your feedback participants, that way they are involved and informed on any decisions and the outcomes from your research.

On a final note . . .

Would just like to say "thanks" for your input into this subject.  I am currently reading your submissions (assignments) and hope to have feedback to you soon.  In the meantime if there is any feedback that you would like to give me please email me or email Simon Froude (my manager if you wish to remain anonymous).  Tell me what you did like about the subject & the parts that you didn't like.  To further help improve my customer service I need to know!  I look forward to reading your comments.

Have a great weekend and enjoy the sunshine!  Don't forget new subject starts next week, so that mwnas that we will be in the class.  Course material will be sent out tomorrow (Friday 15th March).

Ciao,

Melisa