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

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

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?

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

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

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

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

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

Performance Excellence Types of Questions Multiple Choice Dichotomous Open-Ended

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

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

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

Performance Excellence Samples and Examples

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

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

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

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

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

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

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

Performance Excellence Dr. Yvonne Simmons Howze 512/458-7437 yvonne.howze@dshs.state.tx.us