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Customer-focused Evaluation

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Customer-focused Evaluation Levels of Measurement Outcome high-level, key measures Output annual overview, compliance Task daily, routine, process measures for ... – PowerPoint PPT presentation

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Title: Customer-focused Evaluation


1
Customer-focused Evaluation
2
Levels of Measurement
  • Outcomehigh-level, key measures
  • Outputannual overview, compliance
  • Taskdaily, routine, process measures for
    rapid cycle improvement

3
Alexandrian Public Library Mission The APL is
the primary provider of information resources and
services for enriching the lives of residents of
Posey County and the surrounding area.
4
Customer-focused Evaluation
5
Market Research Tools
  • Survey
  • Measurement/Statistics/Demographics
  • Focus Group
  • Personal Interview
  • Comments/Complaints
  • Unobtrusive Testing (secret shopper)
  • Critical Incident Reports
  • Case Studies

6
Innovation Configuration AfricaSpirit of the
Continent Objective Infuse the rich culture and
history of Africa into the curriculum and
collections of Marion County schools.
Level 1 Level 2 Level 3 Level 4 Level 5
Status quo accepted by media specialist and faculty. Students are largely unaware of culture and history of Africa. Media specialist and faculty aware of deficiencies weeding of outdated materials begins. A few students are aware that collection is inadequate. Media specialists and teachers are aware of need to tie resources to curriculum. Some lesson plans include Africa. Some students use materials from media center to produce products. Collaborative curriculum planning. Systematic integration of Africa across curriculum, supported by media center. Student projects reflect use of current materials and information about Africa. Collection is current and meets needs of changing curriculum. Use of collection is heavy. Students enjoy learning about Africa their products reflect synthesis of information about culture and history of Africa.
7
Burger KingTriangulating Satisfaction Comment
Cards In restaurants every day Define problem
areaslow end of customer service Secret
Shoppers Periodically visit restaurants Define
high points of customer service Sales
Statistics Cold, hard facts Research confirms
that complaints are associated with declining
sales, compliments are associated with increasing
sales
8
Pareto Chart
9
Run chart/control chart
10
The Big Three in Evaluation Useful Credible Reali
stic
11
For help with your evaluation, contact Sara
Laughlin, President Sara Laughlin
Associates 1616 Treadwell Lane Bloomington, IN
47408 Phone 812-334-8485 E-mail
laughlin_at_bluemarble.net
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