Service Delivery Checklist

Key Elements of our Approach

Where are your Service Delivery priorities?

Guidelines - do the following for each box in turn

Staff :- Climate, Attitudes, Culture

Customer Focus

Work Processes

Real practical progress in this field depends on three elements:

Developing a Customer Focus
Establishing simple means of communicating with customers - finding out their needs and requirements, guiding customers on how to access services, getting feedback on performance.
Improving Working Practices & Procedures
Reviewing procedures & practices to identify weaknesses creating errors, extra work, lack of flexibility and slow service. Enormous improvements can come though very simple changes.
Developing Staff Skills and Climate
Developing a climate that supports co-operation, teamwork and a customer focus. Ensuring that those providing the service and those supporting them have the skills and motivation needed.

This diagnosis is part of a more comprehensive one that we have used in our work in this field. It was designed to help managers wishing to improve their quality of service - to identify where they needed to start - what their priorities should be. This is essential otherwise they inevitably find themselves confronted with a huge list of improvement actions that they clearly cannot tackle in one fell swoop.

Step 1
Review each of the 6 key points in the box in terms of your own organisation. Give each point either a Ö or a X. Ö for those that you feel are O.K. X for those you feel need attention.
Step 2
Now review those that have a X against them and give a second X to the one that you feel has the highest priority.
Step 3.
Finally, review the whole list and rate your organisation out of 10 for that box. 10 being excellent and 0 being very poor.

Has Customer Focussed Attitudes & Behaviour.
Versus being focussed on own internal procedures.
A strong Team Spirit.
All people, and sections, Cooperate and Communicate effectively.
Being Clear and Transparent.
A place where people know what to do and how to get it done.
Tries to ensure things are done “Right-first-Time”
- and works on projects to achieve that.
Staff feeling that someone Cares about them
- their views, involvement, and development.
Staff being able to React Flexibly - to new demands & situations.

Understanding the needs and expectations of “customers”
- asking them
Informing “customers” of your Products & Services
- and how they may gain access to them.
The Way & Manner in which those Products & Services are delivered - right standard? reaction times?
The Journey of the Customer?
- how well your operation handles it
The Attitudes & Behaviour of Staff providing the Services
- do “customers” find them helpful?
Handling “exceptions”
- reacting to & resolving unusual requests and complaints.

Customer
Focus

Staff Skills
&
Climate

Working Practices &
Procedures

Having work processes that are Customer Focussed
- rather than internally focussed
Staff receiving adequate Instructions and Training.
Clear Work processes - Clear, Unambiguous, Widely Understood, and Integrated.
Flexible Work processes - extent to which they are Flexible and Reactive.
Reviewing and Updating work processes - how good the organisation is at adjusting them to suit changing situations.
Waste - extent to which work processes create waste.