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Indicators of Quality for Customer Focus :

Indicators of Quality for Customer Focus :. A 5-Why Approach. Darlene A. G. Groomes, Ph.D., LPC, CRC, Summit Reading Group Facilitator Jennifer Beilke Victoria Drake Jacqueline Geib

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Indicators of Quality for Customer Focus :

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  1. Indicators of Quality for Customer Focus: A 5-Why Approach Darlene A. G. Groomes, Ph.D., LPC, CRC, Summit Reading Group Facilitator Jennifer Beilke Victoria Drake Jacqueline Geib Kara Lang Please add credentials and State agency affiliation John Stem Rosie Thierer Principal Group Members interested will list here, as well

  2. Summit Reading Groups: A New Format • SuRGE • Learning Community of Summit Group • Professional Development and Training • Exciting Partnerships with CSAVR, NCSRC, TACEs • Combined Groups • Fundamental • Principal • Deliverable Development • Strategy Integration • Evaluate for Best Practice/Improvement

  3. SuRGE’s Value Roadmap SuRGE Reading Groups Agency PE personnel, administrators, SCR members discuss deliverables and strategies for operation; set stage for adoption of strategy into practice Strategy Integration Ideas taken back to agency; integration modification Facilitated Discussion at Summit Conference Evaluation VR Program Improvement Innovation Strategy

  4. SRG-4: An initial look • Embody three professional entities • Represent seven states across the nation • Read Peter R. Scholtes’ (1998) The Leader’s Handbook: Making Things Happen, Getting Things Done • Challenged by new format • Engaged, responsive, patient, attentive, determined, research-focused, practical-minded

  5. Leadership Competencies Six competencies - based on Scholtes’ interpretation and elaboration of: Deming’s System of Profound Knowledge • Competency #1: Ability to think in terms of systems and knowing how to lead systems • Competency #2: Ability to understand the variability of work in planning and problem solving

  6. Leadership Competencies • Competency #3: Understanding how we learn, develop and improve; Leading true learning and improvement • Competency #4: Understanding people and why they behave as the do

  7. Leadership Competencies • Competency #5: Understanding the interaction and interdependence between systems, variability, learning, and human behavior; knowing how each affects the others • Competency #6: Giving vision, meaning, direction and focus to the organization

  8. Leading by Asking Good Questions • Draw upon info from book

  9. Leading by Asking Good Questions • Draw upon info from book

  10. Framework for Quality Indicators • Nine months and three combined calls • State Directors’ input • NCSRC leaders’ input

  11. Framework for Quality Indicators • Quality via Summit Group research • Achieving Excellence • Impact on Stakeholders • Evaluating Change • Baldrige Criteria for Performance Excellence • 3.0 Customer Focus • 7.2 Customer Focus Results • Chose to focus on customer: • VR Program mission and values reflect the question, “What best serves the needs of our customer?” • Review Customer Satisfaction Research and Summit Surveys • 12 states from VR, Blind, Combined Programs

  12. Framework for Quality Indicators • Why-Five Questioning • Characteristics of Performance Excellence • How the indicator relates with performance excellence/management framework • Innovation • Value • Strategy (process)

  13. Framework for Quality Indicators • Verification through SRCs • Reduction to 4 Indicators • 1 • 2 • 3 • 4 • Indicator 1 = Working Relationship Issues • Indicators 2-4 = VR System Issues

  14. Indicator 1 • Once SRG-4 identifies, describe here

  15. Indicator 2 • Once SRG-4 identifies, describe here

  16. Indicator 3 • Once SRG-4 identifies, describe here

  17. Indicator 4 • Once SRG-4 identifies, describe here

  18. Facilitated Discussion on Deliverable • May want this style of presentation, or develop activity at this point? • Have group prioritize the indicators • Have the group modify the indicators for benchmark purposes/best practice initiative

  19. Perspective Taken & To Follow Outcome • Overall summary of SRG-4 development project • Lessons learned • Summit Group Website • www.vocational-rehab.com • CSAVR Meetings

  20. For More Information Darlene Groomes 248-370-4237 groomes@oakland.edu Principal Group: Louis Adams (MI General) Theresa Hamrick (OK SRC) Marlene Malloy (MI SRC) Suzanne Page (MD Combined) Kimberley Peck (MN General) Fundamental Group: Jennifer Beilke (MN) Victoria Drake (OK) Jacqueline Geib (CO) Kara Lang (NV) John Stem (MD) Rosie Thierer (IA)

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