Focus on Clients
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This presentation is part of the online TAE40110 Certificate IV in Training & Assessment course offered by Fortress Learning. Fortress Learning's TAE program is based on the belief that every student is unique. Each student has an individual program tailored to reflect their prior learning, current situation, future goals and their preferred learning style. More information is available from www.fortresslearning.com.au or by telephoning 1300 141 994.
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Focus on Clients
Notes de l'éditeur
- Quality Assurance dictates that we continuously focus on improving our service to clients. Naturally, we want to do this anyway. It’s good business.
- Continuous Improvement is part of the focus on making ourselves better at meeting client needs. Continuous improvement is also called sustainable business excellence, continual process improvement, and best practice.
- It is a system of ongoing efforts to improve performance on things that are most important to stakeholders including consumers, employees, board members, funding bodies, and the community.
- Continuous improvement occurs as an ongoing cycle. Because industry needs are constantly changing and evolving, our clients are always in need of changes and updates.
- Continuous improvement is important to keep as a focus of a company so it isn’t lost in the shuffle of day to day demands.
- The continuous improvement program is run internally within the business in order to review performance with respect to industry standards and plan improvements.
- Companies must remain open and flexible in order to benefit from continuous improvement practices.
- Feedback is a critical element because it allows a company to evaluate which client needs are being met and which ones need attention
- Processes to collect feedback include: - Feedback forms - Questionnaires - Oral surveys - Analysis of complaints - Analysis of clients terminating services - Competitor surveys - Rewards programs - Collaborative work practices and - Benchmarks