Business Customer Satisfaction Pilot Team

Business Customer Satisfaction Pilot Team

Meeting Notes

November 9, 2005

Attending:  Sheila, Carlos, Mike, Sharry, Gilberto, Rhonda, Shawn, Donna, Kathy & Gary

New members: Dick Redmond, Center Coordinator, WorkSource Whidbey and Brian Humphrey, WDC Skagit County Administrator

Agenda:

1.      Team Norms

2.      Work Group Reports

·        Process

·        Products

·        Measurement

·        Training

3.      Work Plan

4.      Recent data

5.      Other

6.      Agenda Build & Meeting feedback

I.                    New Team Members: welcome Dick Redmond and Brian Humphrey.

II.                  Team Norms.  Draft norms were reviewed.  Gary suggested we pay particular attention to the importance of nos. 7, 8, 9 & 12 to the success of our work. 

Decision: Norms adopted and posted on InsideWSNW.

III.                Work Group Reports –All work groups provided a handout, which scoped their work and strategies. 

  1. Measurement Group: Mike, Rhonda, Donna. Also Mike Koepp and Dan Vogel who did not attend the first meeting.  The work group identified all matrix strategies related to data, SKIES and measures. This group has a “back end” support function – they will develop reports so we will know where we are against the strategies.  Many of their strategies must first be developed by other teams, the majority by the Process Work Group.  The team will establish some base-line data, so the Business Customer Satisfaction Pilot Team can measure improvements against the strategies. 
    1. 3a. this strategy also falls in the realm of the Training group.
    2. 3c. again, a correlation with the training team.  This team would help verify it was being done.
    3. 6b. also related to the process group.  This team will be able to track our work – again, the back end work.
    4. 8a. this is a “helper” strategy: develop a timely report to assist staff in knowing when to contact businesses.  
    5. 10f. this would include management reports.  This particular item is of special importance to Nelson Meyers and will be further discussed by the W. Region team.  This is a business-defined success measure; tied to their probationary period.  This is information not currently captured in SKIES, but will work on ways to capture this data.  Need to identify our baseline now. 
    6. 11a. more work for training and process groups. 
    7. 12b. need recognition teams to clearly identify expectations.  Skagit’s CUT identified the need for this team and Kathy, representing the CUT, put out an email out to all partners in Skagit County.  There has been one meeting, and our first staff awards were presented at Monday’s all staff meeting.  The awards are always about the work, performance and customer service.
       
  1. Training Work Group. Rhonda, Gary, Donna and Brian joined today. This work group sees its role as supporting the work of the other groups as it develops in concept and is ready to roll out to staff for implementation. 
    1. 1c. needs to start with the process group. 
    2. 3c. this is the catch-all list, once everything is identified by the process group.  Working on a refresher SKIES training. Trying to identify the scope/length/content of the training. Donna is providing “on demand” desk level training as needed.   We need to think about all the work being done on by partners – are OJTs getting put into the system as a job order? Are Work Experiences being recorded in SKIES? This is all critical work as a system, and assists in morale building. 
    3. 4b. same as above 
    4. 4c. this is getting done, just need to let staff know.  Same with
    5. 4d – a quick email out to staff. 
    6. 5a. this will be identified by process group. 
    7. 6b. may need training component
    8. 7a. process group 1st, then train.
    9. 8a. & 8 b. and 9c. – may be involved depending up what process group comes up with.
    10. 10c. training will probably be delivered by this team.

We need to become familiar with each others’ programs and products, for example: How is Select Fit used? What are the criteria? This is necessary for all partners’ specific programs – anything marketed to the business community.

    1. 10e. this might be Select Fit, or SCANS skills certification. How do you certify/verify this info with an employer? This might be the larger West Region team discussion. 
    2. 10g. starts with process team. 
    3. 11a. this is “low hanging fruit” – just start recording the services we are doing. Just begin making staff aware of this – a point of emphasis. Start with a base line report.  Then, make sure staff have the resources.
    4. 13b. this about getting people to buy in to the change of doing business. This is the communication piece to staff to recognize the priorities of our work.  GMAP measures are becoming a critical factor of our performance to all partners.  There is an excellent video explaining GMAP from the Governor. 

ACTION: Sheila will get this video to us.

This team’s first work priority: 11a, and screen shots of SKIES for other training.

  1. Products work group: Rafeeka, Shawn, Kathy, Diane, Ken.  Dick will join this group.  The group identified the areas which have, or have the potential to have products.  One such is 8a – which is a 3 month follow-up contact with businesses.  Often it is difficult to get through to the business and actually talk to the person you are seeking.  They may lead to a protocol about how many times you call and leave messages, and then there might be a form/letter/brochure that will be mailed to the business. See handout for identified strategies covered by the products team. 1a: the follow up letter. Donna is working on this product with Pam Cone and Peter Cavanaugh (as a part of the West Region approach). 

Our work proceeds as follows: we meet, refine products and bring them back to this team for approval.  Make sure we are gathering input from all partners first.

4.  Process team:  they have a lot of work! Brian will join the team, which currently consists of Rafeeka, Donna, Sharry, & Rhonda. They identified several areas to develop processes on, and through today’s discussion have identified more. 

IV.               Work plan. We don’t need to re-work the plan.

ACTION: Donna will revise the matrix and identify which team is responsible for each strategy.

V.                 Recent data: see handout – current ACSI data.  We now have data through July.  We are doing ok, but there is always room to improve. Gary will resend out URL to the ACSI site if we request it. 

VI.               Meetings: first Wednesday of the month. Next meeting:

December 7th 9 – 12 in Whatcom. 

Will shoot for January’s meeting in Skagit.

VII.              Agenda: Report of work from 4 sub-teams. Bring our recommendations to meeting.

VIII.            Meeting Feedback:

a.      What went well:

                                                  i.      good conversations;

                                                ii.      productive – conversations about matrix – the seeds of ideas;

                                              iii.      interrelationships between teams are good;

                                               iv.      all feel engaged – good tone of meeting.

b.  What to improve: coffee! And cookies! Remember breaks!