Benchmarking Internal Customer Views - the Continuous Performance Improvement way!
Intensely practical, results-orientated and solution-led process.
CPI uses key comparative customer satisfaction ratings to identify
where business satisfaction and service delivery can be improved.
Real value for CPI ICV participants is delivered through participation
in facilitated workshops and brokered one-to-one discussions. Collaborative interaction with organisations that have
implemented best practice results in dramatically reduce time to
implementation.
The aim is to learn from other benchmark organisations and to adopt
elements of external best practice relevant to business and its culture.
CPI ICV delivers tangible benefits including being seen to :
- Measure performance from the customer perspective
- Identify problem and success areas
- Identify and address perceptions of value for money
- Identify extent IT is meeting/aligned with business needs
- Understand reasons for dissatisfaction
- Demonstrate commitment to communicating with IT’s customers and acting on conclusions
- Understand priorities and customer attitudes relative to external norms
- Communicate clear recommendations backed by benchmark comparison and best practice discussion
No other service can deliver these benefits at such low cost!
Internal Customer Views Completing the Benchmarking Circle
The Internal Customer Views Benchmarking Service provides the opportunity to monitor and compare the results of actions. Participants can utilise the CPI Internal Customer Views Survey tools, or use their own survey processes to:
- Measure comparative performance
- Measure internal customer satisfaction
- Measure the gap between expectations and performance, and then:
- Benchmark the summary results
The specific needs of two distinct customer groups are addressed by tailored questionnaires.
Business Managers/Directors whose business operation is impacted by the quality of IT services.
End-Users where IT services determine the ability to perform everyday tasks efficiently.
This has the benefit of giving organisations the information they
need to target their investment on specific areas, and to measure the
outcome. Combining such survey results with managed service measures,
offers a complete view of performance and how the delivery of IT
service could be improved to align with business needs.