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Evaluation of Support ServicesA key component for developing quality assurance and improvement processes in Support Services is the means to evaluate key aspects of services from the customer's point of view. These customers could be staff - as end users of certain services, or as internal customers of organisational and management processes - and students. CHEQ can assist with the design, development and administration of customer surveys, and can advise on the best method for obtaining and using customer feedback. Examples of surveys include a Learning and Growth Survey and a Customer Satisfaction Survey. Enquiries about these forms of evaluation should be directed to Dr Sid Nair, Quality Adviser, Research and Evaluations on ph:51544
Learning and Growth SurveyThe Learning and Growth survey, has been developed by CHEQ as a means of measuring divisional progress towards their objectives in the learning and growth perspective of the balanced scorecard. Section A of the questionnaire seeks biographical information and Section B consists of six Learning and Growth response scales - Training and Development, Communication and Involvement, Organisational Goals and Objectives, Performance Management, Innovation, and Climate. An additional scale consists of questions regarding the prior communication received be respondents about the nature and purpose of the survey and the way in which the results will be used. The questionnaire items are based on the dimensions identified by Kaplan and Norton in ‘The Balanced Scorecard’ (1996) as being integral to effective learning and growth strategies. They are summarised as: Strategic competencies:
Strategic technologies:
Climate for action:
It is these dimensions that Kaplan and Norton believe drive organisational learning and growth. In their view, they provide the infrastructure to enable objectives in the other three perspectives (Customer, Financial and Internal Process) to be achieved and thus contribute to future organisational capability. A tool to measure performance on learning and growth objectives is additionally valuable as a measure of the internal customer service provided by a division to its staff. The relationship between external customer satisfaction and employee capability, satisfaction, loyalty and productivity is now well accepted as the result of the research conducted by Heskett, Sasser and Schlesinger and outlined in their book ‘The Service Profit Chain’ (1997). Essentially, these authors found, organisations that address the dimensions outlined above tend to have positive customer relationships, because their staff are more willing to engage in the ‘discretionary effort’ involved in delivering excellent customer service. As divisions move towards the development of service level agreements with faculties, customer service excellence, supported by robust internal learning and growth capability, will become increasingly important. Administration of surveyThe questionnaire can be administered as paper-based or online and takes about 10 minutes to complete. Results are processed and reports provided by CHEQ. Please follow the links for an example of the Learning and Growth Survey (Word document) (PDF document).
Customer Satisfaction SurveysBoth faculty and central support services are becoming increasingly interested in learning about the service expectations and experiences of their customers - either staff or students, or both. CHEQ is able to assist with customer surveys in the following ways:
Please contact Dr Sid Nair,
Quality Adviser, Research and Evaluations on ph:51544 for further information. |