Appreciative Organisation Audit
Patricia (Tricia) Lustig
LASA Development UK Ltd
Cirencester, United Kingdom
Date 10/05/1997
Annotation: Organisation:
High-tech, manufacturing organisation in the telecommunications industry. A small division of a much larger global entity.
Who:
The Director of Marketing approached us to help him to do an organisation audit to identify what he could do to improve customer service.
What Happened:
We designed an ‘appreciative’ audit; a questionnaire that focused on what they were doing that worked for their clients and for themselves. We interviewed people across the organisation over several weeks, then presented the findings to the Senior Management Team.
Outcomes:
Several issues were clearly identified, most importantly for the team were the things that they needed to continue to do, those things that customers really valued about them. In addition, they learned about things that individuals were doing that customers appreciated and could then share this learning with others on the customer services team.
They also identified areas for improvement and were able to apply measures that helped them to improve their customer satisfaction ratings.
Online Resources:
LASA Development UK Ltd
|
|
