Gathering and using data proportionate to the nature of your service is crucial.
Managers must protect their staff from external targets and adopt a merciless measurement approach, focused on improvement not arbitrary achievement.
Legislating enabling Housing Associations to meet the demand for housing with new builds has challenged successive governments.
Dr Noriaki Kano developed Kano Model Analysis in the 1980s, as a tool for analysing and understanding customer satisfaction. It is used when designing new, or reviewing existing products and services to keep focus on customer expectation and satisfaction, rather than solely cost of delivery.
Most of us are aware of the adage that ‘Anything that can go wrong, will’. It is attributed variously, but we mainly know of it as Murphy’s Law.
This year sees the launch of a pilot scheme of an Affordable Housing Sector Scorecard aimed at improving efficiency across the sector. The year-long pilot will test an agreed set of indicators and identify possible improvements. The purpose is to provide a set of agreed metrics, to understand how providers are performing against other organisations in the sector and to ensure they continue to strive to provide value for money for customers.
The Charity Governance Code has recently been through a major overhaul with some key changes made, subject to consultation.
Self-service enables customers to complete tasks for themselves, without needing direct input from staff.
The demands on policing have changed significantly over the past 10 years. Overall crimes and incidents have decreased, whilst new crimes are emerging. Many of these crimes are associated with vulnerability, public protection and safeguarding and require more policing resources, being generally more complex to investigate. All this in a landscape of financial uncertainty and where police officer numbers continue to fall.
This article outlines our approach to building internal change capability in organisations, through developing Lean Champions – staff who can support the business moving forward with continuous improvement activity.