councils stopped focusing on targets...
councils stopped focusing on targets? We did, and as a result we are answering customer correspondence in 5 days rather than 40. Sounds incredible, but it's true. It's not the full story, of course - we have also looked at our business processes and stripped out waste, duplication and red tape. The processes have been redesigned to deliver the result the customer wants, quickly, effectively and right first time. An example is that potholes are now repaired with sustainable permanent patches, which should last for 20 years, instead of temporary make-safe repairs which can come out within a day. Analysing our customers' demands, we realised that customers hated temporary repairs. Why did we do them? Well, they were quick wins...
written 1st June 2009 | | abusive?rated 9.5/10 by 2 users | rate a random post
Responses
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William notes: That osunds like a seious outbreak of common sense? Is it contagious? We'd better hear more!
written 1st June 2009 | abusive? -
Steve_Beard notes: I agree. Targets have had their day. Over emphasis on targets, league tables, etc has driven the wrong behaviour in public and private sectors. It is time for a complete rethink about empowering staff and creating a culture of continuous improvement with an "adult" appreciationof outcomes rather than outputs. We cleaned up our benefits systems and reuduce waste and failure. Processing now averages 13 days for new claims and 3 for changed circumstances - this would never have been achieved through targets.
written 3rd June 2009 | abusive?