Improving efficiency—Voice of the Customer/Client (VOC)—blank


Published by a ½Û×ÓÊÓƵ Local Government expert
Precedents

Improving efficiency—Voice of the Customer/Client (VOC)—blank


Published by a ½Û×ÓÊÓƵ Local Government expert

Precedents
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This Precedent can be used to gather customer information and feedback to determine the efficiency of a process as part of step 1 of the five step improving efficiency framework—see Practice Notes: Improving efficiency: The five steps framework and Improving efficiency: Step 1—identify and define the problem. All process improvements should be geared towards improving the experience of the internal/external client, and to do that you need to understand what they want or expect from you. In continuous improvement (CI) terminology this is known as understanding the ‘Voice of the Customer/Client’ (VOC). The VOC needs

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United Kingdom

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