striving for continuous improvement ben johnson gm ministerial correspondence and customer relations...
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Striving for Continuous ImprovementBen JohnsonBen Johnson
GM Ministerial Correspondence and Customer RelationsGM Ministerial Correspondence and Customer RelationsRailCorp RailCorp
Email: [email protected]: [email protected]
SOCAP Australia – 2006 Symposium
Overview
1. Introduction
2. Situation Analysis
3. Development
4. Implementation
5. Evaluation6. Continuous Improvement (Cycle Two)
7. Summary
(Cycle One)
SOCAP Australia – 2006 Symposium
SOCAP Australia – 2006 Symposium
1. Introduction
RailCorp
• Established 1 January 2004
• Key Responsibility: Safe operation, crewing and maintenance of passenger trains and stations
• Two main products: CityRail and CountryLink
SOCAP Australia – 2006 Symposium
SOCAP Australia – 2006 Symposium
Introduction
Ministerial Correspondence and Customer Relations (MCCR)
Three areas of responsibility:1. Customer Relations (131500)
• Manages feedback received for RailCorp from customers and the wider community through the Transport Infoline
2. Ministerial and Customer Correspondence• Conduit between RailCorp, the Minister’s office, the Ministry of
Transport and members of parliament• Written correspondence
3. Reporting• Tracks and monitors RailCorp’s responses• Reports trends for planning purposes
SOCAP Australia – 2006 Symposium
Customer Experience
+ -
Feedback
SOCAP Australia – 2006 Symposium
Service Delivery
SOCAP Australia – 2006 Symposium
Definition
Dictionary• Continuous = united, without a break,
uninterrupted, constant• Improvement = The act of improving; state of
being improvedRailCorp
• We will encourage and support each other to improve the quality and productivity of our work, our systems and our assets
MCCRDo it better tomorrow
SOCAP Australia – 2006 Symposium
SOCAP Australia – 2006 Symposium
Continuous Improvement Cycle
SOCAP Australia – 2006 Symposium
SOCAP Australia – 2006 Symposium
Cycle One
• February 2005 to March 2006
• Historical view of RailCorp:– Performance– Complaints data– Structural changes
• MCCR Background
SOCAP Australia – 2006 Symposium
SOCAP Australia – 2006 Symposium
2. Situation Analysis
• Why are we here?• What do we want to achieve?• How can we set measurable targets?• What are these targets?• What will be measured?• Can we do things better?• What are our roadblocks?• QUESTION EVERYTHING!
SOCAP Australia – 2006 Symposium
SOCAP Australia – 2006 Symposium
AS 4269-1995
Deloitte Touche Tohmatsu (“Deloitte”) 1. Assurance Assessment of the management
of complaints and disclosure of confidential information;
2. Compliance findings and recommendations against existing RailCorp procedures for managing complaints; and
3. Benchmarking these procedures against better practice.
SOCAP Australia – 2006 Symposium
SOCAP Australia – 2006 Symposium
AS 4269: Summary Sheet
• Overall Audit Result = 4 out of 5– “The internal control framework is
effective except for minor weaknesses.”• No significant recommendations• 7 out of 13 elements have no need to be
improved:– Fairness, Assistance, Charges, Remedies,
Data Collection, Systematic and Recurring Problems.
SOCAP Australia – 2006 Symposium
SOCAP Australia – 2006 Symposium
AS 4269: Findings
• Details of recommendations– Improve timeliness of ministerial process and
allocation of cases– Improve the drafting process– Improve knowledge of KPIs– Encourage a standardised referral process
SOCAP Australia – 2006 Symposium
SOCAP Australia – 2006 Symposium
AS 4269: Findings
SOCAP Australia – 2006 Symposium
Element Benchmarking Criteria
Processes/ Controls
Adequacy Improvement Recommendations
Commitment Policy and culture driven from top mgmt. Supportive procedures, roles and responsibilities.
Clear lines of authority.
Manual.
MOU with various business groups.
Position description.
Adequate. CEO statement.
Resources Adequate resources and training.
Various trained staff.
Temps not on training schedule.
Buddy system.
Adequate. Ensure temps are appropriately skilled.
Visibility Well publicised processes that are easily accessible.
Channels are published on multiple websites.
Adequate. Need to update and improve visibility on websites.
SOCAP Australia – 2006 Symposium
AS 4269: Findings
SOCAP Australia – 2006 Symposium
Element Benchmarking Criteria
Processes/ Controls
Adequacy Improvement Recommendations
Access Process – easy to understand and accessible to all.
All customers have access and right to offer feedback.
Adequate. Increase transparency of process.
Responsiveness Quick and courteous resolution.
Quality response.
Performance monitored weekly.
Style guide.
Adequate. Improve communication of KPIs.
Reviews/ Effectiveness
A structured plan to regularly review the effectiveness of complaints system.
New manual. Website-related cases are reviewed.
No formal survey.
Adequate. Introduce a survey to assess customer satisfaction with management of complaints.
SOCAP Australia – 2006 Symposium
3. Development
• What did we need to do to deliver the recommendations?
• What needed to change?
• Develop new goals and targets
• Develop strategies and enabling processes
SOCAP Australia – 2006 Symposium
SOCAP Australia – 2006 Symposium
RailCorp KPI Categories
SOCAP Australia – 2006 Symposium
7. Safety
8. Security
9. Service
10.Staff
11.Ticketing
12.Timetable
1. Claim
2. Cleanliness
3. Environment
4. Facilities
5. Information
6. On-time Running (OTR)
SOCAP Australia – 2006 Symposium
RailCorp KPIs
SOCAP Australia – 2006 Symposium
Telephone – Finalise cases within 5 working days
Web Lodgement – Finalise cases within 5 working days
Direct Correspondence – Finalise cases within 15 working days
SOCAP Australia – 2006 Symposium
4. Implementation
• Performance monitoring– PDAs and SLAs
• Motivation– Office mottos– Regular team briefings– Open communication between managers and
staff
SOCAP Australia – 2006 Symposium
SOCAP Australia – 2006 Symposium
MCCR – Process Maps
SOCAP Australia – 2006 Symposium
Customer calls
131500
CountryLink
DirectMoT
MO TIDCInternal
Switchboard
ICAC
Ombudsman
Case not recorded
CRM to investigate
Transfer to YSL queue
Reviewed by CRM
CategoriseAllocate to
case manager
Log by case manager onto
Satisfy
Is a callback required?
Is the case logged on Satisfy?
Case require investigation?
Advice request to busines unit
Contact customer
Add notes to the case
Customer contacted
Add notes to the case
Close case
No
Yes
Is the case resolved?
Case escalate to CRM
No
Yes
No
Advice received?
Follow up sent to business unit
No
Yes
Yes
No
Yes
If advice still not received from follow up
Customer/MP writes to Minister
Letter received at Minister's
Office & registered
Acknowledge-ment sent by
Minister's office
Ministerial sent from Minister's office to MOT
Ministerial file checked by MOT and
allocated to appropriate
agency
Ministerial file couriered to
RailCorp
Ministerial File registered in
Satisfy System at Ministerial Corro. unit &
document scanned
Ministerial sent to Mgr Corro
for review
Does Advice/Briefing note need to be
obtained from other business unit
Mgr requests Adv./Brief from Business Unit
File allocated to Case Mgr for preparation of
Draft Response
Advice Received?
Draft OK?
Case Mgr re-draft response
Return to RailCorp for
redraft
Send to Minister's
Office
Endorsed by Director M/CD
(MoT)?
Ministerial Response Approved?
File to MCD (MoT)
Signed by Minister
Response sent to
Customer/MP
File to MOT to close
File to RailCorp to finalise and
file papers
Draft response sent to MOT
GM MCCR reviews draft
responseNo
No
Yes
NoYes
Yes
No
Yes
Yes
File movement noted in system
No
Mgr Corro reviews
response
Draft OK?No
Yes
Customer sends an email
CRM to investigate
CityRail
131 500
RailCorp
CountryLink
MOT
MO
Is the case logged on Satisfy?
Transfer to YSL queue
Reviewed by CRM
Categorise case
Allocate to case manager
Research case
Prepare draft
Transfer to CRM
CRM to review draft
Draft approved?
Transfer to case manager
CRM sends email to
customer
Case transfer to case
manager
Case notes added onto
Satisfy
Referral to business unit
Case closed
No
Yes
Yes
No
Customer writes a Letter
K349 CountryLink CEO GM MCCR
Is it received by MCCR?
No record
Does not meet Ombudsman's
and other compliance guidelines
Letter is stamped with date
received and case number
Logged by Administration
onto Satisfy
Reviewed by Manager
Letter scannedAttached to
case
Is advice required?
Referral to relevant
business unit
Advice received and attach to case
Attach advice to case notes
Allocate case to case
manager
Response drafted by case
manager
Transfer to GM for review
Is draft ok?
Transfer to case manager
Signed letter returned to
case manager
Letter sent to customer
Referral to business unit
Case Closed
NoYes
Yes
No
Yes
Other Internal
No
SOCAP Australia – 2006 Symposium
MCCR Instruction Manual
SOCAP Australia – 2006 Symposium
SOCAP Australia – 2006 Symposium
5. Evaluation
• What did we learn?
• What did we achieve?
SOCAP Australia – 2006 Symposium
SOCAP Australia – 2006 Symposium
Cycle One: Achievements
• Continued to show a downward trend for processing ministerials.
• Developed an Emergency Plan.• Aligned customer feedback procedures to
AS4269.• Improved report quality.• No staff turnover.• Developed MCCR Instruction Manual.• External interest in our customer feedback
systems.
SOCAP Australia – 2006 Symposium
SOCAP Australia – 2006 Symposium
Statistics
SOCAP Australia – 2006 Symposium
• Total complaint issues reduced by 24.11%• OTR complaint issues reduced by 64.45%• 56.37% of complaint issues were made by phone in 2006 compared to 79.57% in 2005.
44,701
36,501
14,582
43,633
27,700
5,184
All issues received
Complaint issuesreceived
OTR complaintissues received
No. cases
2004/2005 2005/2006
SOCAP Australia – 2006 Symposium
Statistics
Compliments
0
50
100
150
200
250
Jul-00 Jul-01 Jul-02 Jul-03 Jul-04 Jul-05
SOCAP Australia – 2006 Symposium
SOCAP Australia – 2006 Symposium
KPI Improvement
SOCAP Australia – 2006 Symposium
0
10
20
30
40
50
60
70
Jul-04 Jan-05 Jul-05 Jan-06 Jul-06
Phone Letter Web
SOCAP Australia – 2006 Symposium
Cycle Two
• April 2006 to June 2007
SOCAP Australia – 2006 Symposium
SOCAP Australia – 2006 Symposium
6. Continuous Improvement
• New goals:– ISO 10002 compliance– Target 300
• External review
SOCAP Australia – 2006 Symposium
SOCAP Australia – 2006 Symposium
ISO 10002
Compliance and Complaints Advisory Services Pty Ltd
1. Improve timeliness of ministerial process
2. Continuous improvement in providing timely and effective information to customers at the point of service delivery
3. Improve root cause analysis of actionable systematic complaints
4. Improve feedback and accountability mechanisms for rectification actions taken
SOCAP Australia – 2006 Symposium
SOCAP Australia – 2006 Symposium
Continuous Improvement
• Customer Feedback Policy
• Customer feedback surveys
• Online information
• Database program
enhancements– E.g. Self-reporting
SOCAP Australia – 2006 Symposium
SOCAP Australia – 2006 Symposium
Continuous Improvement
• Learning and Development:– MCCR team;– Frontline employees; and– Transport Infoline.
• Building relationships
• Other projects
SOCAP Australia – 2006 Symposium
SOCAP Australia – 2006 Symposium
Challenges
• Frontline staff knowledge of processes at point of service delivery
• Internal information:– Timely?– Reliable?
• Possible investigative role?
SOCAP Australia – 2006 Symposium
SOCAP Australia – 2006 Symposium
Complaints
SOCAP Australia – 2006 Symposium
0
1,000
2,000
3,000
4,000
5,000
6,000
Jul-00 Jul-01 Jul-02 Jul-03 Jul-04 Jul-05 Jul-06 Jul-07 Jul-08 Jul-09
Monthly complaints
OTR complaints
SOCAP Australia – 2006 Symposium
7. Summary
• Situation Analysis– Review current situation
• Development– Establish shared goals and strategy– Develop enabling processes– Assign responsibilities and roles
• Implementation– Monitor performance– Manage resources – budget, human, knowledge– Maintain motivation
SOCAP Australia – 2006 Symposium
SOCAP Australia – 2006 Symposium
Summary
• Evaluation– Reflection– Update knowledge
• Continuous Improvement– Continually review goals and performance– Organisational targets
SOCAP Australia – 2006 Symposium
Email address: [email protected]
SOCAP Australia – 2006 Symposium