Hello Class,
I really learned a lot from this week's reading and hope to continue incorporating
with continuous improvements on streamlining process, and providing excellent customer service. One process that needs improvement is improving our
customer/client satisfaction. As with many organizations, we are experiencing heavy turnover and out clients are getting the brunt end of it. Many times, our clients have no idea on who to contact to report changes due to the turnover. As quick as we hire someone, they leave; this makes it difficult to service the families under those caseloads. Our job is to make sure that the family report all changes in their income and household composition as their rent amounts depends on this Without a caseworker for the caseload, the changes reported are not immediately handled and this can put a hardship on the family and can even result in the family
losing their housing due to being evicted. The process that our continuous improvement committee was to create a call center, this call center would be responsible for answering all calls whether there is a caseworker assigned or not. No call would go undocumented to be distributed/reassigned for follow-up. The call center would also help with reducing the number of complaints received and the number of clients who come into our office seeking assistance because no one called them back. Our call center has been in operation for the 3 months now, and we have seen a significant reduction of in-person visits to the office, this was done by using graphs comparing pre-call center quantity to post call center results. The Pareto chart was also used in terms of the reasons for the calls and visits and they were listed by the most requests; reporting changes, to the least; landlord payment request. The call center is getting us back on tract in providing great customer service to our families.
-La Shaun
Goetsch, D. L., & Davis, S. (2020). Quality Management for Organizational Excellence (9th ed.). Pearson Education (US). https://mbsdirect.vitalsource.com/books/9780135577424
The 7 basic quality tools for process improvement. ASQ. (n.d.). Retrieved September 30, 2022, from https://asq.org/quality-resources/seven-basic quality-tools