Resources - Customer Focus - Minnesota Dept. of Health

Resources - Customer Focus - QI

Guides

Measuring Customer Satisfaction: Improving the Experience of King County's Customers (PDF)
King County, WA: Office of Performance, Strategy and Budget; Customer Service Director, King County Executive's Office
One county's guide to help its departments, agencies, and programs focus on their customers. It has tools and resources that address the purpose, design, and use of customer information to improve programs/services/products.

Measuring Customer Satisfaction: Nine Steps to Success
ASTHO (Association of State and Territorial Health Officials)
A resource for those interested in doing surveys. It takes you through nine steps to prepare your own surveys and apply the results.

Books

Superior Customer Satisfaction and Loyalty
ASQ (American Society for Quality)
A book (available for purchase) for those interested in more detailed information about customer focus, including unbiased surveys and statistical analysis.

Tools

Customer Identification Worksheet
Minnesota Dept. of Health
A tool used to help you identify your customers and their needs based on what program/service/product you are providing.

Critical to Quality (CTQ) Tree
MindTools
A tool used to translate broad customer needs and requirements into specific, measureable performance requirements.

Kano Model
ASQ (American Society for Quality)
A tool that helps prioritize customer needs and requirements by grouping them into three categories: Expected Quality (must haves), Normal or Performance Quality, and Exciting Quality.

Online

Roadmap to a Culture of Quality Improvement
NACCHO (National Association of County and City Health Officials)
Customer focus is a foundational element of an organization's quality improvement culture. This resource is a guide developed for local health departments to help them achieve a culture a quality, including how to improve customer focus.

PHQIX (Public Health Quality Improvement Exchange)
An online database of quality improvement (QI) initiatives from across the country. It includes QI projects that focused on improving customer satisfaction, examples of how others incorporated customer input into their QI initiative, and this webinar about customer satisfaction.

PHAB (Public Health Accreditation Board)
This website provides information about how customer satisfaction is incorporated into public health accreditation, and the documentation needed to meet the standards.