Resources - Customer Focus - Minnesota Dept. of Health

Customer Focus Resources

Guides
Books
Tools
Online
Customer Focus in Action

 

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

Public Health and QI Toolbox
Minnesota Dept. of Health
A collection of tools for public health, quality improvement, and more! You can search by topic (e.g., Customer Focus), or choose a specific tool to view.

CI Toolbox
Minnesota Dept. of Administration
Resources and tools for training and leading continuous improvement projects.

 

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.

Six Sigma VOC/Customer Focus
This website offers customer-focused information based in the Six Sigma model of quality improvement.

 

Customer Focus in Action

MDH Connect
MDH Connect uses a continuous customer engagement cycle to gather customer feedback and determine next steps. It used an “Open House” format to engage customers and gather input. Its customers are MDH staff. For more details about the Open House format, see: MDH Connect Open House Plan (PDF).

MDH Customer Focus Connection
In this podcast, MDH staff share their experiences using customer-focused approaches.