Scorecard Analysis
Featured in the The Trainer's Quality Pack training manual
By Tony Bray
Category: Quality Improvement
Credit price: 3 download credits (Single user)
Put yourself in your customers’ shoes.
You start the training activity by introducing the need for continuous monitoring of customer satisfaction – linking it to the old phrase ‘put yourself in your customers’ shoes’. The concept of scorecard analysis is explained using a neutral example, after which the participants design scorecards for their own situations. They then assume the role of being their own customers and, using the scorecards, rate how well they are performing. Finally, the participants return for a session when they review what happened, and start to develop action plans.
Who is it for: This training resource is intended for use by trainers to enable participants get a better understanding of how customers feel about your products or services.
- Themes:
- Developing quality consciousness,
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 12 |
| Typical Duration: | 00:35:00 |
| No of Pages: | 11 |
Resources: View standard resources for Fenman training activities
Purpose: This training resource is intended for use by trainers early in a quality initiative to gain commitment to the programme. It will also help your delegates to focus on potential projects for quality improvements. It is essential to use it periodically to ensure that participants continue to give their customers what they want … on time, every time … at the right cost.
Download the training activity, Scorecard Analysis as featured in the Fenman training manual; The Trainer's Quality Pack