Martin Hill-WilsonBrainfood Consulting

Simon ThatcherEcho Managed Services

Jonathan WaxNexidia

Best

Pr act ices in

Per for mance

& Qual i ty

Management

P&Q c a m p a i g n

P&Q c h a l l e n g e

P&Q n e x t g e n

Achievement #1

A completed ‘Strategic Quality Framework’ reviewEvidence

Ability to show how previous and upgraded ecosystems compareAbility to visualise how upgraded ecosystem works

Achievement #2

A plan to implement upgraded versionEvidence

Ability to show how upgrades are being introducedAbility to show targeted & actual benefits of upgrade

Annual Best Practice Dinner

All completed assessments receive P&Q challenge awards Best upgrade examples have opportunity to present

Manchester - CCMACo-op FoodAA InsuranceStream (M&S)Hermes-EuropeKingsway Claims Mastercard WorldwideOdeon UK CinemasPaymentshieldCapita

Co-operative InsuranceSanctuary Housing DunelmBUPA

Bristol - SWCCF/WCCFFujitsuNOMSCaerphilly County Council Dwr Cymru Welsh Water

Principality South Wales Police RACCarpeoCastelan Group ScrewfixAnglian Water

C U R R E N T C H A L L E N G E

ExpensiveManual Process

LowSampleSize

LowBehaviouralImpact

WeakProof Points

“Unfair!”

PerformanceChangesMissed

NonSpecificCoaching

SituationsRemainUnaffected

LowCredibilityEvidence

InflexibleScoring

TH

E IS

SU

E

Our approach to quality monitoring

1. Is high effort - low value2. Is effective at improving advisor performance3. Is welcomed and trusted by advisors4. Makes our service quality a competitive edge

S t rate g i c Q u a l i t y

F ra m e w o r k

Who Defines Quality?e.g.

Customers

Regulators

Leadership

Advisors

Others

e.g.

Performance

Compliance

Improvement

Innovation

e.g.

External Surveys

Internal Surveys

Evaluations

Analytics

e.g.

Performance Mgt

Coaching

‘Fixing It’

Best Practice

e.g.

Leadership

Team Leaders

Quality Team

Peer to Peer

Analysts

1 2 3

567

e.g.

Process Based

Systems Based

Needs Based

Self Managed

4

e.g.

Metrics

Behaviours

Feedback

8

For Which Outcomes? From What Inputs?

What Drives Quality?

Who Gets Involved?Why Get Involved?e.g.

Recognition

Reward

Career

Belief

What Is Success?

How Is QualityImproved?

11

It's an 'ecosystem' way of thinking about service quality and people performance

e.g.

External Surveys

Internal Surveys

Evaluations

Analytics

3

From What Inputs?

12

O u t c o m e s

Clarity on which data sources we should use in our quality management

Q u e s t i o n s

E x t e r n a l S u r v e y s : Does this include post interaction surveys, mystery shopping

exercises, 3rd party surveys, audits or any other VoC (Voice Of

The Customer) data such as social media monitoring?

I n t e r n a l s u r v e y s : Should we poll advisors/team leaders and others as valid inputs?

E v a l u a t i o n s : What role will existing quality evaluations play?

A n a l y t i c s : If we used Interaction Analytics? How would this

compliment/integrate with other sources of feedback?

I s s u e s

• How do we co-ordinate with other users of these data sources?

• Do some carry more weight than others?

Observations

Reasons & Intended Benefits Of Taking The P&Q Challenge

Do you match the ‘perfect’ P&Q ecosystem which..?

1. Requires a flexible mind-set culture and avoids the tick box mentality

2. Empowers a culture of people being listened to, valued and encouraged

3. Enables the front line view of quality to influence management decisions

4. Has the flexibility to adapt as customer needs change

The ‘magic beans’ from which the new culture grew

1. Providing a 6 month space to think, plan and act

2. A support network

3. Co-creating how it works

4. From scores to behaviours

5. From telling to learning

6. From micro mgt to mutual respect

7. From assuming to listening

8. From ‘always the same’ to ‘always evolving’

Register for next year’s P&Q Challenge. Get In Touch with Zaiba ZMian@nexidia.com

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