ERIC Number: ED458424
Record Type: Non-Journal
Publication Date: 1999-Jul
Reference Count: N/A
Partnering for Quality under the Workforce Investment Act: A Tool Kit for One-Stop System Building. Module 3: Collecting and Using Customer Feedback. Trainer Manual with Participant Workbook.
Kogan, Deborah; Koller, Vinz; Kozumplik, Richalene; Lawrence, Mary Ann
This document is part of a five-module training package to help employment and training service providers comply with the Workforce Investment Act (WIA) of 1998 and develop a one-stop training and employment services system. It contains the participant workbook, trainer manual, and activity worksheets for a module on collecting and using customer feedback. The training manual presents a detailed lesson plan that includes step-by-step instructions for using the following tools and techniques to deliver the module: presenting overhead slides, having participants complete exercises; writing information on flip charts; using small group discussions; and using full group discussion. The workbook activities and worksheets are designed to help participants understand why customer feedback should be the foundation for designing a responsive service system and to teach participants to collect and analyze customer feedback. Participants are presented with a four-phase customer feedback collection consisting of the following actions: (1) prepare to collect feedback by identifying services and/or products, customer values, customer requirements/attributes, and product features; (2) use qualitative and quantitative techniques to collect proactive and reactive feedback; (3) use qualitative and qualitative methods to analyze feedback; and (4) utilize customer feedback in policy and procedural decisions, to make individual daily improvements, and as part of a continuous improvement system. (MN)
Descriptors: Agency Cooperation, Behavioral Objectives, Career Centers, Classroom Techniques, Client Characteristics (Human Services), Communication (Thought Transfer), Cooperative Planning, Coordination, Data Analysis, Data Collection, Delivery Systems, Educational Legislation, Employment Services, Federal Legislation, Feedback, Guidelines, Labor Force Development, Learning Activities, Learning Modules, Lesson Plans, Linking Agents, Needs Assessment, Partnerships in Education, Program Implementation, Research Utilization, Systems Approach, Teaching Guides, Teaching Methods, Workbooks, Worksheets
For full text: http://usworkforce.org/onestop/pdf/partner3.pdf.
Publication Type: Guides - Classroom - Learner; Guides - Classroom - Teacher
Education Level: N/A
Audience: Practitioners; Students; Teachers
Sponsor: Employment and Training Administration (DOL), Washington, DC.
Authoring Institution: Social Policy Research Associates, Menlo Park, CA.
Identifiers - Laws, Policies, & Programs: Workforce Investment Act 1998