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ERIC Number: ED458424
Record Type: Non-Journal
Publication Date: 1999-Jul
Pages: 124
Abstractor: N/A
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)
For full text:
Publication Type: Guides - Classroom - Learner; Guides - Classroom - Teacher
Education Level: N/A
Audience: Practitioners; Students; Teachers
Language: English
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