ERIC Number: ED462554
Record Type: Non-Journal
Publication Date: 2001-Sep
Reference Count: N/A
The Customer Flow Toolkit: A Framework for Designing High Quality Customer Services.
New York Association of Training and Employment Professionals, Albany.; New York State Dept. of Labor, Albany.
This document presents a toolkit to assist staff involved in the design and development of New York's one-stop system. Section 1 describes the preplanning issues to be addressed and the intended outcomes that serve as the framework for creation of the customer flow toolkit. Section 2 outlines the following strategies to assist in designing local customer flow processes: (1) convene a local work team; (2) define the local one-stop system's access points; (3) develop a customer flow model (develop customer flow at the initial point of contact, customer flow for referral to initial services, customer flow for referral to additional services, and continuous improvement activities); and (4) implement the new customer flow procedures. Section 3 is a compendium of promising practices that are currently being applied in local one-stop centers and systems to promote effective customer flow. Section 4 lists the members of the broad-based work team involved in development of New York's customer flow model. Three figures, nine worksheets, and numerous tips are provided throughout the toolkit. The following items are appended: (1) seven key principles of the Workforce Investment Act; (2) a standardized protocol for determining customer needs; (3) customer examples; and (4) examples of customer flow models. (MN)
Descriptors: Agency Cooperation, Assessment Centers (Personnel), Caseworker Approach, Coordination, Counselor Client Relationship, Federal Legislation, Human Services, Job Placement, Job Search Methods, Models, Needs Assessment, Public Relations, Referral, State Agencies, Statewide Planning, Systems Approach, Total Quality Management, Worksheets
For full text: http://www.nyatep.org/CustomerFlowtk.pdf.
Publication Type: Guides - Non-Classroom
Education Level: N/A
Authoring Institution: New York Association of Training and Employment Professionals, Albany.; New York State Dept. of Labor, Albany.
Identifiers - Location: New York
Identifiers - Laws, Policies, & Programs: Workforce Investment Act 1998