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ERIC Number: ED473655
Record Type: Non-Journal
Publication Date: 2002
Pages: 63
Abstractor: N/A
Reference Count: N/A
ISBN: ISBN-1-85338-819-X
ISSN: N/A
Learning Probe: Benchmarking for Excellence. Questionnaire. Second Edition.
Owen, Jane; Yarrow, David; Appleby, Alex
This document is a questionnaire designed for work-based learning providers. It is a diagnostic benchmarking tool developed to give organizations a snapshot of their current state. Following a brief introduction, there are instructions for filling in the questionnaire, which includes both open-ended response and scoring according to a pre-determined scale. Participants are asked to consider both motivating influences or drivers and results. The following categories are motivating influences or drivers: (1) management style; (2) service culture; (3) staff management; (4) understanding the customer; (5) service design and development; (6) delivery system and processes; (7) instructional technology and electronic communication; (8) working with suppliers; (9) managing for improvement; (10) service recovery; flexibility/responsiveness; (11) cost and value; and (12) service standards. Results categories are: (1) internal service quality; (2) service effectiveness; (3) service quality; (4) customer satisfaction and value; (5) customer loyalty; and (6) business performance. A glossary of terms used in the questionnaire is included. (AJ)
Learning and Skills Development Agency, Regent Arcade House, 19-25 Argyll Street, London W1F 7LS, United Kingdom. Tel: 020 7297 9000; Fax: 020 7297 9001; Web site: http://www.lsda.org.uk/home.asp. For full text:
Publication Type: Tests/Questionnaires
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: Learning and Skills Development Agency, London (England).
Identifiers - Location: United Kingdom (England)