ERIC Number: ED473655
Record Type: Non-Journal
Publication Date: 2002
Reference Count: 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)
Descriptors: Accountability, Administrator Effectiveness, Benchmarking, Computer Mediated Communication, Cost Effectiveness, Credibility, Delivery Systems, Developed Nations, Educational Technology, Foreign Countries, Group Unity, Improvement Programs, Job Satisfaction, Motivation, Organizational Climate, Organizational Objectives, Performance Factors, Personnel Evaluation, Postsecondary Education, Program Design, Program Evaluation, Program Implementation, Quality Control, Self Evaluation (Groups), Trainers
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
Authoring Institution: Learning and Skills Development Agency, London (England).
Identifiers - Location: United Kingdom (England)