Net Promoter Score (NPS) for Continual Improvement
12 Dec, 2019 |
Continual improvement and striving for excellence should be at the heart of every organisation. As a provider of business improvement training and a proponent of Quality systems and tools, we wanted to ensure that we weren’t taking for granted our own improvement system and looked for ways to better understand our customers and what makes them happy.
Over the years we’ve become accustomed to collecting paper feedback forms at the end of a training course. These asked delegates questions on all areas of their experience, from the pre-course booking process to course delivery and learning outcomes.
We asked lots of questions and gathered lots of data. The challenges we faced were knowing where to focus our efforts and addressing the fact that delegates had to hand the forms back to a tutor who they may have wished to provide feedback on.
A recent article in the Economist painted a gloomy picture suggesting another global recession may be on the horizon. Worryingly, with interest rates low and previous policy ideas less palatable, they ask if the world economies are ready to weather such a storm. We should also be asking ourselves if our organisations are ready to deal with such uncertainty.
Research completed by the Centre for Economic Performance (CEP) after the 2008 recession showed that the quality of management practices are a key indicator in predicting an organisation’s ability to survive (or succeed in) the unpredictable challenges of a recession. Maybe this is why a consistent topic of conversation at the moment on our Management Systems training courses (regardless of whether the subject is Quality, Environmental or Health & Safety focussed) is Lean. After all, the Japanese know a thing or two about surviving natural disasters and long term stagnant economic growth.
The deadline for transitioning to the 2015 version of ISO 14001 has now passed, with certificates for ISO 14001:2004 expiring in September 2018. There is no single source of accurate data on the number of organisations that made the transition before the deadline, but there are indications that around 90% did so.
Is Your Customer Data at Risk from Suppliers and Partners
2 May, 2018 | ISO 27001
The Facebook and Cambridge Analytica debacle has shown how suppliers and partners can so easily put customer data at risk and has highlighted the need for organisations to urgently review their partner and supplier data practices.