2004 ICS Improvement Process
STEP 1: Identify specific areas of dissatisfaction. Why are ACC internal customers dissatisfied with your service, attitude, or promptness?
HOW will you do this? Gather additional data from ACC college departments through questionnaires, surveys, evaluations, focus groups, etc. and solicit suggestions for improvement
STEP 2: Determine approach to address the issues identified. How will you address the concerns of ACC internal customers?
HOW will you do this? Review customer suggestions and discuss possible solutions within the department to determine possible approaches to ACC employee concerns.
STEP 3: Prepare and carry out an action plan. What will you do to address the concerns of ACC internal customers?
HOW will you do this? Develop a task list with measurements and targets, timeline, continued evaluation process, and outcome. Determine who will be responsible for carrying out the solutions.
STEP 4: Evaluate the effectiveness of the action plan. How well did you address the concerns of ACC internal customers?
HOW will you do this? Review the results of the actions against the established targets. If results did not meet targets, undergo problem-solving to determine causes. If results met targets, conduct a follow-up survey or focus group to determine whether internal customers’ needs are being met.