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
Due Date:
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.
Due Date:
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.
Plan Due:
Implement through:
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.
Due Date: