According to the owners of the Customer Service Excellence Standard, the Cabinet Office, the Government wants services for all that are efficient, effective, excellent, equitable and empowering, with the citizen always and everywhere at the heart of service provision.
With this in mind, the Standard was developed to provide a practical tool for driving customer-focused change within an organisation. The foundation of this tool is the standard which is designed to allow organisations to self-assess their capability in relation to customer focused service delivery, identifying areas and methods for improvement.
The Standard is, by its very nature, focused on customer service. While it provides a useful means for addressing this, it does not help with the wider aspects of an organisation's operations.
It corresponds with the EFQM Excellence Model's nine criteria as follows:
|Partnerships and resources|
|Processes, products and services|
|= addresses many of the Criterion guidance points|
|= addresses some of the Criterion guidance points|
|= addresses few of the Criterion guidance points|
At the BQF, we consider customer service to be vitally important, however this on its own will not improve an organisation's performance if other key areas are neglected. The Model treats customers and people as part of the bigger picture, and enables an organisation to understand how they fit into it.
We can support you and your organisation's use of the Standard alongside the Model with a range of products and services:
This explores the importance of deeply understanding your customers' needs and how to align your organisation to deliver an excellent customer experience.
Using the EFQM Excellence Model and Standards together
This gives an understanding of how standards fit together with the Model and can be used to an organisation's best advantage.
In-house workshops and bespoke training courses are also available. Please call us on 020 7654 5000 or contact us to discuss your requirements.
Find out more about other organisations' approach to delivering customer satisfaction with our case studies.