BDA = British Deming Assoiation
Alan
BDA SHEFFIELD REGIONAL GROUP
is delighted to present a talk by Gari Jones of the DVLA on
Quality and Performance in the DVLA Customer Enquiries Unit
Thursday 23 April 1998, 5.30pm for 6.00 pm
George Jowitt & Sons Ltd, Wreakes Lane, Dronfield, Yorkshire
In many respects the vehicle licensing authority is a typical service
organisation. Much of the work is similar to that of any other call
centre. DVLA deals with over 20,000 telephone callers per day,
In its early years, the DVLA gained a well-deserved reputation for muddle,
confusion and lack of concern for its "customers". That has all changed.
In a recent survey carried out for British Telecom customers were asked
which telephone enquiry services they rated as excellent. DVLA scored
higher than any other Government Department or Agency and well above
private sector bodies such as banks, gas, and electricity companies.
In the last few weeks Gari's team have made a further 30% improvement in
one key measure.
Gari will explain what has been done, and why, to bring about this
transformation. He will explain how his thinking has been guided by the
Deming philosophy, driven by a systems perspective-and all this with
little or no support, much indifference and some outright opposition from
his peers and superiors in the Agency. indeed with! 'I lie end result has
been to create "deliLIit" f(ir the caller.
Come along and hear for yourself how this has been achieved,
Please contact Moira Wager on telephone 01246 299003 or fax 01246
411880 to advise of your attendance and for directions.
--Alan Mossman mail to:alanmossman@compuserve.com The Change Business Ltd 19 Whitehall STROUD GL5 1HA UK 01453 765611 N.B. new fax: 01453 763083 y
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