There is always a desire to continually improve. A key
component to this is the ability to collect and share feedback as it pertains
to the area that you are looking to improve upon. From our first memories we
are getting feedback on how we are performing. From our parents, coaches and
teachers we have a history of getting some level of review from those around us
on daily activities. So it should be second nature to solicit, receive and take
action on professional feedback, right?
Well in some cases, despite our best intentions, we have
not built in a strategy to account for particular levels of feedback for
defined improvement initiatives.
So, how do we proceed?
First, target an area for improvement. The key word here
is target; keep the scope simple to ensure you are able to make incremental
improvements. Feedback works best when it relates to a specific goal. Outlining
what we want to improve in the first place will better set us up for asking for
the right information on feedback forms such as surveys.
Next, we need to plan how we will review and respond to, feedback provided. People will be far more
receptive to giving us information if they know that it is actually making a lasting
difference in ways that matters to them. Plan to review and where appropriate
respond on a schedule. This provides consistency for those receiving a
response, but remember that keeping this simple will allow for you and your team
to be able to consistently provide responses. It can be very easy to let this
get out of control. Determining a timeline for the process of collection and
review will depend on the improvement strategy which you are setting. For
example some improvement initiative may revolve around workplace satisfaction
which may be conducted annually as compared with a survey on speed of service
for a particular customer interaction which may be more frequent
Once we have the feedback, translating it into something
we can work with this the next step. In some cases the feedback on a personal
interaction may need to be presented in a way which will reinforce the goal we
are trying to accomplish in a ‘positive’ way, this is not say we should
sugar-coat the feedback. However people may dwell more on a comment with a
negative connotation rather than the issue it was meant to describe.
In the end collecting and responding to feedback will
allow for your organization to improve not only the service which it provides
but improving communication between you and your business as well.
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Labels: BRM, feedback, ITSM, Service Delivery, service desk