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How to identify 'reviews' - BC plan (Internal - top down (priority…
How to identify 'reviews' - BC plan
internal - bottom up (priority 3)
All employees - direct, huddle, team mtg, etc
Approaching change agent, escalate to mgr who gives permission for staff member to action
General observation from teams/change agents
filter through prioritisation
Legislation, regulation, good practice guide
Trigger for employees to assess impact
Mgt team, mgr forum
Approach us, be seen, update item on agenda when appropriate
Proactive - attending huddles, team meeting, etc
Item on agenda on change (activity eg cust journey, SWOT)
Get them thinking about change, what change have they got planned, what resources are required
Customer journey - get them to do it then they get a real customer to do it.
External / customers (priority 4)
Complaints
Performance clinic style - pick one service and review complaints - number, nature, whats changed
Social media, comms
Cust serv may flag issue - report to service?
Internal - top down (priority 1)
HOS, CLT, Mosaic
transformation board
Emails
Conversations
MTFS
Service plan
Partners - CPSB, CCC, DWP, Combined Authority
Focus on county links - e.g. slashing supporting people budget
Members
Growth bids
Other influences (priority 2)
IT roadmap, digital team, web team
Through prioritisation/filter
art of the possible
Sift and select
Cust sat surveys, performance reports, avoidable contact data
What is the data indicating
Audit - red flagged to BC