Please enable JavaScript.
Coggle requires JavaScript to display documents.
CRITICAL INCIDENT TECHNIQUE, OMBUDSMEN, DOCUMENTATION ANALYSIS - Coggle…
CRITICAL INCIDENT TECHNIQUE
set of procedures for collecting direct observations of human behavior
e.g. backup generator/ server
critical success factors
downtime of server
downtime of internet
downtime pump
absence of LG
Data collection can be carried out
Focus groups
Interviews
Questionnaires with open and closed questions
limitation = weakness
customer rely on their memory.
others interpret the same event in different ways
Implementation
very time consuming and therefore expensive
qualitative in nature (e.g. focus group, interview)
Advantages
of the critical incident technique
interview both internal/ external stakeholders
Internal monitoring need not be confined to customer/staff interactions but can include fellow customers.
total customer experience
Veratile
either qualitative/quantitative and use various data collection method
OMBUDSMEN
regular First aid Cert
monthly OJT
external audit
quality control
ISO Standard
OSHAS (health and safety)
require inspection/audit
DOCUMENTATION ANALYSIS
Existing document
newspaper report
magazine
interview archives
annual report
minutes of meeting
read or listen to your respectively written or recorded service records.
documentation of low-rated service deliveries
hurdle with the method isn’t in the analysis