About this Presentation
We present an approach to measuring throughput in ‘not-for-profit’ organizations seeking to improve their goal of citizen's / customers' satisfaction. It employs widely-used survey tools to identify service performance gaps. The unambiguous throughput metric produced quantifies customer satisfaction (analogous to money in ‘for-profit’ companies) allowing focused improvement decision making. Participants learn to create customer-satisfaction throughput metrics for service organizations through hands-on application of this win-win approach; thereby helping to expand the TOC body of knowledge.
What Will You Learn
To help you get the most value from this session, we’ve highlighted a few key points. These takeaways capture the main ideas and practical insights from the presentation, making it easier for you to review, reflect, and apply what you’ve learned.
TOC can be applied to public sector and for-cause organizations, not just for-profit entities.
A generalized framework is needed to integrate different areas of management and make TOC applicable to all organizations.
Stakeholder satisfaction can be an overall goal that can be embraced by all types of organizations.
Instructor(s)
