U.S. DEPARTMENT OF LABOR
Employment and Training Administration
Washington, D. C. 20210

CLASSIFICATION

Simply Better!

CORRESPONDENCE SYMBOL

TG

ISSUE DATE

October 8, 1998

RESCISSIONS

 

EXPIRATION DATE

Continuing

DIRECTIVE : TRAINING AND EMPLOYMENT INFORMATION NOTICE NO. 12-98
 
TO : ALL STATE JTPA LIAISONS
ALL STATE WORKER ADJUSTMENT LIAISONS
ALL STATE EMPLOYMENT SECURITY AGENCIES
ALL ONE-STOP CAREER CENTER SYSTEM LEADS
 
FROM : DAVID HENSON
Director
Office of Regional Management
 
SUBJECT : Availability of Updated Simply Better! Tools for Measuring Customer Satisfaction

  1. Purpose. To announce the publication and distribution of updated materials from the Simply Better! Continuous Improvement Project.

  2. References. Training and Employment Information Notice (TEIN) No. 11-95, Simply Better! Continuous Improvement Project, and TEIN No. 16-95, Availability of Simply Better! Tools for Measuring Customer Satisfaction with Employment and Training Programs.

  3. Background. The Workforce Investment Act (WIA) of 1998 establishes customer satisfaction as a major component of a comprehensive performance accountability system designed "...to assess the effectiveness of States and local areas in achieving [the] continuous improvement of workforce investment activities...." Section 136 of the Act describes both State and local performance measures as consisting of core indicators--entry into and retention in unsubsidized employment, earnings, and attainment of a recognized skill credential--and a customer satisfaction indicator. The Act describes this customer satisfaction indicator as follows: "The customer satisfaction indicator of performance shall consist of customer satisfaction of employers and participants with services received from the workforce investment activities authorized under this subtitle. Customer satisfaction may be measured through surveys conducted after the conclusion of participation in the workforce investment activities."

    States and local workforce investment boards must develop plans which establish quantifiable, measurable levels of performance for each indicator--including customer satisfaction--and must periodically report on their progress toward achieving these levels.

    The Employment and Training Administration (ETA) anticipates that these provisions of the WIA will lead to heightened interest in the techniques of measuring customer satisfaction and the principles of using customer feedback to create a continuously improving organization. The publications described in this TEIN are designed to help carry out these important tasks.

  4. Simply Better!. Simply Better! is a national technical assistance project designed to help employment and training professionals and organizations incorporate principles of continuous quality improvement into their daily operations. Its overall goals are 1) to design products and provide services that assist workforce development organizations to implement continuous improvement efforts, and 2) to develop a learning network of individuals and organizations committed to continuous service improvement, to customer satisfaction and to exceptional quality. Simply Better! has created its own Internet home page to connect the members of this peer-to-peer assistance network.

    Since 1995, Simply Better! has developed and published four technical assistance guides (TAGs) for workforce development program practitioners: A guide to organizational self-assessment using the Baldrige Award questions; a TAG on customer identification and satisfaction measurement; a guide to conducting focus groups to uncover the needs and expectations of customers; and a manual on implementing continuous improvement techniques in the day-to-day operations of employment and training agencies. Over 10,000 copies of these publications have been distributed nationwide.

    Publication of each TAG was followed by an intensive training regime. Train-the-trainer sessions have been held in each ETA Region for local, State and Regional Office training delivery staff. These trainers have, in turn, held "turn-around" training sessions for local agencies in most States. To date, well over 1200 people have attended SB! training.

  5. Publication Updates and Revisions.  Simply Better! has recently revised, expanded and reprinted two of its publications that deal with collecting and analyzing customer feedback.

  6. Distribution. Print copies of The Voice of the Customer TAG, The Voice of the Customer Workbook, Customers in Focus and all other Simply Better! products are available from the Regional Office contacts. In addition, the text of these TAGs may be downloaded from the Simply Better! web site (see the Simply Better! website, at www.simplybetter.org, for Regional Office Simply Better! contacts and materials).

    The Missouri Training Institute has distributed multiple copies of the Voice of the Customer CD-ROM to each State JTPA liaison. Additional copies are available from ETA Regional Offices.

  7. Inquiries. Questions should be directed to the appropriate Regional Office Simply Better! contact.

 

 


 

 

Simply Better! Regional Contacts

Web Page. http://www.simplybetter.org

Boston

Valentine Castaneda
John Ladd
Ray Poet

617-565-2270
617-565-2229 fax

New York

Joe Lewis
Dominick Rivera

212-337-2180
212-337-2144 fax

Philadelphia

Vangie Cooper

215-596-0776
215-596-0329 fax

Atlanta

Nancy Hawkins
Sonja Johnson

404-562-2109
404-562-2151 fax

Chicago

Lisa Rosendale
Tom DiLisio
Nola Penn

312-353-1937
312-353-4474 fax

Dallas

Sylvia Craig
Monique McMahon
John Smith
Mary Jane Williamson

214-767-2154
214-767-4952 fax

Kansas City

Fred Homan
Frank Wilson

816-426-3796
816-426-2729 fax

Denver

Niall Rogers
Skip Sweeney

303-844-1668
303-844-1685 fax

San Francisco

John Humphrey
Maria Remboulis

415-975-4633
415-975-4612 fax

Seattle

Bill Janes
Rosemary Kafara-Cowan
Barak Rosenbloom

206-553-7930
206-553-0098 fax

National Office

Jim Aaron
Joe Fischer
Ric Larisch

202-219-5585
202-219-6510 fax