The drive for quality and efficiency improvements in Local Government has required a review of existing work practices to ensure quick and responsive service delivery. Wyndham City Council has achieved significant advances in its customer service through its innovative TQM Through Customer Service Teams training course. The course, which is quite unique, combines Total Quality Management, customer service and teambuilding.
Through this training participants are able to focus on specific customer service issues directly related to their work and, by identifying current opportunities for improvements, apply Total Quality Management techniques to enhance customer service.
The training course, which is nationally recognised, received formal accreditation as a short course by the Victorian Office of Training and Further Education. It is one of a number of competency based training programs being developed by Wyndham City Council following the organisation’s formal registration as an industry private provider of vocational education and training.
According to Steve Swiderski, Council’s Human Resource Consultant, the course has led to identifiable improvements within the organisation both in attitude and in business results.
“The course allows staff to focus on specific customer service issues directly related to their work,” he said. “It shows staff practical methods to improve service delivery and how to better operate as a team.”
“An important component of the short course is that participants are not issued a certificate until they complete an improvement project directly related to their own work environment.
“To illustrate the success of the course, Council has witnessed a 30 percent increase in its ability to satisfy enquiries at the first point of contact since its customer service team attended the inaugural course in late 1996.”
Staff from Council’s Maternal and Child Health services also benefited from the training by applying the competencies learnt at the workshops to develop an infection control protocol in maternal and child health centres, to ensure safe, clean and hygienic environments.
As a nationally recognised trainer, Wyndham has delivered the course to other organisations. Participants have acknowledged the advantages of applying the practical strategies to their work, including a strong commitment to implementing improvement projects.
For further information contact Steve Swiderski, telephone (03) 9742 0809.
