A performance measurement tool for improving customer satisfaction with a local government framework: A case study of Cheshire County Council, Engineering Service
AbstractThe dissertation describes the research undertaken and presents findings from a review of approaches, in order to measure and understand what factors contribute to either achieving or inhibiting customer satisfaction within Cheshire County Council, Engineering Service. The aim of the research is to establish a performance measurement tool for addressing and improving customer satisfaction levels. This will be carried out by conducting a balanced appraisal within a regional engineering service environment, in order to assemble the required data for enhancing current practices and to meet the challenge of continuous improvement of performance for CES. The dissertation describes the methods utilised in order to achieve these objectives by: • Reviewing relevant literature associated with organisational performance and customer satisfaction. This will inform and provide the framework for the research. • Defining the methodology adopted to undertake the research in terms of the philosophical stance, approach, strategy and methods of data collection utilised. • Reporting the findings of the research, demonstrating how they were arrived at through analysis of the collected data and by testing this against relevant theory. Qualitative methods have been adopted for the purpose of this case study. It is anticipated that this case study will enable the Service to contribute to improving the overall moderate three star status achieved by the County Council at it's latest comprehensive performance assessment in accordance with the government's customer focused modernising agenda. The research question and aims that are being investigated for the purpose of this study are: What type of Performance Measurement Tool should be used for improving customer Satisfaction, within a Local Government Framework? To analyse the current performance measurement tools, within an ES environment. To provide a balanced appraisal for evaluating customer satisfaction through performance management within an Engineering environment. To identify the gaps between levels of customer satisfaction and perceived performance by analysing the results of aims 1 and 2 and making recommendations for improvement. To establish what changes are required to be taken by Engineering Service to ensure customer satisfaction and to meet the challenge of continuous improvement in performance. In order to answer the research question and to achieve the research aims, a phenomenological philosophy is adopted, using a case study strategy and an inductive approach. The data collection methodology has been identified based on the findings of an internal focus group established to review customer satisfaction. The parameters of detailed research methodology are extended to four regional authorities in addition to Cheshire in order to demonstrate a balanced and authoritative outcome.
PublisherUniversity of Chester
TypeThesis or dissertation
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