For over seven years during the 1990s, I was involved with the Total Quality Management Institute, formed by leaders of some of Australia's major corporations. This organisation's members embraced a corporate philosophy of continuous improvement, which was all about meeting and exceeding customers' needs. Meeting and exceeding those needs would ensure customers remained with you, creating market share. The core of this was the development of systems that met the customers' needs. If we replace the term customers with members, the same process applies.
Here are some ideas to help you develop, review or update your systems.
😎 Identify the Essential Services Provided to Members by the Association: Purpose: Understand and outline the association's core services to its members. These could include membership management, event organisation, advocacy, educational programs, networking opportunities, or other member-focused activities. Action: Review existing member feedback and analyse current services, including the value proposition position, to identify how they impact member satisfaction.
😎 Ensure Documentation of How Services are Delivered to Members: Purpose: Create a clear and detailed description of the service delivery processes to ensure consistency and quality. Action: Develop written procedures, flowcharts, or manuals describing each service delivery step. This documentation should cover all relevant aspects, including timelines and the persons responsible.
😎 Regularly Update Documented Processes to Reflect Current Practices: Purpose: Keep the documentation accurate and relevant as processes evolve over time. Action: Establish a routine schedule for reviewing and updating the documented procedures. This could involve quarterly reviews or updates from those referring to the documentation.
😎 Store Processes in Electronic Format for Accessibility and Ease of Updates: Purpose: Make the documentation accessible to all relevant parties and simplify the update process. Action: Store all documented processes on a secure digital platform (like a shared drive, document management system, or intranet). Ensure the platform is user-friendly and searchable, allowing version control to track changes over time.
😎 Determine Who Within the Association Needs Training in these Documented Procedures:
Purpose: Ensure that all relevant staff and volunteers know the procedures they must follow.
Action: Identify which roles or individuals are responsible for delivering the services and provide them with the necessary training on the
documented processes. Tailor the training to each group's specific responsibilities and ensure everyone understands their role in
maintaining service quality. Regularly assess training needs, significantly when processes are updated.
Need assistance with systems? Contact us today.
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