Vero

Vero use the New Zealand Business Excellence Foundation ‘Criteria for Performance Excellence’ as a framework for achieving World Class.

One of the categories requiring measurement by the NZ Business Excellence Foundation is Process Management. Here organisations are required to identify all the processes an organisation considers important for creating value for the organisation, their customers and other key stakeholders. In addition organisations are required to identify and describe key processes that support these value creation processes.

Internal service delivery plays a key part in the value creation process at Vero. When choosing a survey tool to measure this, survey-online.com met the criteria required by Vero including efficiency in data collection and department results being easily accessible for managers.

Following the survey, the improvement process kicks off with a team focus group where survey results are discussed in more detail. The next step is to take the data from the employee survey, the internal service survey and the output from any focus groups and to use this information to produce a performance improvement plan. During this session the “5 Petal” improvement process is used to select the improvement opportunities, clarify root causes and then pilot the improvement solution.

The final step in the process is to re-measure. Survey-online.com provides online trend data enabling survey results to be tracked over time, and performance improvement realised.