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Mystery

Mystery. Mystery. Shopping. Shopping. Promoting Quality in One-Stop Career Centers Region V Disabilities Training Forum March 3, 2004. eta. EMPLOYMENT AND TRAINING ADMINISTRATION UNITED STATES DEPARTMENT OF LABOR. Mystery Shopping Environmental Scan Themes.

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Mystery

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  1. Mystery Mystery Shopping Shopping Promoting Quality in One-Stop Career Centers Region V Disabilities Training Forum March 3, 2004 eta EMPLOYMENT AND TRAINING ADMINISTRATION UNITED STATES DEPARTMENT OF LABOR

  2. Mystery Shopping Environmental ScanThemes • Widely used in the private sector and increasingly in the public sector • Shoppers pose as customers to evaluate quality and consistency of customer service • Measures performance against a set of standards/expectations • Provides a third party objective view

  3. Mystery Shopping Environmental ScanOne Stop Career Center Results The “snapshot” revealed: • 10 states have programs ( Alaska, District of Columbia, Kansas, Kentucky, Michigan, New York, South Carolina, Texas, Utah, Washington) • Some WIBs in six states have programs ( Florida, Minnesota, North Carolina, Pennsylvania, Washington, West Virginia) • 10 other states expressed interest

  4. Mystery Shopping Environmental ScanOne Stop Career Center Results Obstacles to implementation include: • Lack of funds • Fear factor or the “gotcha” syndrome • Lack of knowledge on how to set up a program

  5. State-Led Michigan New York South Carolina Texas Washington Locally-Led High Country Region, North Carolina Pacific Mountain Partnership, Washington Philadelphia Workforce Investment Area, Pennsylvania Walla Walla, Washington Mystery Shopping Environmental ScanOne-Stop Career Center Case Studies

  6. Mystery Shopping Environmental ScanCritical Components • Involvement of all affected parties • Clear set of locally developed standards • Questionnaire designed to measure service standard/expectations • Staff Training on the service standards/expectations • Recognition program • Analysis and use of results for continuous improvement

  7. Mystery Shopping Environmental ScanKey Findings • Mystery shopping can be a used to improve service quality • Mystery shopping should be built around critical components and expectations • Mystery shopping should be integrated with other quality initiatives

  8. Mystery Shopping Approach • Qualitative and quantitative data collection • Shop in-person, by phone, email and web • Diverse shoppers including • Small business • Individuals with disabilities • Limited or non-English speakers • Common categories • Physical facilities • Knowledge, skills, helpfulness of staff • Quality of resources available

  9. Mystery Shopping Next Steps • ETA articulates One-Stop expectations • ETA operates mystery shopping within the context of defined One-Stop expectations • Mystery shoppers will include a variety of job seekers and employers, including people with disabilities

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