A DPA project was undertaken with the administration section of Cumbria Social Service Inspection unit in its Kendal and Carlisle offices. The project adopted ratings of ServQual as internal customers' views (such as reliability, responsiveness, tangibles, assurance and empathy) and incorporated them into a survey questionnaire. The DPA questionnaire achieved a 100% response from the…

BPIR Categories

9.2.2 Define & align work outputs & metrics
9.6.1 Survey/assess employee satisfaction/morale
6.1.1 Plan key production & delivery processes

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