Partnering for Quality under the Workforce Investment Act: A Tool Kit for One-Stop System Building. Module 3: Collecting and Using Customer Feedback. Trainer Manual with Participant Workbook.

Autor/inn/en	Kogan, Deborah; Koller, Vinz; Kozumplik, Richalene; Lawrence, Mary Ann
Institution	Social Policy Research Associates, Menlo Park, CA.
Titel	Partnering for Quality under the Workforce Investment Act: A Tool Kit for One-Stop System Building. Module 3: Collecting and Using Customer Feedback. Trainer Manual with Participant Workbook.
Quelle	(1999), (124 Seiten) PDF als Volltext kostenfreie Datei Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Monographie
Schlagwörter	Leitfaden; Unterricht; Lernender; Leitfaden; Unterricht; Lehrer; Agency Cooperation; Behavioral Objectives; Career Centers; Classroom Techniques; Client Characteristics (Human Services); Communication (Thought Transfer); Cooperative Planning; Coordination; Data Analysis; Data Collection; Delivery Systems; Educational Legislation; Employment Services; Federal Legislation; Feedback; Guidelines; Labor Force Development; Learning Activities; Learning Modules; Lesson Plans; Linking Agents; Needs Assessment; Partnerships in Education; Program Implementation; Research Utilization; Systems Approach; Teaching Guides; Teaching Methods; Workbooks; Worksheets + Suchen Sie Ihr Suchwort? Lesson concept; Instruction; Unterrichtsentwurf; Unterrichtsprozess; Teacher; Teachers; Lehrerin; Lehrende; Berufsbildungszentrum; Klassenführung; Communication; thought; Kommunikation; Gedanke; Koordination; Auswertung; Data capture; Datensammlung; Auslieferung; Bildungsrecht; Schulgesetz; Employment service; Arbeitsvermittlung; Bundesrecht; Richtlinien; Arbeitskräftebestand; Lernaktivität; Learning module; Lernmodul; Lesson planning; Unterrichtsplanung; Bedarfsermittlung; Hochschulpartnerschaft; Forschungsumsetzung; Systemischer Ansatz; Lehrerhandbuch; Teaching method; Lehrmethode; Unterrichtsmethode; Arbeitsbuch
Abstract	This document is part of a five-module training package to help employment and training service providers comply with the Workforce Investment Act (WIA) of 1998 and develop a one-stop training and employment services system. It contains the participant workbook, trainer manual, and activity worksheets for a module on collecting and using customer feedback. The training manual presents a detailed lesson plan that includes step-by-step instructions for using the following tools and techniques to deliver the module: presenting overhead slides, having participants complete exercises; writing information on flip charts; using small group discussions; and using full group discussion. The workbook activities and worksheets are designed to help participants understand why customer feedback should be the foundation for designing a responsive service system and to teach participants to collect and analyze customer feedback. Participants are presented with a four-phase customer feedback collection consisting of the following actions: (1) prepare to collect feedback by identifying services and/or products, customer values, customer requirements/attributes, and product features; (2) use qualitative and quantitative techniques to collect proactive and reactive feedback; (3) use qualitative and qualitative methods to analyze feedback; and (4) utilize customer feedback in policy and procedural decisions, to make individual daily improvements, and as part of a continuous improvement system. (MN)
Anmerkungen	For full text: http://usworkforce.org/onestop/pdf/partner3.pdf.
Erfasst von	ERIC (Education Resources Information Center), Washington, DC