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The secret of the Matrix

When the City of Charles Sturt developed its award winning Customer Diamond Program, the focus of providing first class customer service was taken beyond being the responsibility of administrative staff, as is often the tradition, and given a much broader base.

All staff at Charles Sturt, from the General Manager down, play a role in the specific processes of ensuring they are achieving their goals. While the Customer Diamond Program was a catalyst for ensuring an organisation wide approach to customer service delivery, Council identified areas for improvement and these lie at the heart of what has been dubbed, the Matrix.

"The Matrix is a unique, innovative and comprehensive tool designed by us which provides a 'road map' and a performance management tool for ensuring progress towards excellent customer service delivery," said Nick Petrucco, Manager Library and Customer Services.

"This program has been a significant investment of resources and the outcomes to date have exceeded our expectations. It is an extension of what has been developed on an ongoing basis for three years &endash; it's definitely not a fad."

The Matrix provides for staff training and for in house auditing of processes on a regular basis. Each business unit builds customer service initiatives into its programs to achieve levels prescribed by the Matrix.

They are now required to survey their customers regularly, share that information with other business units, customers and their partners, and highlight any initiatives which have been brought about by responding to customer feedback.

Each business unit is independently audited to progress through each Matrix level.

"The entire organisation is now working to the same standards and goals," Nick Petrucco said.

"An external consultant conducted initial audits, however with the implementation of the Matrix SWOT team, we now conduct audits internally."

He said the Matrix is unique and successful for the following reasons.

• The entire organisation is involved.
• The same program is being tailored for all teams, from the depot to finance, to economic development.
• It is totally integrated into the performance management system, from the General Manager level down.
• Inhouse audits are now conducted bi annually.
• The comprehensive business planning program incorporates performance management standards, consultation, training, coaching, business planning, and partnering and much more.
• The program has now been running for over three years and is continuing.
• The Matrix breaks with the culture of making customer service delivery a customer service team responsibility, making it everyone's concern.
• Reward and recognition are important parts of the process.
• The Matrix SWOT team leads the way with coaching and support as well as succession planning.
• The tool has been developed and implemented in house.

For further information contact Kelly Westall, telephone (08) 8408 1109.

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