APPENDIX 20 - Tourism Staff Feedback on EFQM Survey Results
Strongest
“Yes” Scores
1. I am keen to take on new responsibilities if I am able to do
so (29)
2. I am a valued member of a team (29)
3. I know how I am expected to contribute to the section’s aims
(25)
4. Managers are approachable (25)
5. Staff know what the section is trying to achieve (24)
6. I think my section provides a good service (22)
Most “No”
Scores
7. We regularly ask customers about the quality of our work
(15)
8. My manager and I discuss expected benefits of learning
activities (14)
9. All staff are involved in the planning process (12)
10. After a training activity, my manager and I discuss the
benefits obtained and the impact on my work. (12)
11. We compare our performance with other organisations (10)
12. Staff are encouraged to acquire qualifications appropriate to
their job (9)
3 groups of staff were asked to address each issue
from the “most no scores” and come up with a recommendation for each, and also
come up with one overall recommendation on how IWT can add value to its service
overall.
Results from
Staff Recommendations against “most no scores” for improvements
Group 1
1. TIC staff do ask customers regularly about quality through
questionnaire surveys.
2. There is not enough training opportunities for
individuals. There should be more.
3. There is an absence of planning for TIC, we would benefit
from communications about planning.
4. If there was more training we could discuss the
benefits. There is a need for a
training co-ordinator within IWT.
5. TIC do compare performance by bench marking.
6. We could acquire more qualifications if encouraged to train
more.
Overall Recommendation was to carry out the staff
survey at the end of the season in TIC say September - there would be more time
to answer.
Group 2
1. We could ask our customers regularly by use of a business
questionnaire.
2. We could raise the priority of training so that discussions
could take place.
3. Improved communications could ensure involvement.
4. A form could be completed which could show the achievements
of training.
5. TIC do carry out
bench marking.
6. Motivate staff to acquire qualifications. Have a training budget within IWT.
Overall Recommendation, this group felt it was
important to consult with IWT members to find out what their expectations were
and then to deliver against them.
Group 3
Group 3 split their answers into two parts (a) for
members of IWT and (b) for Tourists.
1(a) Evaluation process for ITIA
Hotline for bookings
Feedback from hotels.
1(b) Feedback from visitors books for TIC
and Questionnaire in back of
Pocket Guide
2. More rapport, involvement, encouragement from managers would
bring results.
3. We need to be involved in the planning process and then
feedback on how we are doing against the plan.
4. What training? We
would like training and appraisals every six months which would be ideal.
5(a) We do compare in Marketing & Membership
& Publications
5(b) TIC staff compare other TIC when on
holiday.
6. We should be more proactive in developing individual skills.
Overall Recommendation, this Group felt there was a
lack of marketing funds.
1. There was very strong support by IWT for Island business and
tourists
2. Communications was an area for improvement in IWT.
3. There was strong encouragement to improve training and its
organisation ie an IWT training champion and feedback forms after training
activity.
4. Bench marking and performance measurement was something Best
Value would encourage as well as planning and policy.
5. Overall there was encouragement for customer surveys,
consultation with staff on issues, and a training budget.
6. Managers would take these points and take considered
decisions with feedback to staff.