Evaluating Your Service - Measuring Success
It is hard to know where we are going to if we do not know where we are coming from. Evaluation is a critical tool of an organisation’s work. Often we undertake evaluation in an ad hoc manner which is a ‘with hindsight learning experience’, almost a casual reflection on how we are doing. This course looks at the relevance and value of a structured approach to evaluation. It also looks at skills and techniques that could be employed for both new and existing projects. Evaluation can help you formulate policy, focus direction and apply for funding. You can, not only learn from disappointments through evaluation but it can help you celebrate your successes too.
To define what evaluation is and why we should evaluate.
To understand the design of the evaluation and what it should contain.
To identify and set standards for measuring against.
To understand evaluation as an organisational building block for future planning and development.
What is evaluation? What is it not? Why should we evaluate? Who should do the evaluation? What are your requirements for the evaluator?
The need for drawing up terms of reference, evaluation brief or a contract
Four specific models of evaluation
Ways of collecting information Questioning, Watching and Reading
Introduce the Service Quality Model from the point of view of a person using a service rather than purchasing a product.
Examining the gaps in the perceptions of the service delivered and received.
Linking the service quality model and the four types of evaluation, the advantages and disadvantages of each method.
Turning full circle on the evaluation process