Updated general guidelines available to staff and customers. Twelve monthly survey to monitor and improve communications. Refine customer feedback process to ensure accurate customer perceptions of all stages of a project meeting appropriate standards. Results of feedback on customers discussed widely with appropriate follow up action. Record to be kept of training programmes attended by staff, and managers to periodically report staff involvement in cross-functional teams.
Staff identify 'top up' skill training needs.
Courses attended- records maintained. To obtain and reallocate resources to meet desired standard. Change in attitude observed by managers and observers in working parties. Observe how they relate to services provided. Communication strategies identified.