Action Plan for Success™

The Action Plan for Success™ form is a step-by-step planning tool that helps you set goals and develop strategies to achieve them. Information from the ServiceTRAC Value Report™ is to be entered onto the Action Plan for Success™ to assist you in identifying strategies, as well as required resources; e.g. manpower, training, and equipment needed to positively impact customer satisfaction. Action Steps can be identifi ed and projected completion dates can be tracked.

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Step 1: Review the Importance Index for your community and select one of the service areas identifi ed as being signifi cantly important to your residents and/or family members.The Importance Index is an indicator of both the importance and performance of each service area’s contribution to overall residents’ satisfaction; therefore, it is used to determine areas where improving or maintaining services will most dramatically increase overall resident satisfaction.

Step 2: For the selected service area, review the results of all the questions in that service area to assess which issues are contributing to or detracting from residents’ overall satisfaction. Identify, in order of importance, which areas should be addressed fi rst. Using the index rating, the mean score, and/or the distribution of responses, identify which areas, if any, need attention.Developing strategies to increase below average results (index rating below 90; mean score below 2.5; and/or a high “Not Met” plus “Nearly Met” percentage), will lead to increased resident satisfaction.

Step 3: For the selected service area, review the respondents’ coded and verbatim comments (if requested). List the most frequently cited Coded Comments and corresponding Verbatim Comments that indicate areas that require attention in order to increase residents’ satisfaction.

Step 4: Identify strategies and specifi c action steps that will increase residents’ overall satisfaction. These will be based on the review of comments provided by respondents. Additional information may be needed to formulate strategies. Suggested sources might include getting feedback from resident Council, conducting focus groups with Community residents and employees, visiting one on one with residents/family members and surveying staff. Action steps might include loyalty/retention studies, competitive analysis, and/or staff training

Step 5: Assign performance goals, responsibilities, required resources, estimated completion date and estimated costs for each strategy. These provide measurements by which you can assess success.

Step 6: Follow-up and evaluate success!