C3 Partnership

Each of the C3Perform tools makes use of a different approach to self-assessment, either focusing on a dialogue of strengths and areas for improvement or on scoring. Whichever tool you select, use the six questions below to help you consider in more depth how well you are performing.

Assessing ‘Enablers’ - When discussing the approaches and systems that you have in place, consider whether they are effective, well implemented and continuously improved.

Ask the following 3 questions:

• How sound or effective is the approach/system you have in place? For example, you have clear vision, mission and values that were agreed through a sound process and clearly evidenced; i.e. identified at a minuted annual strategic planning meeting and written into a business plan.

• How well is the system/approach implemented? For example, self -assessment might reveal that your vision, mission and values are not communicated to stakeholders or they do not inform the way you operate. So, proposed improvements may be to display them on the wall in the office, communicate them in the staff handbook and send to stakeholders via the annual report.

• How well is the approach/system continuously improved? This refers to systems to review your mission, visionor values and/or how well they are communicated.

Assessing ‘Results’. When assessing the results sections, consider how your organisation uses results to improve.

Ask the following 3 questions:

• How well do we measure results over time, ensuring consistency in the approach to collecting feedback in order to identify trends? For example, asking customers the same questions at regular intervals will allow you to identify trends and help you assess whether you are improving or not.

• On the basis of these trends, are realistic targets set for the future? For example, if your results show a positive and consistent trend in numbers of customers who are satisfied with customer service, it would be realistic to increase the target by a similar amount.

• Are trends in results analysed to identify how outcomes have been influenced by the approaches we have taken? For example, can you establish a direct link between feedback on improved customer satisfaction and the implementation of a new process e.g. increased bookings.