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Client Window

Submitted by sarah.a on Mon, 2009-11-30 14:38
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Identification
Keywords: 
feedback
expectations
designing a solution
Method category: 
Analysis
Evaluation of Work
Intent or purpose: 
The purpose of this process is to avoid repeating past mistakes and to assure meeting a client's/group's expectations.
Used as component of: 
This process is used to get feedback from a client, or a group, in a way that helps to find out about the needs, expectations and (dis)likes.
Types of Participants: 
Any types of participants can be involved in this process.
Recommended size of group: 
unknown
Remarks about group size: 
The group can be of any size.
Optimal amount of time needed: 
The amount of time needed is not set, however the more detailed the feedback is desired to be, the more time is needed.
Howto
Usual or Expected Outcomes: 
The outcome should be a table in which all the important information is included, being what the client, or the group wants, and what it is that is not wanted.
Level of participation: 
The level of participation is high, as participants (client/group) need to know more or less exactly what the own expectations etc. are.
Ideal Conditions: 
Ideally, participants and facilitator are in an enviroment in whoch they can talk undisturbed.
Potential Pitfalls: 
If the participant is not precise enough, the feedback might be inaccurante, and might lead to the oposite of what is wanted.
How is success evaluated: 
The process is successful when the facilitator got all the information needed in order to improve a process, service or product.
Type of Facilitator-Client Relationship: 
The clients must feel comfortable enough to openly talk to the facilitator about dislikes, problems and such.
Level of Difficulty to Facilitate: 
Not set
Facilitator Personality Fit: 
The facilitator should be able to cope with feedback (criticism) profesionally.
Setting and Materials: 
Needed are either a flip chart/blackboard, or hard copies of with a client window on them.
Resources Needed: 
There are no additional resources needed.
Pre-Work Required: 
The facilitator needs to prepare a client window, on either a flip chart (blackboard) or several copies on paper.
Procedures: 

1. At first the facilitator has to determine the product, area or service of which and also the kind of the feedback is desired. The more precise the focus of the facilitator is, the more precise the client can be about his/her expectations.

2. When the client(s) is/are gathered, the facilitator needs to explain the process, pointing out that the goal of this activity is to get honest feedback about needs and wants. The areas of importance are stated in the client window. This model can be used for a group (of clients) or for individuals. For a group, the facilitator should have a big client window prepared on a flip chart or blackboard, in which the clients can write down their feedback. The facilitator can leave the room so as to give people the change to openly discuss the different opinions. When used with individual persons, the facilitator hands out sheets on which the client window is drawn, and then gives the participants time to fill in the table. to keep it anonymously there are no names on the sheets required.

By asking the client to respond to the follow questions, the facilitator can gather important information that is needed:

- What are you getting that you want? What are you getting that is meeting your needs and expectations?
- What are you getting that you really don’t want or need?
- What do you wish you were getting that you are not?
- What needs do you expect in the future?
- What suggestions do you have for how we can improve our products or services for you?

3. The facilitator should compile all the information, reviewing the answers and e.g. counting how many times the same answer has been given in order to establish preferences, problems and such.
Depending on the further plans with the gathered material, it should be examined further.

Client window framework:

In the horizontal line, there should be two fields, being Getting and Not Getting. In the vertical line there should be two fields, being Want and Don't Want.
Now, four fields are build, starting from the left top:
Getting what you want (#1)
Want, but not getting (#2)
Getting, but not wanted (#3)
Don’t want, not getting (#4) (anticipated needs for the future)

How flexible is the process?: 
The process is very flexible in terms of the tangible outcome, and the estimated time.
Follow-Up Required: 
As this is a process to gain feedback, the follow-up would be to use the results to improve a service, product etc..
Background
Developer: 
U.S. Agency for International Development
Website: 
http://www.qaproject.org/methods/resclientwindow.html#ganttchart
Website: 
http://freenet-homepage.de/sarahaltkrueger/index.html
Suppliers
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