Stoke-on-trent sport and physical activity strategy 2009-2016

Charter Mark49. Charter Mark is the government's national standard and registeredcertification mark that recognises excellence in customer service. It is a tooldesigned to help organisations focus on and improve their customer serviceand delivery to users. Reaching the standard is recognition that anorganisation puts its customers first and goes 'that extra mile'. It is open to allpublic sector organisations, from small individual units to large organisations,including voluntary organisations that provide a public service (and receive10% of their income from public funds), sub-contracted public sector servicesand partnerships.Towards An Excellent Service50. TAES is a self assessment based improvement tool designed to improveperformance management. Although originally developed for sport andrecreation, TAES is adaptable for use across cultural services. Versions havebeen developed for County Sports Partnerships and National GoverningBodies of Sport.ISO 9001/200051. ISO 9001/2000 is a standard for providing assurance about the ability tosatisfy quality requirements and to enhance customer satisfaction in suppliercustomerrelationships.Investors in Excellence52. Investors in Excellence is a framework for delivering improved performance.Customer Service Excellence53. Customer Service Excellence is an improvement tool to help those deliveringpublic services put their customers at the core of what they do.Nortoft Partnerships Ltd <strong>Stoke</strong>-on-Trent Page | 49Sport & Physical Activity Strategy 2009 – 2016October 2009