About the sheets

Plain pages that make a routine easy to follow.

Designed by Clare Langley, a service transformation and customer experience leader. The sheets are built on a simple idea: if a routine is easy to follow and easy to show, people follow it.

How the sheets are designed

• One owner, one date. An action with two owners has none, and one with no date is a wish.
• Facts before opinions. The pages ask what you saw, heard or counted.
• Say it, then write it. Handover and briefing pages prompt for both.
• Initials, not names. Where a page may be seen by others, it asks for initials, roles or job numbers, and keeps personal details out.
• Guidance on the page. Each sheet carries the prompts, scoring guides and examples you need, so you don't have to look anything up.
• Built to be used up. The pages people fill in most are designed as refills.

What they are, and what they aren't

These are blank record sheets designed by Clare Langley. They are independent and are not published, endorsed or approved by any regulator, standards body or certification body. Using them does not make an organisation compliant with any law or standard. You decide what to record, how long to keep it and how to store it securely. Check current guidance for your own setting.

The sheets give you a clear way to record what you did. They don't tell you what the rules are for your workplace, which checks you must do or how often, or how long you must keep a record. Those depend on your own premises, activities and risk assessment, and sometimes on advice. Where a sheet touches a topic like this, it says so.

The sheets that record people matters carry a confidentiality prompt. They are working records, not formal procedures. For anything serious, follow your own procedure or take advice.

Where this thinking comes from

The sheets come from the same starting point as my consulting work: understand the problem before designing the fix, and make evidence something people can act on. If you would like the thinking behind them, these briefings are a good place to start.

• Customer Comments As Operational Data
• Lost Time As Service Evidence
• When Everyone Cares About Customer Experience, But No One Fully Owns It

More at clarelangley.com/briefings.

Questions

Write to hi@clarelangley.com, or read more at clarelangley.com.