Continuous Quality Improvement Master Plan
Chapter 3 - Customer Focus
Vision
Knowing our customers' needs and expectations is critical to reaching our highest level of performance. Our focus includes external and internal customers. Partnering with customers and being considered as members of their teams are key factors in our successful customer relations. We measure our progress from trends in periodic customer surveys and customer meetings.
Current Assessment
The following factors have limited our customer focus and successful attainment of customer satisfaction:
- Current customer survey methodology is not effective in identifying trends or specifically addressing the needs and expectations of our internal and external customers.
- "Who is the customer" needs to be better defined at all organizational levels, for external and internal customers.
- Partnering and teaming with customers is not a routine way of doing business.
Actions
- The ESG will charter a team to develop a department-wide uniform customer survey, sending only one survey instead of several.
- Measurements will be developed for rating fulfillment of needs and expectations.
- The ESG will define what rating level on surveys equals a satisfied customer.
- The CQI Coordinator will publish the survey results through News & Views and E-mail bulletins.
- The directors will conduct customer interviews to better interpret survey results.
- The ESG will develop criteria that describe the actions of partnering and teaming with customers.