Customer ServiceCase StudyPast and Present.pptVIP

Customer ServiceCase StudyPast and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002 Survey of Organizational Excellence Group Located at UT Austin Conduct the S.O.E. Co-Sponsor the Governor’s Conference on Organizational Excellence (Texas Star) Pilot Project Survey Cycle Participation Designed a Sound Methodology Understood TX Strategic Planning Established relationship with LBB, Governor’s Office Legislature Had Credibility and Confidentiality Provided More than Technical Administration Familiar with Constraints of Public Organizations Preparation Identify Customers/Budget Strategy Units on a 2 Year Survey Cycle Custom Groups Established Standard Items Groupings Selected Custom Items Groupings Selected Preparation: Units (some examples) UT (28 Units/Over 2 years) Admissions Athletics Distance Education Financial Services KUT Radio H.U.B. Rec. Sports Music Camps Various Special Events Centers Various Student Services Other Pilots Licensees Call-ins Visitors/Walk-ins Complaint Filers Regulated Applicants Clients Private Industry Partners Preparation: New Survey Set-Up Preparation: New Survey Interface Preparation: New Survey Custom Groups Preparation: New Survey Custom Group Examples Why did you interact with organization? Compliance inspection Obtain licensing information Participant in specific program or service What type of “customer”? Student Client Applicant Open to any Category Type Preparation: New Survey Standard Items Data Analysis Results returned in Five Construct Areas Designed to Meet SB 1563 See Handout Preparation: New Survey Standard Items Preparation: New Survey Custom Items Every Organization is different. Custom items grouped together Items specific to a program or service (food service delivery different from health service delivery) Items specific to a customer group Preparation: New Survey Custom Areas Preparation: New Survey Custom Items Administration Web