Cscasestudy
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Transcript of Cscasestudy
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 CycleParticipation
Preparation
AdministrationInterpretation
Intervention
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
•Enter the System and set-up a new Survey
Preparation: New Survey Interface
•Graphical Interfaces
Preparation: New Survey Custom Groups
•Establish Custom Groupings
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
Facilities Service Communication Staff Overall
Adequacy
Impressions
Accessibility
Utility
Delivery
Quality
Telephone
Printed
Internet
Knowledge
Professional
Helpful
Satisfaction
Lasting Impression
Timeliness
Preparation: New Survey Standard Items•Selection from standard items
•Allows for comparability (UT Example)
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•System designed for 3 additional areas.
Preparation: New Survey Custom Items•Custom items for custom areas.
Administration
Web based Mail Point of Service Telephone
Administration: Web Based
Custom Email (similar to SOE) Link from your website Accessible via URL Newsletter, notices, letters Features (Video Pop-up, custom
contact, graphics) TEA, UT, PUC, TDED, TRC
examples.
Administration: Mail
Same content as web version Optical Mark Recognition Business Reply State rate postage UT has mail, duplicating, and
scanning facilities.
Administration: P.O.S. & Phone
Point of Service Surveys Telephone Center
Interpretation
Data returned in numeric and graphic formats.
Data returned on all custom groupings to allow for internal comparison.
Benchmark data returned with reports for external comparisons.
Overtime data provided. Executive summary analysis data
returned.
Interpretation: Numerical Data
Data returned in Excel for Sorting Data returned in paper reports. Numerical Analysis on Construct
and Item level. Item Analysis: standard deviations,
frequency counts and means. As available overtime and
benchmark data.
Interpretation: Graphical Report
Interventions
Best Practices web posting Resource for student internships in
Social Work, MIS & MBA. Resources in Communication,
Business, Public Affairs, Social Work & Governor’s Center.
Customer Service