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Customer Service Case Study Past 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.

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Customer ServiceCase StudyPast and Present

Noel Landuyt

The University of Texas at Austin

Customer Service Symposium

January 9, 2002


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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)



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Survey Cycle

Participation

Preparation

Intervention

Interpretation

Administration


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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


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Preparation

  • Identify Customers/Budget Strategy

  • Units on a 2 Year Survey Cycle

  • Custom Groups Established

  • Standard Items Groupings Selected

  • Custom Items Groupings Selected


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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: Units (some examples)


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Preparation: New Survey Set-Up

  • Enter the System and set-up a new Survey



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Preparation: New Survey Custom Groups

  • Establish Custom Groupings


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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 Custom Group Examples


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Data Analysis Results returned in Five Construct Areas

Designed to Meet SB 1563

See Handout

Preparation: New Survey Standard Items


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Preparation: New Survey Standard Items

  • Selection from standard items

  • Allows for comparability (UT Example)


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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 Items


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Preparation: New Survey Custom Areas

  • System designed for 3 additional areas.


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Preparation: New Survey Custom Items

  • Custom items for custom areas.


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Administration

  • Web based

  • Mail

  • Point of Service

  • Telephone


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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.


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Administration: Mail

  • Same content as web version

  • Optical Mark Recognition

  • Business Reply

  • State rate postage

  • UT has mail, duplicating, and scanning facilities.


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Administration: P.O.S. & Phone

  • Point of Service Surveys

  • Telephone Center


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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.


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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.



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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.



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