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.
Co-Sponsor the Governor’s
Conference on Organizational
Excellence (Texas Star)
Pilot Project
Survey Cycle
Participation
Intervention
Interpretation
Preparation
Administration
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?




What type of “customer”?




Compliance inspection
Obtain licensing information
Participant in specific program or service
Student
Client
Applicant
Open to any Category Type
Preparation: New Survey Standard Items



Facilities
Adequacy
Impressions
Accessibility
Data Analysis Results returned in Five Construct Areas
Designed to Meet SB 1563
See Handout
Service Communication
Utility
Delivery
Quality
Telephone
Printed
Internet
Staff
Overall
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