Logistics
Customer Satisfaction Survey Results
FY 2007
Logistics
FY 2007 Customer Satisfaction
Logistics
Customer Satisfaction Survey
FY 2007
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Notice of survey went out by email to a
cross section of customers across campus
Survey opened on June 4
Survey closed on July 2
91 employees completed the survey
Logistics
FY 2007 Customer Satisfaction
Acquisitions
60%
53%
50%
49%
47%
45%
42%
40%
35%
33%
33%
31%
28%
30%
17%
20%
11%
10%
10%
6%
3%
0%
0%
2%
5%
4%
13%
11%
7%
6%
2% 2%
0%
5%
0% 1%
0%
Communication
Accessibility
Very Poor
Poor
Responsiveness
Fair
Good
Solutions to
problems
Excellent
Professionalism
N/A
Logistics
FY 2007 Customer Satisfaction
Acquisitions Overall Rating
90.00%
80.00%
34.00%
70.00%
60.00%
50.00%
40.00%
46.00%
30.00%
20.00%
10.00%
3.00%
9.00%
6%
1.00%
0.00%
Very Poor
Poor
Fair
Good
Excellent
N/A
Logistics
FY 2007 Customer Satisfaction
Acquisitions Action Plan
• Evaluate communication’s platform and message content to
ensure appropriateness for different campus sectors
• Evaluate and redefine policies/procedures as appropriate to
empower staff and enable end user accessibility to
information and staff
• Complete staff hiring and rollout of customer/commodity
centric work teams
• Provide ongoing program for staff development regarding
core behaviors with particular focus on professionalism and
service orientation
Logistics
FY 2007 Customer Satisfaction
Receiving and Delivery
60%
51%
48%
50%
41%
43%
41%
43%
38%
40%
37%
36%
30%
30%
20%
13%
12%
12%
12%
11%
10%
1% 2%
3%
1% 1%
3%
1%
2%
2%
3%
1%
3%
3%
0%0%
0%
Communication
Accessibility
Very Poor
Responsiveness
Poor
Fair
Good
Solutions to
problems
Excellent
Professionalism
N/A
Logistics
FY 2007 Customer Satisfaction
Receiving and Delivery Overall Rating
100%
90%
39%
80%
70%
60%
50%
40%
48%
30%
20%
10%
0%
2%
0%
Very Poor
2%
9%
Poor
Fair
Good
Excellent
N/A
Logistics
FY 2007 Customer Satisfaction
Receiving and Delivery Action Plan
•
Enroll all employees in professionalism training
•
Update publications and documentation on Logistics web site
•
Update radios used by Delivery team to improve
communications between team members
•
Include room location numbers in the on-line directory
•
Solicit employee suggestions for new service ideas
Logistics
FY 2007 Customer Satisfaction
Clinical Purchasing
60%
51%
51%
50%
48%
50%
41%
41%
40%
30%
23%
23%
21%
19%
20%
23%
21% 19%
19%
7%
8%
13%
10%
6%
0%
6%
2%
2%
1% 1%
0% 1%
0% 1%
0% 0%
0%
Communication
Very Poor
Accessibility
Poor
Responsiveness
Fair
Good
Solutions to
problems
Excellent
Professionalism
N/A
Logistics
FY 2007 Customer Satisfaction
Clinical Purchasing Overall Rating
100%
43%
80%
60%
40%
40%
2%
20%
14%
0%
0%
Very Poor
Poor
Fair
Good
Excellent
Logistics
FY 2007 Customer Satisfaction
Clinical Purchasing Action Plan
•
Ensure all clinical customers receive the Logistics
Customer Service Survey in the future
•
Spend time educating customers on the differences between
Central Acquisitions, Clinical Equipment Services and
Clinical Purchasing
•
Attend departmental staff meetings more frequently to
review and discuss service related issues
•
Review internal goals and expectations with Clinical
Purchasing team to ensure they are being more
responsive to customer needs
Logistics
FY 2007 Customer Satisfaction
Mail Services
50%
47%
46%
44%
45%
44%
41%
39%
40%
41% 40%
39%
40%
35%
30%
25%
20%
15%
12%
11%
8%
10%
7%
6%
7%
7%
7%
6%
4%
5%
0%
0% 0%
2%
0%
2%
0%
1%
0%
1%
0%
Communication
Very Poor
Accessibility
Poor
Responsiveness
Fair
Good
Solutions to
problems
Excellent
Professionalism
N/A
Logistics
FY 2007 Customer Satisfaction
Mail Services Overall Rating
100%
90%
43%
80%
70%
60%
50%
40%
48%
30%
20%
10%
0%
0%
0%
Very Poor
3%
6%
Poor
Fair
Good
Excellent
N/A
Logistics
FY 2007 Customer Satisfaction
Mail Services Action Plan
•
Make every effort to clearly communicate with
customers
•
Continue education on the importance of using
approved addressing standards
•
Reinforce employee professionalism training
Logistics
FY 2007 Customer Satisfaction
Materials Management Services
50%
44%
43%
45%
44%
41%
40%
43%
42%
40%
38%
40%
35%
35%
30%
25%
20%
15%
15%
13%
12%
9%
10%
9%
6%
5%
4%
2%
0%
0% 0%
0% 1%
0% 0%
7%
6%
5%
0% 1%
0%
Communication
Accessibility
Very Poor
Responsiveness
Poor
Fair
Good
Solutions to
problems
Excellent
Professionalism
N/A
Logistics
FY 2007 Customer Satisfaction
Materials Management Overall Rating
100%
90%
80%
39%
70%
60%
50%
40%
45%
30%
20%
10%
0%
6%
2%
8%
0%
Very Poor
Poor
Fair
Good
Excellent
N/A
Logistics
FY 2007 Customer Satisfaction
Materials Management Action Plan
•
Increase the visits to major customers to share
goals and objectives.
•
Take the appropriate ownership of the laundry
dock for cleanliness and safety. Coordinate
with other departments using the dock.
•
Review fire prevention policies with staff to
make sure we are using appropriate safety
techniques.
•
Recognize staff members identified by our
customers as outstanding.
Logistics
FY 2007 Customer Satisfaction
Records Management
40%
34%
35%
38%
35%
36%
34%
33%
32%
31%
30%
31%
28%
26%
25%
24%
23%
22%
21%
20%
15%
12%
11%
10%
10%
10%
6%
5%
2%
0%
0% 0%
0%
Communication
0%
Accessibility
Very Poor
Poor
0%
0% 0%
Responsiveness
Fair
Good
0%
Solutions to
problems
Excellent
1%
Professionalism
N/A
Logistics
FY 2007 Customer Satisfaction
Records Management Overall Rating
80%
70%
36%
60%
50%
40%
30%
34%
20%
22%
10%
0%
1%
6%
0%
Very Poor
Poor
Fair
Good
Excellent
N/A
Logistics
FY 2007 Customer Satisfaction
Records Management Action Plan
•
Work with Institutional Compliance to develop a
required Records Management course for
Department Coordinators and alternates
•
Work with IS to evaluate and implement cost
effective document management systems
•
Continue to update information on the Logistics
web site
•
Work with Delivery team to improve delivery
schedules
Logistics
FY 2007 Customer Satisfaction
Surplus Equipment
40%
36%
37%
36%
33%
31%
35%
31%
30%
25%
25%
23%
22%
21% 21%
20%
20%
16%
19%
15%
15%
16%
14%
15%
9% 9%
10%
6%
5%
5%
4%
9%
9%
7%
5%
4%
1% 1%
0%
Communication
Very Poor
Accessibility
Poor
Responsiveness
Fair
Good
Solutions to
problems
Excellent
Professionalism
N/A
Logistics
FY 2007 Customer Satisfaction
Surplus Equipment Overall Rating
80%
70%
30%
60%
50%
40%
31%
30%
20%
10%
0%
17%
2%
16%
2%
Very Poor
Poor
Fair
Good
Excellent
N/A
Logistics
FY 2007 Customer Satisfaction
Surplus Equipment Action Plan
•
Create heightened awareness of the e-Auction web site
•
Maintain a clean, organized and safe environment for
viewing surplus equipment during open house schedule
•
Work with delivery team to improve surplus pickup and
delivery
•
Expand use of the internet for auctions
•
Will continue to update Logistics web site
Logistics
FY 2007 Customer Satisfaction