Customer Service Training. New Paradigm for Effective Workforce Skills. [Employee Guide and Supervisor's Guide.

ERIC Educational Resources Information Center

Saint Louis Community Coll., MO. Workplace Literacy Services Center.

These two documents are part of the customer service training program provided to employees of a large metropolitan hospital. The first manual contains customer service training activities for the hospital's dietary aides, cashiers, patient service representatives, and parking attendants. The activities are organized in three sections as follows:…

Department of the Navy Justification of Estimates for Fiscal Years 1988 and 1989 Submitted to Congress January 1987. Operation & Maintenance, Navy. Book 2 of 3. Budget Activity 7: Central Supply and Maintenance

DTIC Science & Technology

1987-01-01

training, customer service, small/uneconomilcal lot manufacturing, preservation and depreservation, aircraft salvage and recovery, and support of depot...for the commercial modification programs. 1,260 4) Increase in commercial A/C preservation ,and customer service effort. 69 9. Program Derr.eas~s...3,499 Salvage 703 459 712 845 Acceptance/Transfer 2,587 1,645- 2,376 2,453 Customer /Fleet Training 2,838 2,008 3,058 2,997 Customer Services 17,276

78 FR 48441 - Office of Urban Indian Health Programs Proposed Single Source Grant With Native American...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-08-08

... outreach and case management, the program has expanded offering to include on-site dental service and... Care: Customer service is the key to quality care. Treating patients well is the first step to improving quality and access. This area also incorporates Best Practices in customer service. Identify...

Student Loyalty Assessment with Online Master's Programs

ERIC Educational Resources Information Center

Dehghan, Ali

2012-01-01

Relationship marketing is attracting, maintaining, and, in multi-service organizations, enhancing customer relationships. Educational programs and services, like those of businesses, depend highly on the repeated purchases of their loyal customers. The purpose of this descriptive research is to investigate the relationships between factors that…

75 FR 22681 - Supplemental Guidance on Overdraft Protection Programs

Federal Register 2010, 2011, 2012, 2013, 2014

2010-04-29

... recommended as a Best Practice that a savings association train customer service or consumer complaint... association should present the program as a customer service that may cover inadvertent consumer overdrafts.... alternatives. Provide information about alternatives when they are offered--Part III.A.2. Train staff to...

No More "Magic Aprons": Longitudinal Assessment and Continuous Improvement of Customer Service at the University of North Dakota Libraries

ERIC Educational Resources Information Center

Clark, Karlene T.; Walker, Stephanie R.

2017-01-01

The University of North Dakota (UND) Libraries have developed a multi-award winning Customer Service Program (CSP) involving longitudinal assessment and continuous improvement. The CSP consists of iterative training modules; constant reinforcement of Customer Service Principles with multiple communication strategies and tools, and incentives that…

University to Community and Back: Creating a Customer Focused Process.

ERIC Educational Resources Information Center

Martin-Milius, Tara

This paper examines ways in which university extension programs can become more customer-focused in the courses and services that they deliver, focusing on the experiences of the University of California Extension, Santa Cruz. Extension programs can increase their effectiveness by: (1) establishing partnerships with other service organizations,…

Air medical referring customer satisfaction: a valuable insight.

PubMed

Fultz, J H; Coyle, C B; Reynolds, P W

1998-01-01

To remain competitive and survive, air medical programs must have a mechanism for obtaining customer feedback, especially when alternate transport options are available. The goal of this survey was to examine the air medical service's performance as perceived by customers requesting the transport. Surveys were mailed to 400 referring customers who had contact with the flight crew during the transition of patient care. The survey consisted of 16 statements evaluating the service by using a 4-point Likert scale, three demographic questions, one statement evaluating overall satisfaction, and two open-ended questions for comments or suggestions. Two hundred forty-four surveys were returned for a 61% responses rate. Results indicated referring customers are satisfied with the service provided Written comments and suggestions were divided into two categories, positive comments and suggestions for improvement. Three common themes were identified within the suggestions for improvement: crew rapport, communications, and operations. Suggested improvements were evaluated, and selected strategies were incorporated into program operation. Customer feedback furnishes valuable insight into their needs and perception of a service. Comments and suggestions for improvement can promote critical inquiry into service operation and provide a catalyst for improvement.

Choice, perceived control, and customer satisfaction: the psychology of online service recovery.

PubMed

Chang, Chia-Chi

2008-06-01

Service failures and consequent recoveries have been identified as critical determinants of customer retention. Therefore, effective service recovery programs warrant further exploration, particularly in the online shopping environment, where consumers can receive immediate and tangible service recovery. The results of the present study suggest that by providing a choice of recovery options, customers' sense of control is increased, as is their satisfaction with the particular recovery efforts and their overall satisfaction with the entire service experience. Also, service importance accentuated the impact of choice on perceived control. Specifically, when the service was of greater importance, giving customers a choice of recovery options augmented customers' sense of control more than when the service was of lesser importance. The implications of the findings are also discussed.

19 CFR 24.22 - Fees for certain services.

Code of Federal Regulations, 2014 CFR

2014-04-01

... following address: U.S. Customs and Border Protection, Attn: DTOPS Program Administrator, 6650 Telecom Drive... address: U.S. Customs and Border Protection, Attn: DTOPS Program Administrator, 6650 Telecom Drive, Suite....S. Customs and Border Protection, Revenue Division, Attn: User Fee Team, 6650 Telecom Drive, Suite...

19 CFR 24.22 - Fees for certain services.

Code of Federal Regulations, 2013 CFR

2013-04-01

... following address: U.S. Customs and Border Protection, Attn: DTOPS Program Administrator, 6650 Telecom Drive... address: U.S. Customs and Border Protection, Attn: DTOPS Program Administrator, 6650 Telecom Drive, Suite....S. Customs and Border Protection, Revenue Division, Attn: User Fee Team, 6650 Telecom Drive, Suite...

7 CFR 1951.251 - Purpose.

Code of Federal Regulations, 2011 CFR

2011-01-01

... SERVICE, RURAL UTILITIES SERVICE, AND FARM SERVICE AGENCY, DEPARTMENT OF AGRICULTURE (CONTINUED) PROGRAM... Service (RBS), depending upon the loan program discussed herein. This subpart does not apply to Farm Service Agency, Farm Loan Programs and to RHS direct single family housing (SFH) customers. In addition...

7 CFR 1951.251 - Purpose.

Code of Federal Regulations, 2010 CFR

2010-01-01

... SERVICE, RURAL UTILITIES SERVICE, AND FARM SERVICE AGENCY, DEPARTMENT OF AGRICULTURE (CONTINUED) PROGRAM... Service (RBS), depending upon the loan program discussed herein. This subpart does not apply to Farm Service Agency, Farm Loan Programs and to RHS direct single family housing (SFH) customers. In addition...

Virtual Recruiting Analysis and Process Development Study: Final Report

DTIC Science & Technology

2017-11-01

are provide customer service , keep DEPer/recruit motivated, have a training background, identify problems early so that they can take their attrite...concerned with customer service to Future Sailors in DEP, which is measured by feedback they may receive from Future Sailors and their family members. h...buddy program, have a significant other also in training , have prior military service , or are involved with a host of other special programs. g. Some

Hospital customer service in a changing healthcare world: does it matter?

PubMed

Howard, J

1999-01-01

The healthcare industry is undergoing a rapid transformation to meet the ever-increasing needs and demands of the patient population. Employers and health plans such as HMOs are demanding better service and higher quality care, and hospitals are trying to tackle reimbursement cutbacks, streamline services, and serve a diverse population. Hospitals have begun to realize that to overcome these obstacles and meet the needs of the health care plans and consumers, they must focus on the demands of the customer. Customer service initiatives increase patient satisfaction and loyalty and overall hospital quality, and many hospitals have found that consumer demands can be met through initiating and maintaining a customer service program. This article describes how the administrator can create, implement, and manage customer service initiatives within the hospital.

The impact of customer focus on program participation rates in the Virginia WIC Program (Special Supplemental Nutrition Program for Women, Infants, and Children).

PubMed

Chance, K G; Green, C G

2001-01-01

It has been shown in the for-profit sector (business, service, and manufacturing) that the success of an organization depends on its ability to satisfy customer requirements while eliminating waste and reducing costs. The purpose of this article was to examine the impact of current practices in customer focus on program participation rates in the Virginia WIC Program. The results of this study showed that the use of customer-focused strategies was correlated to program participation rates in the WIC Program. The mean data showed that teamwork and accessibility were at unsatisfactory levels in Virginia.

LMSS SERVICES FINANCIAL REPORT PROGRAM

NASA Technical Reports Server (NTRS)

Chamberlain, R. G.

1994-01-01

The objective of this Services Finance Report program is to provide a means for comparing alternative designs of LMSS systems or other services systems. This program is actually a Multiplan worksheet. The labels used in the worksheet were chosen for a satellite-based cellular communication service (LMSS - Land Mobile Satellite System) but the analysis is not restricted to such cases. A comprehensive financial model is used to calculate a 'figure of merit' which can be used to compare effects of equipment and operating costs, pricing strategy, and customer demand for different systems. The program also calculates the price that a company would have to charge customers to meet all its expenses and make a specified profit. A price estimate can be obtained for almost any service which is heavily dependent on capital investment and which has operating costs that depend on the amount of service sold. The economic analysis has two main components: supplier finances and customer finances. Supplier finances include amortization, interest, insurance, taxes, and operating and maintenance expenses. Customer finances include usage rate, subscription fees, equipment costs, and estimated traffic. Prices can defined as real or nominal to account for effects of escalation and inflation, and the profits can be regulated or unrestricted This program is written for interactive execution with Multiplan (version 1.2) and has been implemented on an IBM PC series computer operating under DOS (version 2.11). The LMSS worksheet has a space requirement of approximately 38K of 8 bit bytes. This worksheet was developed in 1984.

Is your company ready for one-to-one marketing?

PubMed

Peppers, D; Rogers, M; Dorf, B

1999-01-01

One-to-one marketing, also known as relationship marketing, promises to increase the value of your customer base by establishing a learning relationship with each customer. The customer tells you of some need, and you customize your product or service to meet it. Every interaction and modification improves your ability to fit your product to the particular customer. Eventually, even if a competitor offers the same type of service, your customer won't be able to enjoy the same level of convenience without taking the time to teach your competitor the lessons your company has already learned. Although the theory behind one-to-one marketing is simple, implementation is complex. Too many companies have jumped on the one-to-one band-wagon without proper preparation--mistakenly understanding it as an excuse to badger customers with excessive telemarketing and direct mail campaigns. The authors offer practical advice for implementing a one-to-one marketing program correctly. They describe four key steps: identifying your customers, differentiating among them, interacting with them, and customizing your product or service to meet each customer's needs. And they provide activities and exercises, to be administered to employees and customers, that will help you identify your company's readiness to launch a one-to-one initiative. Although some managers dismiss the possibility of one-to-one marketing as an unattainable goal, even a modest program can produce substantial benefits. This tool kit will help you determine what type of program your company can implement now, what you need to do to position your company for a large-scale initiative, and how to set priorities.

Focusing on customer service.

PubMed

1996-01-01

This booklet is devoted to a consideration of how good customer service in family planning programs can generate demand for products and services, bring customers back, and reduce costs. Customer service is defined as increasing client satisfaction through continuous concern for client preferences, staff accountability to clients, and respect for the rights of clients. Issues discussed include the introduction of a customer service approach and gaining staff commitment. The experience of PROSALUD in Bolivia in recruiting appropriate staff, supervising staff, soliciting client feedback, and marketing services is offered as an example of a successful customer service approach. The key customer service functions are described as 1) establishing a welcoming atmosphere, 2) streamlining client flow, 3) personalizing client services, and 4) organizing and providing clear information to clients. The role of the manager in developing procedures is explored, and the COPE (Client-Oriented Provider-Efficient) process is presented as a good way to begin to make improvements. Techniques in staff training in customer service include brainstorming, role playing, using case studies (examples of which are provided), and engaging in practice sessions. Training also leads to the development of effective customer service attitudes, and the differences between these and organizational/staff-focused attitudes are illustrated in a chart. The use of communication skills (asking open-ended questions, helping clients express their concerns, engaging in active listening, and handling difficult situations) is considered. Good recovery skills are important when things go wrong. Gathering and using client feedback is the next topic considered. This involves identifying, recording, and discussing customer service issues as well as taking action on these issues and evaluating the results. The booklet ends by providing a sample of customer service indicators, considering the maintenance of a customer service focus, and reporting comments from the reviewers of the booklet.

Minnesota Custom Training: Who Is Being Served and What Role Does Custom Training Play in the Work Environment? Findings from the Minnesota Work Environment Pilot Survey.

ERIC Educational Resources Information Center

Minnesota State Technical Coll. System, St. Paul.

For the past 8 years, Minnesota technical colleges have been offering customized training services to the state's employers. To gather data on what kinds of organizations use custom training (CT) programs, the State Board of Technical Colleges surveyed 600 public and private employers that had used CT services through at least one of the system's…

A customer-friendly Space Station

NASA Technical Reports Server (NTRS)

Pivirotto, D. S.

1984-01-01

This paper discusses the relationship of customers to the Space Station Program currently being defined by NASA. Emphasis is on definition of the Program such that the Space Station will be conducive to use by customers, that is by people who utilize the services provided by the Space Station and its associated platforms and vehicles. Potential types of customers are identified. Scenarios are developed for ways in which different types of customers can utilize the Space Station. Both management and technical issues involved in making the Station 'customer friendly' are discussed.

78 FR 8032 - Misuse of Internet Protocol (IP) Captioned Telephone Service; Telecommunications Relay Services...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-02-05

... believe that this growth is being caused by the offering of incentives for referrals to use this service... precipitated largely by new referral programs that offer monetary rewards for the referral of customers who... cost to the consumer. In short, offering such rewards may have the effect of enlisting customers who...

CUSTOMER/SUPPLIER ACCOUNTABILITY AND PROGRAM IMPLEMENTATION

EPA Science Inventory

Quality assurance (QA) and quality control (QC) are the basic components of a QA program, which is a fundamental quality management tool. he quality of outputs and services strongly depends on the caliber of the communications between the "customer" and the "supplier." lear under...

Total quality management - It works for aerospace information services

NASA Technical Reports Server (NTRS)

Erwin, James; Eberline, Carl; Colquitt, Wanda

1993-01-01

Today we are in the midst of information and 'total quality' revolutions. At the NASA STI Program's Center for AeroSpace Information (CASI), we are focused on using continuous improvements techniques to enrich today's services and products and to ensure that tomorrow's technology supports the TQM-based improvement of future STI program products and services. The Continuous Improvements Program at CASI is the foundation for Total Quality Management in products and services. The focus is customer-driven; its goal, to identify processes and procedures that can be improved and new technologies that can be integrated with the processes to gain efficiencies, provide effectiveness, and promote customer satisfaction. This Program seeks to establish quality through an iterative defect prevention approach that is based on the incorporation of standards and measurements into the processing cycle.

NOAA's Regional Climate Services Program: Building Relationships with Partners and Customers to Deliver Trusted Climate Information at Usable Scales

NASA Astrophysics Data System (ADS)

Mecray, E. L.; Dissen, J.

2016-12-01

Federal agencies across multiple sectors from transportation to health, emergency management and agriculture, are now requiring their key stakeholders to identify and plan for climate-related impacts. Responding to the drumbeat for climate services at the regional and local scale, the National Oceanic and Atmospheric Administration (NOAA) formed its Regional Climate Services (RCS) program to include Regional Climate Services Directors (RCSD), Regional Climate Centers, and state climatologists in a partnership. Since 2010, the RCS program has engaged customers across the country and amongst many of the nation's key economic sectors to compile information requirements, deliver climate-related products and services, and build partnerships among federal agencies and their regional climate entities. The talk will include a sketch from the Eastern Region that may shed light on the interaction of the multiple entities working at the regional scale. Additionally, we will show examples of our interagency work with the Department of Interior, the Department of Agriculture, and others in NOAA to deliver usable and trusted climate information and resources. These include webinars, print material, and face-to-face customer engagements to gather and respond to information requirements. NOAA/National Centers for Environmental Information's RCSDs work on-the-ground to learn from customers about their information needs and their use of existing tools and resources. As regional leads, the RCSDs work within NOAA and with our regional partners to ensure the customer receives a broad picture of the tools and information from across the nation.

78 FR 40581 - Structure and Practices of the Video Relay Service Program; Telecommunications Relay Services and...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-07-05

... Relay Service (IP Relay) providers; Adopts rules to protect the privacy of customer information relating... Structure and Practices of the Video Relay Service Program; Telecommunications Relay Services and Speech-to-Speech Services for Individuals With Hearing and Speech Disabilities; Final Rule #0;#0;Federal Register...

20 CFR 668.300 - Who is eligible to receive services under the INA program?

Code of Federal Regulations, 2014 CFR

2014-04-01

... 20 Employees' Benefits 4 2014-04-01 2014-04-01 false Who is eligible to receive services under the INA program? 668.300 Section 668.300 Employees' Benefits EMPLOYMENT AND TRAINING ADMINISTRATION... ACT Services to Customers § 668.300 Who is eligible to receive services under the INA program? (a) A...

20 CFR 668.300 - Who is eligible to receive services under the INA program?

Code of Federal Regulations, 2010 CFR

2010-04-01

... 20 Employees' Benefits 3 2010-04-01 2010-04-01 false Who is eligible to receive services under the INA program? 668.300 Section 668.300 Employees' Benefits EMPLOYMENT AND TRAINING ADMINISTRATION... Services to Customers § 668.300 Who is eligible to receive services under the INA program? (a) A person is...

20 CFR 669.340 - What core services are available to eligible MSFW's?

Code of Federal Regulations, 2011 CFR

2011-04-01

... 20 Employees' Benefits 3 2011-04-01 2011-04-01 false What core services are available to eligible... Farmworker Jobs Program Customers and Available Program Services § 669.340 What core services are available to eligible MSFW's? The core services identified in WIA section 134(d)(2) are available to eligible...

20 CFR 669.340 - What core services are available to eligible MSFW's?

Code of Federal Regulations, 2010 CFR

2010-04-01

... 20 Employees' Benefits 3 2010-04-01 2010-04-01 false What core services are available to eligible... Farmworker Jobs Program Customers and Available Program Services § 669.340 What core services are available to eligible MSFW's? The core services identified in WIA section 134(d)(2) are available to eligible...

Guide to Choosing Stroke Rehabilitation Services

MedlinePlus

... program (acute rehab, home care, outpatient)? CUSTOMER SERVICE & SATISFACTION YES NO NOTES Does the program collect information from  patients and their families about satisfaction with the care received? Is so, is the ...

20 CFR 669.410 - What training services may be provided to eligible MSFW's?

Code of Federal Regulations, 2010 CFR

2010-04-01

... 20 Employees' Benefits 3 2010-04-01 2010-04-01 false What training services may be provided to eligible MSFW's? 669.410 Section 669.410 Employees' Benefits EMPLOYMENT AND TRAINING ADMINISTRATION... National Farmworker Jobs Program Customers and Available Program Services § 669.410 What training services...

Marketing Youth Services.

ERIC Educational Resources Information Center

Dimick, Barbara

1995-01-01

Marketing techniques in youth services are useful for designing programs, collections, and services and for determining customer needs. The marketing mix--product, place, price, and practice--provides a framework for service analysis. (AEF)

Total quality management: It works for aerospace information services

NASA Technical Reports Server (NTRS)

Erwin, James; Eberline, Carl; Colquitt, Wanda

1993-01-01

Today we are in the midst of information and 'total quality' revolutions. At the NASA STI Program's Center for AeroSpace Information (CASI), we are focused on using continuous improvements techniques to enrich today's services and products and to ensure that tomorrow's technology supports the TQM-based improvement of future STI program products and services. The Continuous Improvements Program at CASI is the foundation for Total Quality Management in products and services. The focus is customer-driven; its goal, to identify processes and procedures that can be improved and new technologies that can be integrated with the processes to gain efficiencies, provide effectiveness, and promote customer satisfaction. This Program seeks to establish quality through an iterative defect prevention approach that is based on the incorporation of standards and measurements into the processing cycle. Four projects are described that utilize cross-functional, problem-solving teams for identifying requirements and defining tasks and task standards, management participation, attention to critical processes, and measurable long-term goals. The implementation of these projects provides the customer with measurably improved access to information that is provided through several channels: the NASA STI Database, document requests for microfiche and hardcopy, and the Centralized Help Desk.

20 CFR 669.350 - How are core services delivered to MSFW's?

Code of Federal Regulations, 2011 CFR

2011-04-01

... 20 Employees' Benefits 3 2011-04-01 2011-04-01 false How are core services delivered to MSFW's... Farmworker Jobs Program Customers and Available Program Services § 669.350 How are core services delivered to MSFW's? (a) The full range of core services are available to MSFW's, as well as other individuals, at...

20 CFR 669.350 - How are core services delivered to MSFW's?

Code of Federal Regulations, 2010 CFR

2010-04-01

... 20 Employees' Benefits 3 2010-04-01 2010-04-01 false How are core services delivered to MSFW's... Farmworker Jobs Program Customers and Available Program Services § 669.350 How are core services delivered to MSFW's? (a) The full range of core services are available to MSFW's, as well as other individuals, at...

76 FR 3887 - Notice of Public Information Collection(s) Being Submitted for Review and Approval to the Office...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-01-21

... requirements for changes in rates, programming services and channel positions. 47 CFR 76.1602(a) states that... changes in rates, programming services or channel positions as soon as possible in writing. Notice must be... to customers of any changes in rates, programming services or channel positions, cable systems shall...

75 FR 69437 - Notice of Public Information Collection(s) Being Reviewed by the Federal Communications...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-11-12

... requirements for changes in rates, programming services and channel positions. 47 CFR 76.1602(a) states that... changes in rates, programming services or channel positions as soon as possible in writing. Notice must be... to customers of any changes in rates, programming services or channel positions, cable systems shall...

77 FR 46528 - Privacy Act of 1974; System of Records

Federal Register 2010, 2011, 2012, 2013, 2014

2012-08-03

... Barcode. The second will strengthen the digital relationship with consumers and aid all customers with... proposing to modify a Customer Privacy Act System of Records. These modifications reflect the needs of two new Postal Service programs to assist customers with package and mail tracking. Also, there is an...

12 CFR 517.1 - Purpose and scope.

Code of Federal Regulations, 2010 CFR

2010-01-01

..., expert witnesses, customized training, relocation services, information systems technology (computer systems, database management, software and office automation), or micrographic services; or in support of...-Owned Businesses Outreach Program (Outreach Program) is to ensure that firms owned and operated by...

12 CFR 517.1 - Purpose and scope.

Code of Federal Regulations, 2012 CFR

2012-01-01

..., expert witnesses, customized training, relocation services, information systems technology (computer systems, database management, software and office automation), or micrographic services; or in support of...-Owned Businesses Outreach Program (Outreach Program) is to ensure that firms owned and operated by...

12 CFR 517.1 - Purpose and scope.

Code of Federal Regulations, 2011 CFR

2011-01-01

..., expert witnesses, customized training, relocation services, information systems technology (computer systems, database management, software and office automation), or micrographic services; or in support of...-Owned Businesses Outreach Program (Outreach Program) is to ensure that firms owned and operated by...

NWS Alaska Sea Ice Program: Operations, Customer Support & Challenges

NASA Astrophysics Data System (ADS)

Heim, R.; Schreck, M. B.

2016-12-01

The National Weather Service's Alaska Sea Ice Program is designed to service customers and partners operating and planning operations within Alaska waters. The Alaska Sea Ice Program offers daily sea ice and sea surface temperature analysis products. The program also delivers a five day sea ice forecast 3 times each week, provides a 3 month sea ice outlook at the end of each month, and has staff available to respond to sea ice related information inquiries. These analysis and forecast products are utilized by many entities around the state of Alaska and nationally for safety of navigation and community strategic planning. The list of current customers stem from academia and research institutions, to local state and federal agencies, to resupply barges, to coastal subsistence hunters, to gold dredgers, to fisheries, to the general public. Due to a longer sea ice free season over recent years, activity in the waters around Alaska has increased. This has led to a rise in decision support services from the Alaska Sea Ice Program. The ASIP is in constant contact with the National Ice Center as well as the United States Coast Guard (USCG) for safety of navigation. In the past, the ASIP provided briefings to the USCG when in support of search and rescue efforts. Currently, not only does that support remain, but our team is also briefing on sea ice outlooks into the next few months. As traffic in the Arctic increases, the ASIP will be called upon to provide more and more services on varying time scales to meet customer needs. This talk will address the many facets of the current Alaska Sea Ice Program as well as delve into what we see as the future of the ASIP.

Research on the Hotel Image Based on the Detail Service

NASA Astrophysics Data System (ADS)

Li, Ban; Shenghua, Zheng; He, Yi

Detail service management, initially developed as marketing programs to enhance customer loyalty, has now become an important part of customer relation strategy. This paper analyzes the critical factors of detail service and its influence on the hotel image. We establish the theoretical model of influencing factors on hotel image and propose corresponding hypotheses. We use applying statistical method to test and verify the above-mentioned hypotheses. This paper provides a foundation for further study of detail service design and planning issues.

Service first puts hospital in touch. Interview by Donald E.L. Johnson.

PubMed

Weseli, R W

1990-07-01

Good Samaritan Hospital, an 82-bed institution in Cincinnati, Ohio, won the 1989 Award of Excellence of the International Customer Service Association (ICSA), a non-profit organization dedicated to developing customer service. In the following interview with Health Care Strategic Management's publisher, Donald E.L. Johnson, Roger W. Weseli, Good Samaritan's CEO discusses the guest relations and service first programs that have changed his institution and earned it recognition as the first hospital to win the ICSA non-manufacturing group award.

Determining customer satisfaction in anatomic pathology.

PubMed

Zarbo, Richard J

2006-05-01

Measurement of physicians' and patients' satisfaction with laboratory services has become a standard practice in the United States, prompted by national accreditation requirements. Unlike other surveys of hospital-, outpatient care-, or physician-related activities, no ongoing, comprehensive customer satisfaction survey of anatomic pathology services is available for subscription that would allow continual benchmarking against peer laboratories. Pathologists, therefore, must often design their own local assessment tools to determine physician satisfaction in anatomic pathology. To describe satisfaction survey design that would elicit specific information from physician customers about key elements of anatomic pathology services. The author shares his experience in biannually assessing customer satisfaction in anatomic pathology with survey tools designed at the Henry Ford Hospital, Detroit, Mich. Benchmarks for physician satisfaction, opportunities for improvement, and characteristics that correlated with a high level of physician satisfaction were identified nationally from a standardized survey tool used by 94 laboratories in the 2001 College of American Pathologists Q-Probes quality improvement program. In general, physicians are most satisfied with professional diagnostic services and least satisfied with pathology services related to poor communication. A well-designed and conducted customer satisfaction survey is an opportunity for pathologists to periodically educate physician customers about services offered, manage unrealistic expectations, and understand the evolving needs of the physician customer. Armed with current information from physician customers, the pathologist is better able to strategically plan for resources that facilitate performance improvements in anatomic pathology laboratory services that align with evolving clinical needs in health care delivery.

Grantee Satisfaction Survey. Final Report, August 2008

ERIC Educational Resources Information Center

US Department of Education, 2008

2008-01-01

The American Customer Satisfaction Index (ACSI) is the national indicator of customer evaluations of the quality of goods and services available to U.S. residents. Since 1994, it has served as a uniform, cross-industry/government measure of customer satisfaction. A total of 10 groups, composed of eight program offices, EDFacts Coordinators, and…

DOE Office of Scientific and Technical Information (OSTI.GOV)

Bird, L.; Kaiser, M.

In the early 1990s, only a handful of utilities offered their customers a choice of purchasing electricity generated from renewable energy sources. Today, more than 750 utilities--or about 25% of all utilities nationally--provide their customers a "green power" option. Through these programs, more than 70 million customers have the ability to purchase renewable energy to meet some portion or all of their electricity needs--or make contributions to support the development of renewable energy resources. Typically, customers pay a premium above standard electricity rates for this service. This report presents year-end 2006 data on utility green pricing programs, and examines trendsmore » in consumer response and program implementation over time. The data in this report, which were obtained via a questionnaire distributed to utility green pricing program managers, can be used by utilities to benchmark the success of their green power programs.« less

DOE Office of Scientific and Technical Information (OSTI.GOV)

Bird, Lori; Kaiser, Marshall

In the early 1990s, only a handful of utilities offered their customers a choice of purchasing electricity generated from renewable energy sources. Today, more than 750 utilities—or about 25% of all utilities nationally—provide their customers a “green power” option. Through these programs, more than 70 million customers have the ability to purchase renewable energy to meet some portion or all of their electricity needs—or make contributions to support the development of renewable energy resources. Typically, customers pay a premium above standard electricity rates for this service. This report presents year-end 2006 data on utility green pricing programs, and examines trendsmore » in consumer response and program implementation over time. The data in this report, which were obtained via a questionnaire distributed to utility green pricing program managers, can be used by utilities to benchmark the success of their green power programs.« less

DSM and electric utility competitiveness: An Illinois perspective

DOE Office of Scientific and Technical Information (OSTI.GOV)

Jackson, P.W.

1994-12-31

A predominant theme in the current electric utility industry literature is that competitive forces have emerged and may become more prominent. The wholesale bulk power market is alreadly competitive, as non-utility energy service providers already have had a significant impact on that market; this trend was accelerated by the Energy Policy Act of 1992. Although competition at the retail level is much less pervasive, electric utility customers increasingly have greater choice in selecting energy services. These choices may include, depending on the customer, the ability to self-generate, switch fuels, move to a new location, or rely more heavily on demand-sidemore » management as a means of controlling electric energy use. This paper explores the subject of how demand-side management (DSM) programs, which are often developed by a utility to satisfy resource requirements as a part of its least-cost planning process, can affect the utility`s ability to compete in the energy services marketplace. In this context, the term `DSM` is used in this paper to refer to those demand-side services and programs which provide resources to the utility`s system. Depending on one`s perspective, DSM programs (so defined) can be viewed either as an enhancement to the competitive position of a utility by enabling it to provide its customers with a broader menu of energy services, simultaneously satisfying the objectives of the utility as well as those of the customers, or as a detractor to a utility`s ability to compete. In the latter case, the concern is with respect to the potential for adverse rate impacts on customers who are not participants in DSM programs. The paper consists of an identification of the pros and cons of DSM as a competitive strategy, the tradeoff which can occur between the cost impacts and rate impacts of DSM, and an examination of alternative strategies for maximizing the utilization of DSM both as a resource and as a competitive strategy.« less

Customer Service: What I Learned When I Bought My New Computer

ERIC Educational Resources Information Center

Neugebauer, Roger

2009-01-01

In this article, the author relates that similar to the time he bought his new computer, he had the opportunity to experience poor customer service when he and his wife signed their child up for a preschool program. They learned that the staff at the preschool didn't want parents looking over their shoulders and questioning their techniques. He…

WisDOT statewide customer satisfaction survey : [project brief].

DOT National Transportation Integrated Search

2013-03-01

The Wisconsin Department of Transportation (WisDOT) is a major public agency with numerous customers utilizing a variety of services and programs to support the entire statewide multimodal transportation system. The department also houses the Divisio...

Science and Engineering Education : Who is the Customer?

DTIC Science & Technology

2012-05-30

business relationships are at the heart of the negative consequences of misidentifying the student as customer [8]. Student evaluations of teachers are...Journal of Education Management , 8, 29-36. 7. Scott, S.V. (1999) The academic as service provider: is the customer ‘always right’? Journal of...Engineering Education: Who is the Customer ? 5b. GRANT NUMBER 5c. PROGRAM ELEMENT NUMBER 6. AUTHOR(S) 5d. PROJECT NUMBER Michael Courtney

Process of Continual Improvement in a School of Nursing.

ERIC Educational Resources Information Center

Norman, Linda D.; Lutenbacher, Melanie

1996-01-01

Vanderbilt University School of Nursing used the Batalden model of systems improvement to change its program. The model analyzes services and products, customers, social community need, and customer knowledge to approach improvements in a systematic way. (JOW)

42 CFR 422.2274 - Broker and agent requirements.

Code of Federal Regulations, 2010 CFR

2010-10-01

... (CONTINUED) MEDICARE PROGRAM MEDICARE ADVANTAGE PROGRAM Medicare Advantage Marketing Requirements § 422.2274... with a third party entity such as a Field Marketing Organization or similar type entity to sell its insurance products, or perform services (for example, training, customer service, or agent recruitment), the...

12 CFR 517.1 - Purpose and scope.

Code of Federal Regulations, 2014 CFR

2014-01-01

..., customized training, relocation services, information systems technology (computer systems, database... Businesses Outreach Program (Outreach Program) is to ensure that firms owned and operated by minorities...

12 CFR 517.1 - Purpose and scope.

Code of Federal Regulations, 2013 CFR

2013-01-01

..., customized training, relocation services, information systems technology (computer systems, database... Businesses Outreach Program (Outreach Program) is to ensure that firms owned and operated by minorities...

DOE Office of Scientific and Technical Information (OSTI.GOV)

Bird, Lori; Brown, Elizabeth

In the early 1990s, only a handful of utilities offered their customers a choice of purchasing electricity generated from renewable energy sources. Today, more than 600 utilities—or about 20% of all utilities nationally—provide their customers a “green power” option. Because some utilities offer programs in conjunction with cooperative associations or other publicly owned power entities, the number of distinct programs totals more than 130. Through these programs, more than 50 million customers have the ability to purchase renewable energy to meet some portion or all of their electricity needs—or make contributions to support the development of renewable energy resources. Typically,more » customers pay a premium above standard electricity rates for this service. This report presents year-end 2005 data on utility green pricing programs, and examines trends in consumer response and program implementation over time. The data in this report, which were obtained via a questionnaire distributed to utility green pricing program managers, can be used by utilities to benchmark the success of their green power programs.« less

Retaining customers in a managed care market. Hospitals must understand the connection between patient satisfaction, loyalty, retention, and revenue.

PubMed

Gemme, E M

1997-01-01

Traditionally, health care patients have been treated by health care professionals as people with needs rather than as customers with options. Although managed care has restricted patient choice, choice has not been eliminated. The premise of this article is that patients are primary health care consumers. Adopting such a premise and developing an active customer retention program can help health care organizations change their culture for the better, which may lead to higher customer retention levels and increased revenues. Customer retention programs based on service excellence that empower employees to provide excellent care can eventually lead to a larger market share for health care organizations trying to survive this era of intense competition.

42 CFR 414.914 - Terms of contract.

Code of Federal Regulations, 2010 CFR

2010-10-01

... disabled, the hearing impaired, and Spanish-speaking inquirers in all customer service operations. (9) Meet... Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) MEDICARE PROGRAM PAYMENT FOR PART B MEDICAL AND OTHER HEALTH SERVICES Payment for Drugs and Biologicals...

Army Strong: Equipped, Trained and Ready. Final Report of the 2010 Army Acquisition Review

DTIC Science & Technology

2011-01-01

program execution. Why is there such enduring dissatisfaction with DoD acquisition by leaders, workforce, customers and taxpayers? Succinctly...documentation; counterproductive, costly government and industry overhead; and increasingly dissatisfied customers . Even with a laborious requirements...retired, operating and generating force, customers and suppliers. The panel is grateful to all those interviewed for their time, insight, and service

DoD Program for Stability of Civilian Employment

DTIC Science & Technology

1990-02-01

Custom House - 2nd & Chestnut Streets AC 215, 597-4736 Army ATTN: CENAD-PE-P Philadelphia, PA 19106-2991 NUMBER OF CIVILIAN POSITIONS: 500 TWX ADDRESS...soldier and family, and a valued relationship with the civilian community. U. S. Army Engineer District, New Orleans Priority Placement Officer 405A P.O...property disposal operations worldwide including reutilization of serviceable assets in support of the military services and other authorized customers

Family and Community Perceptions of Quality in Juvenile Justice Programs

ERIC Educational Resources Information Center

Selber, Katherine; Streeter, Calvin

2004-01-01

The conceptualization and empirical assessment of service quality in juvenile justice remains limited. There are few reports on programmatic attempts to assess satisfaction in juvenile justice programs or attempts to include what constitutes quality of service from multiple customer perspectives. This article describes a potential model, the Gap…

NWS Alaska Sea Ice Program: Operations and Decision Support Services

NASA Astrophysics Data System (ADS)

Schreck, M. B.; Nelson, J. A., Jr.; Heim, R.

2015-12-01

The National Weather Service's Alaska Sea Ice Program is designed to service customers and partners operating and planning operations within Alaska waters. The Alaska Sea Ice Program offers daily sea ice and sea surface temperature analysis products. The program also delivers a five day sea ice forecast 3 times each week, provides a 3 month sea ice outlook at the end of each month, and has staff available to respond to sea ice related information inquiries. These analysis and forecast products are utilized by many entities around the state of Alaska and nationally for safety of navigation and community strategic planning. The list of current customers stem from academia and research institutions, to local state and federal agencies, to resupply barges, to coastal subsistence hunters, to gold dredgers, to fisheries, to the general public. Due to a longer sea ice free season over recent years, activity in the waters around Alaska has increased. This has led to a rise in decision support services from the Alaska Sea Ice Program. The ASIP is in constant contact with the National Ice Center as well as the United States Coast Guard (USCG) for safety of navigation. In the past, the ASIP provided briefings to the USCG when in support of search and rescue efforts. Currently, not only does that support remain, but our team is also briefing on sea ice outlooks into the next few months. As traffic in the Arctic increases, the ASIP will be called upon to provide more and more services on varying time scales to meet customer needs. This talk will address the many facets of the current Alaska Sea Ice Program as well as delve into what we see as the future of the ASIP.

Evaluating the Implementation of a Training Program for Improving Quality Service: An Action Research Study

ERIC Educational Resources Information Center

Pierre, Ketly Dieudonne

2014-01-01

There is a need to implement a comprehensive training program to build employees' knowledge, skills, and attitudes in order to improve quality service at ABC Restaurant because of a surge in customer complaints. The purpose of this study was to develop a training program that included an employee handbook as a training tool, a handbook designed…

14 CFR 1214.807 - Exceptional payloads.

Code of Federal Regulations, 2011 CFR

2011-01-01

... Spacelab Services § 1214.807 Exceptional payloads. Customers whose payloads qualify under the NASA Exceptional Program Selection Process shall reimburse NASA for Spacelab and Shuttle services on the basis indicated in the Shuttle policy. ...

14 CFR 1214.807 - Exceptional payloads.

Code of Federal Regulations, 2010 CFR

2010-01-01

... Spacelab Services § 1214.807 Exceptional payloads. Customers whose payloads qualify under the NASA Exceptional Program Selection Process shall reimburse NASA for Spacelab and Shuttle services on the basis indicated in the Shuttle policy. ...

14 CFR 1214.807 - Exceptional payloads.

Code of Federal Regulations, 2012 CFR

2012-01-01

... Spacelab Services § 1214.807 Exceptional payloads. Customers whose payloads qualify under the NASA Exceptional Program Selection Process shall reimburse NASA for Spacelab and Shuttle services on the basis indicated in the Shuttle policy. ...

14 CFR 1214.807 - Exceptional payloads.

Code of Federal Regulations, 2013 CFR

2013-01-01

... Spacelab Services § 1214.807 Exceptional payloads. Customers whose payloads qualify under the NASA Exceptional Program Selection Process shall reimburse NASA for Spacelab and Shuttle services on the basis indicated in the Shuttle policy. ...

78 FR 72151 - Proposed Collection; Comment Request on Information Collection Tools Relating to Qualitative...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-12-02

..., preferences, or experiences of customers or other stakeholders relating to existing or future services or... effective, efficient, and satisfying experience with the Agency's programs. This feedback will provide insights into customer or stakeholder perceptions, experiences and expectations, provide an early warning...

A comparison of human elements and nonhuman elements in private health care settings: customers' perceptions and expectations.

PubMed

Mohd Suki, Norazah; Chwee Lian, Jennifer Chiam; Suki, Norbayah Mohd

2009-01-01

In today's highly competitive health care environment, many private health care settings are now looking into customer service indicators to learn customers' perceptions and determine whether they are meeting customers' expectations in order to ensure that their customers are satisfied with the services. This research paper aims to investigate whether the human elements were more important than the nonhuman elements in private health care settings. We used the internationally renowned SERVQUAL five-dimension model plus three additional dimensions-courtesy, communication, and understanding of customers of the human element-when evaluating health care services. A total of 191 respondents from three private health care settings in the Klang Valley region of Malaysia were investigated. Descriptive statistics were calculated by the Statistical Package for Social Sciences (SPSS) computer program, version 15. Interestingly, the results suggested that customers nowadays have very high expectations especially when it comes to the treatment they are receiving. Overall, the research indicated that the human elements were more important than the nonhuman element in private health care settings. Hospital management should look further to improve on areas that have been highlighted. Implications for management practice and directions for future research are discussed.

Customer satisfaction in the emergency department.

PubMed

Worthington, Kelly

2004-02-01

Patient satisfaction is not merely a "smile and be nice" set of behaviors. It is a philosophy that is founded in the concept that the patient's experience of care is important and ultimately translates into their actual response to care. The improved response to care that patients exhibit makes patient satisfaction important from a clinical vantage point. That point alone is enough to justify implementation of and commitment to a customer satisfaction program. There are, however, other compelling reasons also. Customer satisfaction has profound ramifications for the financial status of the institution and for its professional reputation in the community. The caregivers who participate in a system of good customer satisfaction experience fewer malpractice suits than their counterparts. And they enjoy a work environment that is more stable and pleasant than other institutions. The implementation of a meaningful customer service program is a huge task. It is a fundamental culture change that requires vision, long-term commitment, and constant surveillance. The single most critical factor in the successful implementation of a program that produces all the gains that it promises is leadership. Leadership must set the stage, create the atmosphere,demand that staff meet expectations, reward success, provide an example,and shape the new culture. Without strong, clear leadership, any customer service initiative will be simply a hospital-wide exercise, and those staff members who harbor a cynical viewpoint will be proved right in the end.One major difference between a successful customer service initiative and an unsuccessful one is the level of sincerity the hospital and its staff have about the care they express for their patients. If the whole process is merely an exercise to improve scores, the success will be limited and without deep roots. If the push is to establish an atmosphere of genuine care and interest for patients, however, the results are more meaningful, longer lasting, and more appreciated by patients and staff.

NASA Headquarters/Kennedy Space Center: Organization and Small Spacecraft Launch Services

NASA Technical Reports Server (NTRS)

Sierra, Albert; Beddel, Darren

1999-01-01

The objectives of the Kennedy Space Center's (KSC) Expendable Launch Vehicles (ELV) Program are to provide safe, reliable, cost effective ELV launches, maximize customer satisfaction, and perform advanced payload processing capability development. Details are given on the ELV program organization, products and services, foreign launch vehicle policy, how to get a NASA launch service, and some of the recent NASA payloads.

Customer response to day-ahead wholesale market electricity prices: Case study of RTP program experience in New York

DOE Office of Scientific and Technical Information (OSTI.GOV)

Goldman, C.; Hopper, N.; Sezgen, O.

2004-07-01

There is growing interest in policies, programs and tariffs that encourage customer loads to provide demand response (DR) to help discipline wholesale electricity markets. Proposals at the retail level range from eliminating fixed rate tariffs as the default service for some or all customer groups to reinstituting utility-sponsored load management programs with market-based inducements to curtail. Alternative rate designs include time-of-use (TOU), day-ahead real-time pricing (RTP), critical peak pricing, and even pricing usage at real-time market balancing prices. Some Independent System Operators (ISOs) have implemented their own DR programs whereby load curtailment capabilities are treated as a system resource andmore » are paid an equivalent value. The resulting load reductions from these tariffs and programs provide a variety of benefits, including limiting the ability of suppliers to increase spot and long-term market-clearing prices above competitive levels (Neenan et al., 2002; Boren stein, 2002; Ruff, 2002). Unfortunately, there is little information in the public domain to characterize and quantify how customers actually respond to these alternative dynamic pricing schemes. A few empirical studies of large customer RTP response have shown modest results for most customers, with a few very price-responsive customers providing most of the aggregate response (Herriges et al., 1993; Schwarz et al., 2002). However, these studies examined response to voluntary, two-part RTP programs implemented by utilities in states without retail competition.1 Furthermore, the researchers had limited information on customer characteristics so they were unable to identify the drivers to price response. In the absence of a compelling characterization of why customers join RTP programs and how they respond to prices, many initiatives to modernize retail electricity rates seem to be stymied.« less

Department of Defense’s Need to Become a Responsible Commercial Customer

DTIC Science & Technology

2002-01-01

Commercial Customer 5a. CONTRACT NUMBER 5b. GRANT NUMBER 5c. PROGRAM ELEMENT NUMBER 6. AUTHOR(S) 5d. PROJECT NUMBER 5e. TASK NUMBER 5f. WORK UNIT...Of the military services, the Navy has been the sole one 24 Department of Defense’s Need To Become a Responsible Commercial Customer O By Lt...leased. For DoD customers , this means that finding the com- mercial SATCOM bandwidth they require, as and when they require it, can be difficult

DOE Office of Scientific and Technical Information (OSTI.GOV)

Bird, L.; Brown, E.

In the early 1990s, only a handful of utilities offered their customers a choice of purchasing electricity generated from renewable energy sources. Today, nearly 600 utilities in regulated electricity markets--or almost 20% of all utilities nationally--provide their customers a "green power" option. Because some utilities offer programs in conjunction with cooperative associations or other publicly owned power entities, the number of distinct programs totals about 125. Through these programs, more than 40 million customers spanning 34 states have the ability to purchase renewable energy to meet some portion or all of their electricity needs--or make contributions to support the developmentmore » of renewable energy resources. Typically, customers pay a premium above standard electricity rates for this service. This report presents year-end 2004 data on utility green pricing programs, and examines trends in consumer response and program implementation over time. The data in this report, which were obtained via a questionnaire distributed to utility green pricing program managers, can be used by utilities as benchmarks by which to gauge the success of their green power programs.« less

Employee and Customer Injury During Violent Crimes in Retail and Service Businesses

PubMed Central

Peek-Asa, Corinne; Casteel, Carri; Kraus, Jess F.; Whitten, Paul

2006-01-01

Objectives. We sought to compare the frequency and risk factors for employees and customers injured during crimes in retail (convenience, grocery, and liquor stores) and service businesses (bars, restaurants, motels). Methods. A total of 827 retail and service businesses in Los Angeles were randomly selected. Police crime reports (n=2029) from violent crimes that occurred in these businesses from January 1996 through June 2001 were individually reviewed to determine whether a customer or an employee was injured and to collect study variables. Results. A customer injury was 31% more likely (95% confidence interval [CI]=1.11, 1.51) than an employee injury during a violent crime. Customer injury was more frequent than employee injury during violent crimes in bars, restaurants, convenience stores, and motels but less likely in grocery or liquor stores. Injury risk was increased for both employees and customers when resisting the perpetrator and when the perpetrator was suspected of using alcohol. Customers had an increased risk for injury during crimes that occurred outside (relative risk [RR]=2.01; 95% CI=1.57, 2.58) and at night (RR=1.79; 95% CI=1.40, 2.29). Conclusions. Security programs should be designed to protect customers as well as employees. PMID:17008585

14 CFR § 1214.807 - Exceptional payloads.

Code of Federal Regulations, 2014 CFR

2014-01-01

... for Spacelab Services § 1214.807 Exceptional payloads. Customers whose payloads qualify under the NASA Exceptional Program Selection Process shall reimburse NASA for Spacelab and Shuttle services on the basis indicated in the Shuttle policy. ...

Extreme Programming: Maestro Style

NASA Technical Reports Server (NTRS)

Norris, Jeffrey; Fox, Jason; Rabe, Kenneth; Shu, I-Hsiang; Powell, Mark

2009-01-01

"Extreme Programming: Maestro Style" is the name of a computer programming methodology that has evolved as a custom version of a methodology, called extreme programming that has been practiced in the software industry since the late 1990s. The name of this version reflects its origin in the work of the Maestro team at NASA's Jet Propulsion Laboratory that develops software for Mars exploration missions. Extreme programming is oriented toward agile development of software resting on values of simplicity, communication, testing, and aggressiveness. Extreme programming involves use of methods of rapidly building and disseminating institutional knowledge among members of a computer-programming team to give all the members a shared view that matches the view of the customers for whom the software system is to be developed. Extreme programming includes frequent planning by programmers in collaboration with customers, continually examining and rewriting code in striving for the simplest workable software designs, a system metaphor (basically, an abstraction of the system that provides easy-to-remember software-naming conventions and insight into the architecture of the system), programmers working in pairs, adherence to a set of coding standards, collaboration of customers and programmers, frequent verbal communication, frequent releases of software in small increments of development, repeated testing of the developmental software by both programmers and customers, and continuous interaction between the team and the customers. The environment in which the Maestro team works requires the team to quickly adapt to changing needs of its customers. In addition, the team cannot afford to accept unnecessary development risk. Extreme programming enables the Maestro team to remain agile and provide high-quality software and service to its customers. However, several factors in the Maestro environment have made it necessary to modify some of the conventional extreme-programming practices. The single most influential of these factors is that continuous interaction between customers and programmers is not feasible.

Customer service: moving from slogan to point of differentiation.

PubMed

Thies, S

1999-01-01

To make its commitment to customer-centered care real, Dean Medical Center interviewed patients and created a "Vital Signs" scorecard. Performance is now measured according to those key areas specified by patients. Face-to-face communication from upper management to all employees and employee training has facilitated the program.

19 CFR 12.31 - Plant pests.

Code of Federal Regulations, 2014 CFR

2014-04-01

... 19 Customs Duties 1 2014-04-01 2014-04-01 false Plant pests. 12.31 Section 12.31 Customs Duties U... SPECIAL CLASSES OF MERCHANDISE Wild Animals, Birds, and Insects § 12.31 Plant pests. The importation in a... Agriculture, Animal and Plant Health Inspection Service, Plant Protection and Quarantine Programs of that...

19 CFR 12.31 - Plant pests.

Code of Federal Regulations, 2013 CFR

2013-04-01

... 19 Customs Duties 1 2013-04-01 2013-04-01 false Plant pests. 12.31 Section 12.31 Customs Duties U... SPECIAL CLASSES OF MERCHANDISE Wild Animals, Birds, and Insects § 12.31 Plant pests. The importation in a... Agriculture, Animal and Plant Health Inspection Service, Plant Protection and Quarantine Programs of that...

19 CFR 12.31 - Plant pests.

Code of Federal Regulations, 2012 CFR

2012-04-01

... 19 Customs Duties 1 2012-04-01 2012-04-01 false Plant pests. 12.31 Section 12.31 Customs Duties U... SPECIAL CLASSES OF MERCHANDISE Wild Animals, Birds, and Insects § 12.31 Plant pests. The importation in a... Agriculture, Animal and Plant Health Inspection Service, Plant Protection and Quarantine Programs of that...

Data envelopment analysis in service quality evaluation: an empirical study

NASA Astrophysics Data System (ADS)

Najafi, Seyedvahid; Saati, Saber; Tavana, Madjid

2015-09-01

Service quality is often conceptualized as the comparison between service expectations and the actual performance perceptions. It enhances customer satisfaction, decreases customer defection, and promotes customer loyalty. Substantial literature has examined the concept of service quality, its dimensions, and measurement methods. We introduce the perceived service quality index (PSQI) as a single measure for evaluating the multiple-item service quality construct based on the SERVQUAL model. A slack-based measure (SBM) of efficiency with constant inputs is used to calculate the PSQI. In addition, a non-linear programming model based on the SBM is proposed to delineate an improvement guideline and improve service quality. An empirical study is conducted to assess the applicability of the method proposed in this study. A large number of studies have used DEA as a benchmarking tool to measure service quality. These models do not propose a coherent performance evaluation construct and consequently fail to deliver improvement guidelines for improving service quality. The DEA models proposed in this study are designed to evaluate and improve service quality within a comprehensive framework and without any dependency on external data.

A Female Urinary Diversion Device for Military Women in the Deployed Environment

DTIC Science & Technology

2016-10-27

9. SPONSORING / MONITORING AGENCY NAME(S) AND ADDRESS(ES) 10. SPONSOR/MONITOR’S ACRONYM(S) TriService Nursing Research TSNRP Program, 4301 Jones...reported there were many opportunities for a FUDD due to unsanitary and challenging conditions. Implications for Military Nursing : This research...Contract PoP: 6/1/2011 - 5/31/2016 Customer: TRISERVICE NURSING RESEARCH PROGRAM Customer Contract ID: HU0001 -11-1-TS02 Contract Manager: Robinson

Utility Green-Pricing Programs: What Defines Success? (Topical Issues Brief)

DOE Office of Scientific and Technical Information (OSTI.GOV)

Swezey, B.; Bird, L.

2001-09-13

''Green pricing'' is an optional service through which customers can support a greater level of investment by their electric utility in renewable energy technologies. Electric utilities in 29 states are now implementing green-pricing programs. This report examines important elements of green-pricing programs, including the different types of programs offered, the premiums charged, customer response, and additional factors that experience indicates are key to the development of successful programs. The best-performing programs tend to share a number of common attributes related to product design, value creation, product pricing, and program implementation. The report ends with a list of ''best practices'' formore » utilities to follow when developing and implementing programs.« less

An Integer Programming Model For Solving Heterogeneous Vehicle Routing Problem With Hard Time Window considering Service Choice

NASA Astrophysics Data System (ADS)

Susilawati, Enny; Mawengkang, Herman; Efendi, Syahril

2018-01-01

Generally a Vehicle Routing Problem with time windows (VRPTW) can be defined as a problem to determine the optimal set of routes used by a fleet of vehicles to serve a given set of customers with service time restrictions; the objective is to minimize the total travel cost (related to the travel times or distances) and operational cost (related to the number of vehicles used). In this paper we address a variant of the VRPTW in which the fleet of vehicle is heterogenic due to the different size of demand from customers. The problem, called Heterogeneous VRP (HVRP) also includes service levels. We use integer programming model to describe the problem. A feasible neighbourhood approach is proposed to solve the model.

Employee retention: a customer service approach.

PubMed

Gerson, Richard F

2002-01-01

Employee retention is a huge problem. There are staff shortages in radiology because not enough people are entering the profession; too many people are leaving the profession for retirement, higher-paying jobs or jobs with less stress; and there are not enough opportunities for career advancement. Staff shortages are exacerbated by difficulty in retaining people who enter the profession. While much work has been focused on recruitment and getting more people "in the front door," I suggest that the bulk of future efforts be focused on employee retention and "closing the back door." Employee retention must be an ongoing process, not a program. Approaches to employee retention that focus on external things, i.e., things that the company can do to or for the employee, generally are not successful. The truth is that employee retention processes must focus on what the employee gets out of the job. The process must be a benefits-based approach that helps employees answer the question, "What's in it for me?" The retention processes must be ongoing and integrated into the daily culture of the company. The best way to keep your employees is to treat them like customers. Customer service works for external customers. We treat them nicely. We work to satisfy them. We help them achieve their goals. Why not do the same for our employees? If positive customer service policies and practices can satisfy and keep external customers, why not adapt these policies and practices for employees? And, there is a service/satisfaction link between employee retention and higher levels of customer satisfaction. Customers prefer dealing with the same employees over and over again. Employee turnover destroys a customer's confidence in the company. Just like a customer does not want to have to "train and educate" a new provider, they do not want to do the same for your "revolving door" employees. So, the key is to keep employees so they in turn will help you keep your customers. Because the techniques of this process mirror the activities of customer service and customer relationship management, I call the combined process C/ERM for customer/employee relationship management. Both activities must be going on simultaneously to create a loyalty link that ensures customer satisfaction and retention through employee service, satisfaction and retention.

Statistical Policy Working Paper 24. Electronic Dissemination of Statistical Data

DOT National Transportation Integrated Search

1995-11-01

The report, Statistical Policy Working Paper 24, Electronic Dissemination of Statistical Data, includes several topics, such as Options and Best Uses for Different Media Operation of Electronic Dissemination Service, Customer Service Programs, Cost a...

Technical Services Workstations. SPEC Kit 213.

ERIC Educational Resources Information Center

Brugger, Judith M., Comp.; And Others

Technical services workstations (TSWs) are personal computers that have been customized for use in technical services departments. To gather information on their use and prevalence in research libraries, the Program for Cooperative Cataloging Standing Committee on Automation surveyed the 119 members of the Association of Research Libraries (ARL)…

Operation of the Computer Software Management and Information Center (COSMIC)

NASA Technical Reports Server (NTRS)

1983-01-01

The major operational areas of the COSMIC center are described. Quantitative data on the software submittals, program verification, and evaluation are presented. The dissemination activities are summarized. Customer services and marketing activities of the center for the calendar year are described. Those activities devoted to the maintenance and support of selected programs are described. A Customer Information system, the COSMIC Abstract Recording System Project, and the COSMIC Microfiche Project are summarized. Operational cost data are summarized.

Customer Service Programming

NASA Technical Reports Server (NTRS)

1982-01-01

Use of computer program STRCMACS has enabled Illinois Bell Telephone, a subsidiary of American Telephone and Telegraph to cut software development costs about 10 percent by reducing program maintenance and by allowing the department to bring other software into operation more quickly. It has also been useful in company training of programming staff.

Continuous Improvement in Business Education: Insights from the For-Profit Sector and Business School Deans.

ERIC Educational Resources Information Center

Bailey, Allan R.; Chow, Chee W.; Hadad, Kamal M.

1999-01-01

The balanced scorecard, a customer-based continuous improvement system, can be applied to business schools. Business deans (n=38) suggested goals and measures for a customer perspective, including such factors as stakeholders, program and service quality, public image, teaching/learning excellence, curriculum excellence, fund raising, and human…

KSC/IT Knowledge Sharing With JAXA/IT

NASA Technical Reports Server (NTRS)

Turner, Stacie

2010-01-01

The mission of NASA IT [organizations throughout the Agency] is to increase the productivity of scientists, engineers, and mission support personnel by responsively and efficiently delivering reliable, innovative and secure IT services. (http://insidenasa.nasa.gov/ocio/about/index.html, July 2010) IT at NASA/KSC serves to enable KSC's mission (Human Space Flight) in a customer-focused manner by offering a breadth of IT services to support the current and advanced information technology and communications needs of KSC institutional and NASA/KSC program customers.

The National Shipbuilding Research Program, 1991 Ship Production Symposium Proceedings: Paper No. IVA-3: Improving Your Competitive Position Through Total Quality Management (TQM)

DTIC Science & Technology

1991-09-01

process of TQM, it will expect help from suppliers in the pursuit of increased product and service quality . So if your customers are describing their...customer expectations typically prompt the changes. Remaining competitive in today’s global economy requires an increased level of product and service ... quality at lower cost. In government the motivation often arises from Presidential Order #12552, or more importantly, con- strained budgets. The

Effective and Innovative Practices for Stronger Facilities Management.

ERIC Educational Resources Information Center

Banick, Sarah

2002-01-01

Describes the five winners of the APPA's Effective & Innovative Practices Award. These facilities management programs and processes were recognized for enhancing service delivery, lowering costs, increasing productivity, improving customer service, generating revenue, or otherwise benefiting the educational institution. (EV)

Using TQM and ISO 9000 Principles in Assuring Education Service Quality

DOT National Transportation Integrated Search

1998-01-01

This paper describes Riga Aviation University's (Latvia) movement from a strongly regulated and controlled professional education program to a system of contract relations with students as Education Service customers. This period demanded, first, a s...

19 CFR 12.11 - Requirements for entry and release.

Code of Federal Regulations, 2011 CFR

2011-04-01

... labels or Customs seals to the representative of the Animal and Plant Health Inspection Service, Plant... inspector of the Animal and Plant Health Inspection Service, Plant Protection and Quarantine Programs. (b... inspection or other treatment by a representative of the Animal and Plant Health Inspection Service, Plant...

32 CFR 728.57 - Department of State and associated agencies.

Code of Federal Regulations, 2010 CFR

2010-07-01

...) Department of Justice—Drug Enforcement Agency. (10) Department of Treasury—U.S. Customs, U.S. Secret Service... (JECOR), and the Internal Revenue Service. (11) National Aeronautics and Space Administration. (12... State Medical Program. (b) Care authorized—(1) General. The Foreign Service Act of 1946, as amended...

19 CFR 12.11 - Requirements for entry and release.

Code of Federal Regulations, 2010 CFR

2010-04-01

... inspector of the Animal and Plant Health Inspection Service, Plant Protection and Quarantine Programs. (b... inspection or other treatment by a representative of the Animal and Plant Health Inspection Service, Plant... labels or Customs seals to the representative of the Animal and Plant Health Inspection Service, Plant...

Variety and Service Highlight the 2010 Effective and Innovative Practices Award Winners

ERIC Educational Resources Information Center

Facilities Manager, 2010

2010-01-01

APPA's Effective & Innovative Practices Award continues to highlight the best of the most creative and practical programs and processes that enhance and transform service delivery, lower costs, increase productivity, improve customer service, generate revenue, or otherwise benefit an educational institution. This article features five 2010…

The Impact of Practical Relevance on Training Transfer: Evidence from a Service Quality Training Program for German Bank Clerks

ERIC Educational Resources Information Center

Liebermann, Susanne; Hoffmann, Stefan

2008-01-01

The management literature provides a variety of recommendations as to how workers' customer orientation might be improved, including through training. Crucial factors in the process of transferring the contents of service quality training programs to practice, however, have not yet been sufficiently analysed. This study proposes and tests a model…

Measuring Satisfaction in the Program Manager, Procuring Contracting Officer Relationship

DTIC Science & Technology

1997-12-01

understand customer satisfaction. In the early 1970s, consumer satisfaction began to emerge as a legitimate field of inquiry. Pfaff (as cited in Churchill...piece of correspondence and advertisement , as well as at all meetings. 2. Seek to delight their customers . These companies go out of their way to...were directed to analyze the extent to which their customers were satisfied with the agency’s products/services. To comply with this Executive Order

The four faces of mass customization.

PubMed

Gilmore, J H; Pine, B J

1997-01-01

Virtually all executives today recognize the need to provide outstanding service to customers. Focusing on the customer, however, is both an imperative and a potential curse. In their desire to become customer driven, many companies have resorted to inventing new programs and procedures to meet every customer's request. But as customers and their needs grow increasingly diverse, such an approach has become a surefire way to add unnecessary cost and complexity to operations. Companies around the world have embraced mass customization in an attempt to avoid those pitfalls. Readily available information technology and flexible work processes permit them to customize goods or services for individual customers in high volumes at low cost. But many managers have discovered that mass customization itself can produce unnecessary cost and complexity. They are realizing that they did not examine thoroughly enough what kind of customization their customers would value before they plunged ahead. That is understandable. Until now, no framework has existed to help managers determine the type of customization they should pursue. James Gilmore and Joseph Pine provide managers with just such a framework. They have identified four distinct approaches to customization. When designing or redesigning a product, process, or business unit, managers should examine each approach for possible insights into how to serve their customers best. In some cases, a single approach will dominate the design. More often, however, managers will need a mix of some or all of the four approaches to serve their own particular set of customers.

Towards Customer-Driven Management in Hospitality Education: A Case Study of the Higher Hotel Institute, Cyprus.

ERIC Educational Resources Information Center

Varnavas, Andreas P.; Soteriou, Andreas C.

2002-01-01

Presents and discusses the approach used by the Higher Hotel Institute in Cyprus to incorporate total quality management through establishment of a customer-driven management culture in its hospitality education program. Discusses how it collects and uses service-quality related data from future employers, staff, and students in pursuing this…

Customer requirements process

NASA Technical Reports Server (NTRS)

Russell, Yvonne; Falsetti, Christine M.

1991-01-01

Customer requirements are presented through three viewgraphs. One graph presents the range of services, which include requirements management, network engineering, operations, and applications support. Another viewgraph presents the project planning process. The third viewgraph presents the programs and/or projects actively supported including life sciences, earth science and applications, solar system exploration, shuttle flight engineering, microgravity science, space physics, and astrophysics.

Australian Community Pharmacists' Experience of Implementing a Chronic Kidney Disease Risk Assessment Service.

PubMed

Gheewala, Pankti A; Peterson, Gregory M; Zaidi, Syed Tabish R; Jose, Matthew D; Castelino, Ronald L

2018-06-14

Community pharmacists are well positioned to deliver chronic kidney disease (CKD) screening services. However, little is known about the challenges faced by pharmacists during service implementation. This study aimed to explore community pharmacists' experiences and perceived barriers of implementing a CKD risk assessment service. Data collection was performed by using semistructured, open-ended interview questions. Pharmacists who had implemented a CKD screening service in Tasmania, Australia, were eligible to participate. A purposeful sampling strategy was used to select pharmacists, with variation in demographics and pharmacy location. A conventional content analysis approach was used to conduct the qualitative study. Transcripts were thematically analyzed by using the NVivo 11 software program. Initially, a list of free nodes was generated and data were coded exhaustively into relevant nodes. These nodes were then regrouped to form highly conceptualized themes. Five broad themes emerged from the analysis: contextual fit within community pharmacy; perceived scope of pharmacy practice; customer perception toward disease prevention; CKD - an underestimated disease; and remuneration for a beneficial service. Pharmacists found the CKD service efficient, user-friendly, and of substantial benefit to their customers. However, several pharmacists observed that their customers lacked interest in disease prevention, and had limited understanding of CKD. More importantly, pharmacists perceived the scope of pharmacy practice to depend substantially on interprofessional collaboration between pharmacists and general practitioners, and customer acknowledgment of pharmacists' role in disease prevention. Community pharmacists perceived the CKD service to be worth incorporating into pharmacy practice. To increase uptake, future CKD services should aim to improve customer awareness about CKD before providing risk assessment. Further research investigating strategies to enhance general practitioner involvement in pharmacist-initiated disease prevention services is also needed.

Quality and customer satisfaction: A case study in Brazil

NASA Astrophysics Data System (ADS)

Barcellos, Paulo Fernando Pinto

The dissertation deals with the case of CEEE-Companhia Estadual de Energia Eletrica, an electric power utility located in Rio Grande do Sul, the southernmost state of Brazil. Customer satisfaction with the services provided by CEEE is investigated within three groups of consumers: residential, commercial, and industrial. The purpose of the dissertation is to find answers to the following research questions: (1) What is service quality in public utilities, and particularly in an electric power company? (2) What service quality dimensions do customers want to be provided and favor the most? (3) How does the market measure service quality? (4) What should be done by companies, and particularly by an electric utility monopoly, to increase the performance of the rendered service? (5) How does this impact customer satisfaction, retention, and intention to recommend? and (6) How do we start a company-wide quality program provided that the resources are scarce and therefore priorities should be set forth? To investigate the posed questions, the study begins with an exploratory survey of CEEE's Board. The survey is followed by qualitative research of the three customer groups. After qualitative analysis of the data is concluded, questionnaires for the quantitative research, as well as hypothetical models, are developed. Dillman's "Total Design Method" is used to design the questionnaires. The basic ACSI (American Customer Satisfaction Model) is used to approach customer satisfaction. Data are processed by PLS (Partial Least Squares) which follows the procedure developed at the National Quality Research Center of the University of Michigan Business School. In summary, commercial customers are the most dissatisfied with the services provided by CEEE, while residential customers are the most satisfied. To improve quality, priority should be placed on commercial customers and include efforts to improve productivity gains throughout the company. Also, CEEE's image should be improved through a better communication process with the market and an intensive and extensive training of personnel. A special marketing campaign could help build a better image by explaining CEEE's goals to improve quality. Finally, a bottom line of satisfaction scores (as quality indicators) should be set for the entire company.

Green Pricing Program Marketing Expenditures: Finding the Right Balance

DOE Office of Scientific and Technical Information (OSTI.GOV)

Friedman, B.; Miller, M.

In practice, it is difficult to determine the optimal amount to spend on marketing and administering a green pricing program. Budgets for marketing and administration of green pricing programs are a function of several factors: the region of the country; the size of the utility service area; the customer base and media markets encompassed within that service area; the point or stage in the lifespan of the program; and certainly, not least, the utility's commitment to and goals for the program. All of these factors vary significantly among programs. This report presents data on programs that have funded both marketingmore » and program administration. The National Renewable Energy Laboratory (NREL) gathers the data annually from utility green pricing program managers. Programs reporting data to NREL spent a median of 18.8% of program revenues on marketing their programs in 2008 and 16.6% in 2007. The smallest utilities (those with less than 25,000 in their eligible customer base) spent 49% of revenues on marketing, significantly more than the overall median. This report addresses the role of renewable energy credit (REC) marketers and start-up costs--and the role of marketing, generally, in achieving program objectives, including expansion of renewable energy.« less

From Franchise to Programming: Jobs in Cable Television.

ERIC Educational Resources Information Center

Stanton, Michael

1985-01-01

This article takes a look at some of the key jobs at every level of the cable industry. It discusses winning a franchise, building and running the system, and programing and production. Job descriptions include engineer, market analyst, programers, financial analysts, strand mappers, customer service representatives, access coordinator, and studio…

32 CFR 861.4 - DOD air transportation quality and safety requirements.

Code of Federal Regulations, 2010 CFR

2010-07-01

... programs and business practices that not only ensure good service but also enhance the safety, operational...) “Equivalent to the services sought by DOD” means service offered to qualify for DOD approval must be... § 861.4 DOD air transportation quality and safety requirements. (a) General. The DOD, as a customer of...

Empowerment at Pacific Gas & Electric.

ERIC Educational Resources Information Center

Kaufman, Steven B.

1991-01-01

Pacific Gas and Electric's employee involvement program aggressively focuses on customer service, performance measurement tied to management bonuses, and commitment to change in the organizational culture. (SK)

Energy planning and energy efficiency assistance

DOE Office of Scientific and Technical Information (OSTI.GOV)

Markel, L.

1995-12-31

Electrotek is an engineering services company specializing in energy-related programs. Clients are most utilities, large energy users, and the U.S. Electric Power Research Institute. Electrotek has directed energy projects for the U.S. Agency for International Development and the U.S. Department of Energy in Poland and other countries of Central Europe. The objective is to assist the host country organizations to identify and implement appropriate energy efficiency and pollution reduction technologies, to transfer technical and organizational knowledge, so that further implementations are market-driven, without needed continuing foreign investment. Electrotek has worked with the Silesian Power Distribution Company to design an energymore » efficiency program for industrial customers that has proven to be profitable for the company and for its customers. The program has both saved energy and costs, and reduced pollution. The program is expanding to include additional customers, without needing more funding from the U.S. government.« less

International Space Station Increment Operations Services

NASA Astrophysics Data System (ADS)

Michaelis, Horst; Sielaff, Christian

2002-01-01

The Industrial Operator (IO) has defined End-to-End services to perform efficiently all required operations tasks for the Manned Space Program (MSP) as agreed during the Ministerial Council in Edinburgh in November 2001. Those services are the result of a detailed task analysis based on the operations processes as derived from the Space Station Program Implementation Plans (SPIP) and defined in the Operations Processes Documents (OPD). These services are related to ISS Increment Operations and ATV Mission Operations. Each of these End-to-End services is typically characterised by the following properties: It has a clearly defined starting point, where all requirements on the end-product are fixed and associated performance metrics of the customer are well defined. It has a clearly defined ending point, when the product or service is delivered to the customer and accepted by him, according to the performance metrics defined at the start point. The implementation of the process might be restricted by external boundary conditions and constraints mutually agreed with the customer. As far as those are respected the IO has the free choice to select methods and means of implementation. The ISS Increment Operations Service (IOS) activities required for the MSP Exploitation program cover the complete increment specific cycle starting with the support to strategic planning and ending with the post increment evaluation. These activities are divided into sub-services including the following tasks: - ISS Planning Support covering the support to strategic and tactical planning up to the generation - Development &Payload Integration Support - ISS Increment Preparation - ISS Increment Execution These processes are tight together by the Increment Integration Management, which provides the planning and scheduling of all activities as well as the technical management of the overall process . The paper describes the entire End-to-End ISS Increment Operations service and the implementation to support the Columbus Flight 1E related increment and subsequent ISS increments. Special attention is paid to the implications caused by long term operations on hardware, software and operations personnel.

Data mining approach to model the diagnostic service management.

PubMed

Lee, Sun-Mi; Lee, Ae-Kyung; Park, Il-Su

2006-01-01

Korea has National Health Insurance Program operated by the government-owned National Health Insurance Corporation, and diagnostic services are provided every two year for the insured and their family members. Developing a customer relationship management (CRM) system using data mining technology would be useful to improve the performance of diagnostic service programs. Under these circumstances, this study developed a model for diagnostic service management taking into account the characteristics of subjects using a data mining approach. This study could be further used to develop an automated CRM system contributing to the increase in the rate of receiving diagnostic services.

Fuel cell energy service Enron`s commerical program

DOE Office of Scientific and Technical Information (OSTI.GOV)

Jacobson, M.W.

1996-04-01

Enron, the premier provider of clean fuels worldwide, has launched a unique energy service based on fuel cell technology. The goal of this program is to bring the benefits of fuel cell power to the broad commercial marketplace. Enron`s Energy Service is currently based on a 200 kilowatt phosphoric acid power plant manufactured by ONSI Corporation. This plant is fueled by natural gas or propane, and exhibits superior performance. Enron offers a `no hassle` package that provides customers with immediate benefits with no upfront capital or technical risks. This paper describes Enron`s fuel cell commercial program.

Creativity Marks the 2009 Effective and Innovative Practices Award Winners

ERIC Educational Resources Information Center

Jackson, Charles A.; Lentz, Laurie D.; Plant, Frederick W.; Rowley, Shawna; List, Daniel

2009-01-01

APPA's Effective & Innovative Practices Award continues to highlight an ever-growing list of creative and practical programs and processes that enhance and transform service delivery, lower costs, increase productivity, improve customer service, generate revenue, or otherwise benefit an educational institution. The five 2009 award-winning…

Serving the Online Learner

ERIC Educational Resources Information Center

Boettcher, Judith V.

2007-01-01

Systems and services for recruiting, advising, and support of online students have seldom been at the top of the list when planning online and distance learning programs. That is now changing: Forces pushing advising and support services into the foreground include recognition of the student learner as "customer" and the increasing…

Loglines. March-April 2015

DTIC Science & Technology

2015-04-01

Interior, defer to their bureaus, like the Fish and Wildlife Service, the National Park Service, etc. Each of those bureaus gets its own...took the extraordinary step of entering all customer orders for this program into EMALL.” A fire crew digs a fire line near Yosemite National Park ...Program. Additionally, you’ll read about providing fuel anywhere in the world to support agencies like the Coast Guard, FEMA and the National

ACHP | About ACHP

Science.gov Websites

Information Membership ACHP Award Programs Staff Directory Staff Federal Agency Assignments Strategic Plan (PDF) Youth Strategic Plan (PDF) Customer Service Standards ACHP Statement of Policy on Diversity and

Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange.

PubMed

Susskind, Alex M; Kacmar, K Michele; Borchgrevink, Carl P

2003-02-01

The authors proposed and tested a model describing the relationship between customer service providers' perceptions and attitudes toward their service-related duties and their customers' perceptions of satisfaction with their service experiences. Results indicated that the perception of having standards for service delivery in an organization is strongly related to line-level employees' perceptions of support from coworkers and supervisors. Perceived support from coworkers was significantly related to service providers' customer orientation, whereas perceived support from supervisors showed a weaker relationship to a customer orientation. Ultimately, service providers' customer orientation was strongly related to customers' satisfaction with service. Finally, a set of post hoc analyses indicated that coworker and supervisory support explained a greater proportion of incremental variance in the model than did perceived organizational support alone.

10 CFR 905.40 - Technical assistance.

Code of Federal Regulations, 2010 CFR

2010-01-01

... 10 Energy 4 2010-01-01 2010-01-01 false Technical assistance. 905.40 Section 905.40 Energy DEPARTMENT OF ENERGY ENERGY PLANNING AND MANAGEMENT PROGRAM Energy Services § 905.40 Technical assistance. Western shall establish a program that provides technical assistance to customers to conduct integrated...

Recent Weather Technologies Delivered to America's Space Program by the Applied Meteorology Unit

NASA Technical Reports Server (NTRS)

Bauman, WIlliam, H., III; Crawford, Winifred

2009-01-01

The Applied Meteorology Unit (AMU) is a unique joint venture of NASA, the Air Force and the National Weather Service (NWS) and has been supporting the Space Program for nearly two decades. The AMU acts as a bridge between the meteorological research community and operational forecasters by developing, evaluating and transitioning new technology and techniques to improve weather support to spaceport operations at the Eastern Range (ER) and Kennedy Space Center. Its primary customers are the 45th Weather Squadron at Cape Canaveral Air Force Station (CCAFS), the Spaceflight Meteorology Group at Johnson Space Center and the National Weather Service Office in Melbourne, FL. Its products are used to support NASA's Shuttle and ELV programs as well as Department of Defense and commercial launches from the ER. Shuttle support includes landing sites beyond the ER. The AMU is co-located with the Air Force operational forecasters at CCAFS to facilitate continuous two-way interaction between the AMU and its operational customers. It is operated under a NASA, Air Force, and NWS Memorandum of Understanding (MOU) by a competitively-selected contractor. The contract, which is funded and managed by NASA, provides five full time professionals with degrees in meteorology or related fields, some of whom also have operational experience. NASA provides a Ph.D.- level NASA civil service scientist as Chief of the AMU. The AMU is tasked by its customers through a unique, nationally recognized process. The tasks are limited to development, evaluation and operational transition of technology to improve weather support to spaceport operations and providing expert advice to the customers. The MOU expressly forbids using the AMU resources to conduct operations or do basic research. The presentation will provide a brief overview of the AMU and how it is tasked by its customers to provide high priority products and services. The balance of the presentation will cover a sampling of products delivered over the last 18 years that are currently in operational use. Each example will describe the problem to be solved, the solution provided, and the operational benefits of implementing that solution.

7 CFR 274.12 - Electronic Benefit Transfer issuance system approval standards.

Code of Federal Regulations, 2010 CFR

2010-01-01

... are trained in system operation prior to implementation. Retailer training shall be offered by the... paragraph at customer service booths or other locations if appropriate. (5) The State agency shall ensure... AND NUTRITION SERVICE, DEPARTMENT OF AGRICULTURE FOOD STAMP AND FOOD DISTRIBUTION PROGRAM ISSUANCE AND...

77 FR 51965 - Submission for OMB Review; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2012-08-28

... number. Food and Nutrition Service Title: The Assessment of Contribution of an Interview to SNAP Eligibility and Benefit Determination Study OMB Control Number: 0584-NEW. Summary of Collection: The Food and..., customer service, and program integrity. The authority for this collection in contained in Section 17 [7 U...

Practical Innovations Mark the 2011 Effective & Innovative Practices Award Winners

ERIC Educational Resources Information Center

Facilities Manager, 2011

2011-01-01

APPA's Effective & Innovative Practices Award continues to highlight the best of the most creative and practical programs and processes that enhance and transform service delivery, lower costs, increase productivity, improve customer service, generate revenue, or otherwise benefit an educational institution. This article features five 2011…

Do it right this time: the role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures.

PubMed

Liao, Hui

2007-03-01

Integrating justice and customer service literatures, this research examines the role of customer service employees' behaviors of handling customer complaints, or service recovery performance (SRP), in conveying a just image of service organizations and achieving desirable customer outcomes. Results from a field study and a laboratory study demonstrate that the dimensions of SRP--making an apology, problem solving, being courteous, and prompt handling--positively influenced customer satisfaction and then customer repurchase intent through the mediation of customer-perceived justice. In addition, service failure severity and repeated failures reduced the positive impact of some dimensions of SRP on customer satisfaction, and customer-perceived justice again mediated these moderated effects. (c) 2007 APA, all rights reserved.

Talking about Customer Service.

ERIC Educational Resources Information Center

Talley, Mary; Axelroth, Joan

2001-01-01

Discusses customer service in information centers and how to define it. Topics include the effects of competition, that give customers more choices; defining customers, and defining services; communications; physical environment; change, in customers and in technology; measuring customer service; and evaluating policies and procedures. (LRW)

Marketing health services: the engineering of satisfaction.

PubMed

MacStravic, R S

1984-12-01

Service marketing is the engineering of satisfaction, and the key to success is to identify and influence potential customers' expectations and then to fulfill those expectations. Patient satisfaction largely determines both a program's revenues and expenditures and the effectiveness of care received by patients. A program's ability to satisfy patients rests upon three basic elements: research, design, and communication. Research should be on two levels. The first is basic market assessment and analysis, and should reveal overall market potential by focusing on consumers' expectations, unmet needs, and level of satisfaction. From this stage of research, the organization should be able to identify current programs that are secure and stable, those which have significant growth potential, those which are threatened by competition, and those which have little future. This research also should indicate the potential for new programs and for new markets for existing programs. The second level of research focuses on a specific program (whether current or proposed) and is the basis for program design. The organization can tailor the program to consumers' expectations in everything from services provided to price of parking and other amenities. Research also provides a basis for communications. Not only can communications influence a potential customer to try a provider, but also care providers can use communications during and after the service experience to reinforce what might have been a casual decision. Ideally, all communication that occurs between patients and providers should serve marketing as well as diagnostic and therapeutic purposes. It can shape patients' expectations, reinforce satisfaction when those expectations have been fulfilled, and convey the provider's caring and concern.

Developing a quality assurance program for online services.

PubMed Central

Humphries, A W; Naisawald, G V

1991-01-01

A quality assurance (QA) program provides not only a mechanism for establishing training and competency standards, but also a method for continuously monitoring current service practices to correct shortcomings. The typical QA cycle includes these basic steps: select subject for review, establish measurable standards, evaluate existing services using the standards, identify problems, implement solutions, and reevaluate services. The Claude Moore Health Sciences Library (CMHSL) developed a quality assurance program for online services designed to evaluate services against specific criteria identified by research studies as being important to customer satisfaction. These criteria include reliability, responsiveness, approachability, communication, and physical factors. The application of these criteria to the library's existing online services in the quality review process is discussed with specific examples of the problems identified in each service area, as well as the solutions implemented to correct deficiencies. The application of the QA cycle to an online services program serves as a model of possible interventions. The use of QA principles to enhance online service quality can be extended to other library service areas. PMID:1909197

Developing a quality assurance program for online services.

PubMed

Humphries, A W; Naisawald, G V

1991-07-01

A quality assurance (QA) program provides not only a mechanism for establishing training and competency standards, but also a method for continuously monitoring current service practices to correct shortcomings. The typical QA cycle includes these basic steps: select subject for review, establish measurable standards, evaluate existing services using the standards, identify problems, implement solutions, and reevaluate services. The Claude Moore Health Sciences Library (CMHSL) developed a quality assurance program for online services designed to evaluate services against specific criteria identified by research studies as being important to customer satisfaction. These criteria include reliability, responsiveness, approachability, communication, and physical factors. The application of these criteria to the library's existing online services in the quality review process is discussed with specific examples of the problems identified in each service area, as well as the solutions implemented to correct deficiencies. The application of the QA cycle to an online services program serves as a model of possible interventions. The use of QA principles to enhance online service quality can be extended to other library service areas.

Customer Discovery as the First Essential Step for Successful Health Information Technology System Development.

PubMed

Thamjamrassri, Punyotai; Song, YuJin; Tak, JaeHyun; Kang, HoYong; Kong, Hyoun-Joong; Hong, Jeeyoung

2018-01-01

Customer discovery (CD) is a method to determine if there are actual customers for a product/service and what they would want before actually developing the product/service. This concept, however, is rather new to health information technology (IT) systems. Therefore, the aim of this paper was to demonstrate how to use the CD method in developing a comprehensive health IT service for patients with knee/leg pain. We participated in a 6-week I-Corps program to perform CD, in which we interviewed 55 people in person, by phone, or by video conference within 6 weeks: 4 weeks in the United States and 2 weeks in Korea. The interviewees included orthopedic doctors, physical therapists, physical trainers, physicians, researchers, pharmacists, vendors, and patients. By analyzing the interview data, the aim was to revise our business model accordingly. Using the CD approach enabled us to understand the customer segments and identify value propositions. We concluded that a facilitating tele-rehabilitation system is needed the most and that the most suitable customer segment is early stage arthritis patients. We identified a new design concept for the customer segment. Furthermore, CD is required to identify value propositions in detail. CD is crucial to determine a more desirable direction in developing health IT systems, and it can be a powerful tool to increase the potential for successful commercialization in the health IT field.

Dumbing Down the Net

NASA Astrophysics Data System (ADS)

Jamison, Mark A.; Hauge, Janice A.

It is commonplace for sellers of goods and services to enhance the value of their products by paying extra for premium delivery service. For example, package delivery services such as Federal Express and the US Postal Service offer shippers a variety of delivery speeds and insurance programs. Web content providers such as Yahoo! and MSN Live Earth can purchase web-enhancing services from companies such as Akamai to speed the delivery of their web content to customers.1

Review of the activities of COSMIC

NASA Technical Reports Server (NTRS)

Carmon, J. L.

1983-01-01

The activities of the Computer Software Management and Information Center involving the collection, processing, and distribution of software developed under the auspices of NASA and certain other federal agencies are reported. Program checkout and evaluation, inventory control, customer services and marketing, dissemination, program maintenance, and special development tasks are discussed.

QCTV: An Innovator in the West.

ERIC Educational Resources Information Center

QCTV Ltd., Edmonton (Alberta).

This compendium of papers, prepared by staff of a Canadian public cable company, examines cablevision marketing in Canada, multiple replay community programming, the first QCTV film production, QCTV special programming, television coverage of the House of Commons, establishment of a data processing system, use of that system for customer service,…

Computer software management, evaluation, and dissemination

NASA Technical Reports Server (NTRS)

1983-01-01

The activities of the Computer Software Management and Information Center involving the collection, processing, and distribution of software developed under the auspices of NASA and certain other federal agencies are reported. Program checkout and evaluation, inventory control, customer services and marketing, dissemination, program maintenance, and special development tasks are discussed.

The Customer Service Experience.

ERIC Educational Resources Information Center

Bell, Chip R.

2001-01-01

Discusses ways to embed customer service learning and customer loyalty including making customers think, examining every aspect of customers' service encounters with staff, providing follow-up, making learning fun, and involving customers in your business. (JOW)

R&D comes to services. Bank of America's pathbreaking experiments.

PubMed

Thomke, Stefan

2003-04-01

At the heart of business today lies a dilemma: Our economy is increasingly dependent on services, yet our innovation processes remain oriented toward products. Indeed, we have well-tested, scientific methods for developing and refining manufactured goods, but many of them don't seem applicable to the world of services. In this article, Harvard Business School professor Stefan Thomke points out the challenges of applying the discipline of formal R&D processes to services: Because a service often exists only in the moment of its delivery to a customer, it is difficult to isolate in a traditional laboratory. And since many services are tailored to individual buyers at the point of purchase, they can't be tested through large samples. As a result, experiments with new services are most useful when they are conducted live--with real customers engaged in real transactions. But live tests magnify the cost of failure; an experiment that doesn't work may harm customer relationships and even the brand. Given such challenges, it's no surprise that most service companies have not established rigorous, ongoing R&D processes, Thomke says. Here the author provides an in-depth look at a five-step process that Bank of America has used to create new service concepts for retail banking. The company has turned a set of its branches into, in effect, a laboratory where a corporate research team conducts service experiments with actual customers during regular business hours, compares results with those of control branches, and pinpoints attractive innovations for broader rollout. The author describes the program's workings, its successes, and the obstacles the bank faced. The effort reveals what a true R&D operation might look like inside a service business, he concludes.

Which Way Do You Want To Serve Your Customers?

ERIC Educational Resources Information Center

Gupta, Dinesh K.; Jambheykar, Ashok

2002-01-01

Discusses the need to focus on customer service in libraries. Topics include motivating factors, including the value of library services as judged by the users; attributes of customer service; categories of customer service; identifying users; and questions to ask library staff to help evaluate their customer service. (LRW)

76 FR 24339 - Streamlining Service Delivery and Improving Customer Service

Federal Register 2010, 2011, 2012, 2013, 2014

2011-05-02

... Order 13571 of April 27, 2011 Streamlining Service Delivery and Improving Customer Service By the... Customer Service Standards), issued on September 11, 1993, requires agencies that provide significant services directly to the public to identify and survey their customers, establish service standards and...

Customer perceived service quality, satisfaction and loyalty in Indian private healthcare.

PubMed

Kondasani, Rama Koteswara Rao; Panda, Rajeev Kumar

2015-01-01

The purpose of this paper is to analyse how perceived service quality and customer satisfaction lead to loyalty towards healthcare service providers. In total, 475 hospital patients participated in a questionnaire survey in five Indian private hospitals. Descriptive statistics, factor analysis, regression and correlation statistics were employed to analyse customer perceived service quality and how it leads to loyalty towards service providers. Results indicate that the service seeker-service provider relationship, quality of facilities and the interaction with supporting staff have a positive effect on customer perception. Findings help healthcare managers to formulate effective strategies to ensure a better quality of services to the customers. This study helps healthcare managers to build customer loyalty towards healthcare services, thereby attracting and gaining more customers. This paper will help healthcare managers and service providers to analyse customer perceptions and their loyalty towards Indian private healthcare services.

Special report. Hospitals that are becoming 'hotel friendly' to guests ... and the role played by security officers.

PubMed

1996-01-01

Faced with increasing competition, hospitals in New York City are developing programs to become more user friendly and, like hotels, to treat patients more as "guests" than as "customers." These programs, which have particular applications for security personnel, are also seeking to improve communications and relationships among the hospital's medical staff and other employees. In this report, we'll describe some of these efforts in which hospitals are turning to hoteliers, consultants, and others for advice in the area of customer service, and the role seen for hospital security.

Probabilistic inspection strategies for minimizing service failures

NASA Technical Reports Server (NTRS)

Brot, Abraham

1994-01-01

The INSIM computer program is described which simulates the 'limited fatigue life' environment in which aircraft structures generally operate. The use of INSIM to develop inspection strategies which aim to minimize service failures is demonstrated. Damage-tolerance methodology, inspection thresholds and customized inspections are simulated using the probability of failure as the driving parameter.

Marketing Your Program

ERIC Educational Resources Information Center

Anderson, Susan

2009-01-01

A marketing plan outlines the specific actions a person intends to carry out to interest potential customers in his/her service and to persuade them to buy the services he/she offers. In other words, a marketing plan defines what his/her organization will do to interest new families in his/her facility and encourage them to enroll their children…

75 FR 33343 - Application Nos. and Proposed Exemptions; D-11573, Citigroup Global Markets, Inc. and Its...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-06-11

... Financial Advisor) to eligible participants in such Plan, of the services offered under the TRAK Program and... self-custody service firm and will carry its own customer accounts. \\10\\ Morgan Stanley continues to... L-11624, Boston Carpenters Apprenticeship and Training Fund (the Fund), et al. AGENCY: Employee...

Using TQM and ISO 9000 Principles in Assuring Education Service Quality.

ERIC Educational Resources Information Center

Kabashkin, Igor; Michnev, Boris; Utchin, Georgy

1998-01-01

Describes Riga Aviation University's movement from a controlled professional-education program to a system of contract relations with students as education service customers. Discusses a study of students' demands, requirements, and issues and the development of a quality assurance system based on Total Quality Management and ISO 9000 standards.…

78 FR 72151 - Proposed Collection; Comment Request on Information Collection Tools Relating to Using Omnibus...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-12-02

... satisfying experience with the Agency's programs. This feedback will provide insights into customer or stakeholder perceptions, experiences and expectations, provide an early warning of issues with service, or...) estimates of capital or start-up costs and costs of operation, maintenance, and purchase of services to...

MSFC Respiratory Protection Services

NASA Technical Reports Server (NTRS)

CoVan, James P.

1999-01-01

An overview of the Marshall Space Flight Center Respiratory Protection program is provided in this poster display. Respiratory protection personnel, building, facilities, equipment, customers, maintenance and operational activities, and Dynatech fit testing details are described and illustrated.

How Healthcare Can Refocus on Its Super-Customers (Patients, n =1) and Customers (Doctors and Nurses) by Leveraging Lessons from Amazon, Uber, and Watson.

PubMed

Kolker, Evelyne; Özdemir, Vural; Kolker, Eugene

2016-06-01

Healthcare is transforming with data-intensive omics technologies and Big Data. The "revolution" has already happened in technology, but the bottlenecks have shifted to the social domain: Who can be empowered by Big Data? Who are the users and customers? In this review and innovation field analysis, we introduce the idea of a "super-customer" versus "customer" and relate both to 21st century healthcare. A "super-customer" in healthcare is the patient, sample size of n = 1, while "customers" are the providers of healthcare (e.g., doctors and nurses). The super-customers have been patients, enabled by unprecedented social practices, such as the ability to track one's physical activities, personal genomics, patient advocacy for greater autonomy, and self-governance, to name but a few. In contrast, the originally intended customers-providers, doctors, and nurses-have relatively lagged behind. With patients as super-customers, there are valuable lessons to be learned from industry examples, such as Amazon and Uber. To offer superior quality service, healthcare organizations have to refocus on the needs, pains, and aspirations of their super-customers by enabling the customers. We propose a strategic solution to this end: the PPT-DAM (People-Process-Technology empowered by Data, Analytics, and Metrics) approach. When applied together with the classic Experiment-Execute-Evaluate iterative methodology, we suggest PPT-DAM is an extremely powerful approach to deliver quality health services to super-customers and customers. As an example, we describe the PPT-DAM implementation by the Benchmarking Improvement Program at the Seattle Children's Hospital. Finally, we forecast that cognitive systems in general and IBM Watson in particular, if properly implemented, can bring transformative and sustainable capabilities in healthcare far beyond the current ones.

Librarians and Scientists Partner to Address Data Management: Taking Collaboration to the Next Level.

PubMed

Medina-Smith, Andrea; Tryka, Kimberly A; Silcox, Barbara P; Hanisch, Robert J

2016-01-01

This study looks at the changing way in which the Information Services Office (ISO) at the National Institute of Standards and Technology (NIST) provides services to NIST scientific and technical staff throughout their research and publishing cycles. These services include the more traditional services of a research library as well as publishing NIST technical reports and The Journal of Research of NIST , and preserving and exhibiting scientific instruments and other artifacts. ISO has always prided itself on having a close relationship with its customers, providing a high level of service, and developing new services to stay in front of NIST researcher needs. Through a concerted, strategic effort since the late 1990s, ISO has developed and promoted relationships with its key customers through its Lab Liaison Program. This paper discusses the relationship ISO has developed with the Office of Data and Informatics (ODI), how this relationship was forged, and how this collaboration will serve as a model for working with the other labs and programs at NIST. It will also discuss the risks and opportunities of this new collaborative service model, how ISO positioned itself to become an equal partner with ODI in the exploration of solutions to data management issues, and the benefits of the relationship from ODI's perspective. A pattern of strategic changes to the services and activities offered by the Lab Liaison program has put ISO in the position to collaborate as peers with researchers at NIST. This study provides an overview of how ISO made strategic decisions to incorporate non-traditional services to support data management at NIST.

Modern Data Center Services Supporting Science

NASA Astrophysics Data System (ADS)

Varner, J. D.; Cartwright, J.; McLean, S. J.; Boucher, J.; Neufeld, D.; LaRocque, J.; Fischman, D.; McQuinn, E.; Fugett, C.

2011-12-01

The National Oceanic and Atmospheric Administration's National Geophysical Data Center (NGDC) World Data Center for Geophysics and Marine Geology provides scientific stewardship, products and services for geophysical data, including bathymetry, gravity, magnetics, seismic reflection, data derived from sediment and rock samples, as well as historical natural hazards data (tsunamis, earthquakes, and volcanoes). Although NGDC has long made many of its datasets available through map and other web services, it has now developed a second generation of services to improve the discovery and access to data. These new services use off-the-shelf commercial and open source software, and take advantage of modern JavaScript and web application frameworks. Services are accessible using both RESTful and SOAP queries as well as Open Geospatial Consortium (OGC) standard protocols such as WMS, WFS, WCS, and KML. These new map services (implemented using ESRI ArcGIS Server) are finer-grained than their predecessors, feature improved cartography, and offer dramatic speed improvements through the use of map caches. Using standards-based interfaces allows customers to incorporate the services without having to coordinate with the provider. Providing fine-grained services increases flexibility for customers building custom applications. The Integrated Ocean and Coastal Mapping program and Coastal and Marine Spatial Planning program are two examples of national initiatives that require common data inventories from multiple sources and benefit from these modern data services. NGDC is also consuming its own services, providing a set of new browser-based mapping applications which allow the user to quickly visualize and search for data. One example is a new interactive mapping application to search and display information about historical natural hazards. NGDC continues to increase the amount of its data holdings that are accessible and is augmenting the capabilities with modern web application frameworks such as Groovy and Grails. Data discovery is being improved and simplified by leveraging ISO metadata standards along with ESRI Geoportal Server.

Customer service in equine veterinary medicine.

PubMed

Blach, Edward L

2009-12-01

This article explores customer service in equine veterinary medicine. It begins with a discussion about the differences between customers and clients in veterinary medicine. An overview of the nature of the veterinary-client-patient relationship and its effects on the veterinarian's services sheds light on how to evaluate your customer service. The author reviews a study performed in 2007 that evaluated 24 attributes of customer service and their importance to clients of equine veterinarians in their decision to select a specific veterinarian or hospital. The article concludes with an overview of how to evaluate your customer service in an effort to optimize your service to achieve customer loyalty.

Direct Student Loan Program: Management Actions Could Enhance Customer Service. Report to the Ranking Minority Member, Committee on Health, Education, Labor, and Pensions, U.S. Senate.

ERIC Educational Resources Information Center

General Accounting Office, Washington, DC.

This report suggests to congress that they consider clarifying whether Education may regulate the fees charged to borrowers under the Direct Loan Program. It also suggests that FSA collect information from schools that could be used to make improvements to the Direct Loan Program. (Author)

Developing a culture of lifelong learning in a library environment.

PubMed Central

Giuse, N B; Kafantaris, S R; Huber, J T; Lynch, F; Epelbaum, M; Pfeiffer, J

1999-01-01

Between 1995 and 1996, the Annette and Irwin Eskind Biomedical Library (EBL) at Vanderbilt University Medical Center (VUMC) radically revised the model of service it provides to the VUMC community. An in-depth training program was developed for librarians, who began to migrate to clinical settings and establish clinical librarianship and information brokerage services beyond the library's walls. To ensure that excellent service would continue within the library, EBL's training program was adapted for library assistants, providing them with access to information about a wide variety of work roles and processes over a four to eight-month training period. Concurrently, customer service areas were reorganized so that any question--whether reference or circulation--could be answered at any of four service points, eliminating the practice of passing customers from person to person between the reference and circulation desks. To provide an incentive for highly trained library assistants to remain at EBL, management and library assistants worked together to redesign the career pathway based on defined stages of achievement, self-directed participation in library-wide projects, and demonstrated commitment to lifelong learning. Education and training were the fundamental principles at the center of all this activity. Images PMID:9934526

New Strategies in the New Millennium: Servant Leadership As Enhancer of Service Climate and Customer Service Performance.

PubMed

Linuesa-Langreo, Jorge; Ruiz-Palomino, Pablo; Elche-Hortelano, Dioni

2017-01-01

In a world in which customers are increasingly looking for solutions to their own concerns on how to make a better globalized world, new organizational strategies are emerging to approach the customer in the current third millennium. Servant leadership, which involves putting employees' needs first and serving the broader society, is emerging as a new strategic mechanism to approach the customer in line with the new social values-driven Marketing 3.0 era. Yet research has ignored the role and the various mechanisms servant leadership might utilize to improve customer service performance of their service units. Spanning 185 hotels located in Spain, a sample of 247 service units -in close contact with customers- was used to investigate whether servant leadership enhances customer service performance through shaping a service climate within the service unit. Results revealed that service climate mediates the positive influence of servant leadership on customer service performance. Managers can use these findings to note the value of leading the service unit in a servant friendly direction, which is better aligned with the new aspirations of customers today.

Links among high-performance work environment, service quality, and customer satisfaction: an extension to the healthcare sector.

PubMed

Scotti, Dennis J; Harmon, Joel; Behson, Scott J

2007-01-01

Healthcare managers must deliver high-quality patient services that generate highly satisfied and loyal customers. In this article, we examine how a high-involvement approach to the work environment of healthcare employees may lead to exceptional service quality, satisfied patients, and ultimately to loyal customers. Specifically, we investigate the chain of events through which high-performance work systems (HPWS) and customer orientation influence employee and customer perceptions of service quality and patient satisfaction in a national sample of 113 Veterans Health Administration ambulatory care centers. We present a conceptual model for linking work environment to customer satisfaction and test this model using structural equations modeling. The results suggest that (1) HPWS is linked to employee perceptions of their ability to deliver high-quality customer service, both directly and through their perceptions of customer orientation; (2) employee perceptions of customer service are linked to customer perceptions of high-quality service; and (3) perceived service quality is linked with customer satisfaction. Theoretical and practical implications of our findings, including suggestions of how healthcare managers can implement changes to their work environments, are discussed.

The Study on the Preferences of Customer Personal Values with Chinese Culture Background in Services

NASA Astrophysics Data System (ADS)

Li, Yi; Zhao, Hong; Yang, Yue

Customer personal values are the important factors which affect customer behaviors, and they guide and decide the customer's attitudes and behaviors on the products or the services. The paper thinks there are only several important customer personal values to guide customer's decisions, and these values will have -strong cultural differences. This study focuses on discussing the preferences of customer personal values with Chinese culture background when customers consume service and analyzes on the customer preferences of customer personal values with the deep interview method. After interviewing 16 responders with the semi-structured questionnaires, the study finds out some interesting results: (1) Some customers have recognized the existent of customer personal values, even though customer perceived values still have the strong influences on customer behaviors. (2) As they pursue to high quality lives, customers enjoy the lives in easy and pleasure way and care about the safe of the family. Quick response, simple and professional services contribute to enhance the experiences of easy and pleasure lives. (3) Non-rational consumers need the respect from the staff and the companies seriously. In comparison, the rational customers care less about the respect. (4) The sociable requirements have become a common consuming psychology of the customers. More and more customers try to gain the friends by consuming some services. (5) The preferences of customer personal values have a close relationship with the Chinese culture, such as collective values, family conception and "face" culture. The results benefit for service companies improving service brands and service quality.

Remote sensing for urban planning

NASA Technical Reports Server (NTRS)

Davis, Bruce A.; Schmidt, Nicholas; Jensen, John R.; Cowen, Dave J.; Halls, Joanne; Narumalani, Sunil; Burgess, Bryan

1994-01-01

Utility companies are challenged to provide services to a highly dynamic customer base. With factory closures and shifts in employment becoming a routine occurrence, the utility industry must develop new techniques to maintain records and plan for expected growth. BellSouth Telecommunications, the largest of the Bell telephone companies, currently serves over 13 million residences and 2 million commercial customers. Tracking the movement of customers and scheduling the delivery of service are major tasks for BellSouth that require intensive manpower and sophisticated information management techniques. Through NASA's Commercial Remote Sensing Program Office, BellSouth is investigating the utility of remote sensing and geographic information system techniques to forecast residential development. This paper highlights the initial results of this project, which indicate a high correlation between the U.S. Bureau of Census block group statistics and statistics derived from remote sensing data.

What Is Your Library Worth? Extension Uses Public Value Workshops in Communities

ERIC Educational Resources Information Center

Haskell, Jane E.; Morse, George W.

2015-01-01

Public libraries are seeing flat or reduced funding even as demands for new services are increasing. Facing an identical problem, Extension developed a program to identify the indirect benefits to non-participants of Extension programs in order to encourage their public funding support. This educational approach was customized to public libraries…

47 CFR 64.606 - Internet-based TRS provider and TRS program certification.

Code of Federal Regulations, 2014 CFR

2014-10-01

... 47 Telecommunication 3 2014-10-01 2014-10-01 false Internet-based TRS provider and TRS program... Services and Related Customer Premises Equipment for Persons With Disabilities § 64.606 Internet-based TRS... including notification in the Federal Register. (2) Internet-based TRS provider. Any entity desiring to...

47 CFR 64.606 - Internet-based TRS provider and TRS program certification.

Code of Federal Regulations, 2013 CFR

2013-10-01

... 47 Telecommunication 3 2013-10-01 2013-10-01 false Internet-based TRS provider and TRS program... Services and Related Customer Premises Equipment for Persons With Disabilities § 64.606 Internet-based TRS... including notification in the Federal Register. (2) Internet-based TRS provider. Any entity desiring to...

47 CFR 64.606 - Internet-based TRS provider and TRS program certification.

Code of Federal Regulations, 2012 CFR

2012-10-01

... 47 Telecommunication 3 2012-10-01 2012-10-01 false Internet-based TRS provider and TRS program... Services and Related Customer Premises Equipment for Persons With Disabilities § 64.606 Internet-based TRS... including notification in the Federal Register. (2) Internet-based TRS provider. Any entity desiring to...

20 CFR 669.300 - What are the general responsibilities of the NFJP grantees?

Code of Federal Regulations, 2014 CFR

2014-04-01

... 20 Employees' Benefits 4 2014-04-01 2014-04-01 false What are the general responsibilities of the NFJP grantees? 669.300 Section 669.300 Employees' Benefits EMPLOYMENT AND TRAINING ADMINISTRATION... ACT The National Farmworker Jobs Program Customers and Available Program Services § 669.300 What are...

Customer Discovery as the First Essential Step for Successful Health Information Technology System Development

PubMed Central

Thamjamrassri, Punyotai; Song, YuJin; Tak, JaeHyun; Kang, HoYong; Hong, Jeeyoung

2018-01-01

Objectives Customer discovery (CD) is a method to determine if there are actual customers for a product/service and what they would want before actually developing the product/service. This concept, however, is rather new to health information technology (IT) systems. Therefore, the aim of this paper was to demonstrate how to use the CD method in developing a comprehensive health IT service for patients with knee/leg pain. Methods We participated in a 6-week I-Corps program to perform CD, in which we interviewed 55 people in person, by phone, or by video conference within 6 weeks: 4 weeks in the United States and 2 weeks in Korea. The interviewees included orthopedic doctors, physical therapists, physical trainers, physicians, researchers, pharmacists, vendors, and patients. By analyzing the interview data, the aim was to revise our business model accordingly. Results Using the CD approach enabled us to understand the customer segments and identify value propositions. We concluded that a facilitating tele-rehabilitation system is needed the most and that the most suitable customer segment is early stage arthritis patients. We identified a new design concept for the customer segment. Furthermore, CD is required to identify value propositions in detail. Conclusions CD is crucial to determine a more desirable direction in developing health IT systems, and it can be a powerful tool to increase the potential for successful commercialization in the health IT field. PMID:29503756

Customer Service: Implications for Reference Practice.

ERIC Educational Resources Information Center

Whitlatch, Jo Bell

1995-01-01

The past decade has seen an increasing emphasis on customer service in business research and management. Two concepts in understanding business customer service practices are discussed: the service encounter and total quality management. Highlights include customer service research and practices in business; implications for library reference…

Analysis of Customer Loyalty through Total Quality Service, Customer Relationship Management and Customer Satisfaction

ERIC Educational Resources Information Center

Binsar Kristian P., Feliks Anggia; Panjaitan, Hotman

2014-01-01

This research talks about total quality service and customer relationship management effects toward customer satisfaction and its impact on customer loyalty. Fast food restaurant KFC, always strives to continue to make improvements in total quality service, so that customer satisfaction can be maintained, which in turn will have an impact on…

How to Be Bullish on Marketing Child Care in a Challenging Economy.

ERIC Educational Resources Information Center

Wassom, Julie

1992-01-01

Discusses factors to consider when developing marketing strategies for building enrollment in child care programs. Factors are (1) focus on a market; (2) the impression of the service that is created in customers' minds; (3) the urgency of the advertising message; (4) perceived value of the service; and (5) cost effectiveness. (SM)

31 CFR 103.121 - Customer Identification Programs for banks, savings associations, credit unions, and certain non...

Code of Federal Regulations, 2010 CFR

2010-07-01

... safety deposit box or other safekeeping services, or cash management, custodian, and trust services. (ii... documents, non-documentary methods, or a combination of both methods as described in this paragraph (b)(2... agreement, or trust instrument. (B) Verification through non-documentary methods. For a bank relying on non...

Examining the Relationship between College Football Season Ticket Holders' Service Personal Values and Their Behavioral Intentions: The Moderating Effect of Team Identification

ERIC Educational Resources Information Center

Tan, Gary Peng-Liang

2011-01-01

Recently, some college football programs have experienced unsustainable attendance growth, increases in revenue discrepancies, stagnant "revenue growth", and increased operating costs (Brown, 2009; Fulks, 2009; Fullerton & Morgan, 2009; Jackson, 2005; NCAA, 2009, 2010). These problems can be examined from customer service, social…

The New Hampshire retail competition pilot program and the role of green marketing

DOE Office of Scientific and Technical Information (OSTI.GOV)

Holt, E.A.; Fang, J.M.

1997-11-01

Most states in the US are involved in electric industry restructuring, from considering the pros and cons in regulatory dockets to implementing legislative mandates for full restructuring and retail access for all consumers. Several states and utilities have initiated pilot programs in which multiple suppliers or service providers may compete for business and some utility customers can choose among competing suppliers. The State of New Hampshire has been experimenting with a pilot program, mandated by the State Legislature in 1995 and implemented by the New Hampshire Public Utilities Commission (NHPUC), before it implements full retail access. Green marketing, an attemptmore » to characterize the supplier or service provider as environmentally friendly without referring to the energy resource used to generate electricity, was used by several suppliers or service providers to attract customers. This appeal to environmental consumerism was moderately successful, but it raised a number of consumer protection and public policy issues. This issue brief examines the marketing methods used in New Hampshire and explores what green marketing might mean for the development of renewable energy generation. It also addresses the issues raised and their implications.« less

Customer emotion regulation in the service interactions: its relationship to employee ingratiation, satisfaction and loyalty intentions.

PubMed

Medler-Liraz, Hana; Yagil, Dana

2013-01-01

Many studies have explored emotional regulation on the part of service employees, and its antecedents. However, customers' emotional regulation in general, and how it is affected by service employee behavior in particular, have received only scant attention. The present article explores a model suggesting that service employees' ingratiatory behavior relates to customer emotion regulation strategies, which in turn are related to customer satisfaction and loyalty. The model was tested with 131 service employee-customer dyads. The results show that service employee ingratiation was positively related to customers' deep acting but not related to surface acting. Customers' deep acting was positively related to their satisfaction. A positive relationship was found between customer satisfaction and loyalty.

[How are consumers, service and market factors related to customer loyalty in medical service? Targeting the medical consumer in a city].

PubMed

Lee, Sunhee; Kim, Hyunmi; Kim, Juhye; Ha, Gwiyeom

2008-09-01

This study was performed to explore customer loyalty and the related factors. 900 households (a 1% sample) were randomly selected from the total population of K city located in Kangwon province. An interview survey was performed with using a structured questionnaire for the subjects (923 persons) who had used medical service during the year before the survey, and the survey was done September, 2002. When comparing the relating factors related with customer loyalty according to the sociodemographic characteristics, the older group showed a significantly higher level of recognition for service quality, service reputation, internal customers.attitudes and switching cost. The lower income group showed a higher level of recognition for service quality, service image and switching cost. The lower educated group showed a higher level of recognition for service reputation, service image and internal customers.attitudes. The higher educated group showed a higher level of recognition for perceived risk, and seeking variety. In addition, the expert group or the service and manufacturing workers group showed a higher level of recognition for service involvement. On multiple regression analysis, internal customers' attitudes, service image, service reputation, service quality, switching cost, and substitutability showed significant relations with customer loyalty. This study showed that customer loyalty was significantly influenced by service factors like internal customers' attitudes, service image, service reputation, and service quality, and by market factors like switching cost, and substitutability. The results of this study can be used as a baseline for developing strategies to create and keep customers with high loyalty.

Structural relationships between work environment and service quality perceptions as a function of customer contact intensity: implications for human service strategy.

PubMed

Scotti, Dennis J; Harmon, Joel; Behson, Scott J

2009-01-01

This study assesses the importance of customer-contact intensity at the service encounter level as a determinant of service quality assessments. Using data from the U.S. Department of Veterans Affairs, it shows that performance-driven human resources practices play an important role as determinants of employee customer orientation and service capability in both high-contact (outpatient healthcare) and low-contact (benefits claim processing) human service contexts. However, there existed significant differences across service delivery settings in the salience of customer orientation and the congruence between employee and customer perceptions of service quality, depending on the intensity of customer contact. In both contexts, managerial attention to high-performance work systems and customer-orientation has the potential to favorably impact perceptions of service quality, amplify consumer satisfaction, and enhance operational efficiency.

Motivating Customer Service Employees to Deliver Service Quality

DTIC Science & Technology

1999-12-01

Motivating Customer Service Employees to Deliver Service Quality A Professional Paper Presented to The Faculty of the Conrad Hilton College of...AGENCY USE ONLY (Leave blank) REPORT DATE ■W-MJl.UU MAJOR REPORT 4. TITLE AND SUBTITLE MOTIVATING CUSTOMER SERVICE EMPLOYEESTO DELIVER SERVICE...DIOR, Oct 94 Motivating Customer Service Employees to Deliver Service Quality A Professional Paper Presented to The Faculty of the Conrad Hilton

Program Incubation and Commercialization Best Practices Report

DOE Office of Scientific and Technical Information (OSTI.GOV)

Richardson, Shannon

As a reminder, the primary task of the 4C Program is to increase the commercialization rate of cleantech companies in California. Commercialization, broadly defined, is the innovation continuum of developing and introducing a new product or service into the market. For measurability, the 4C Program defines commercialization as encompassing a startup’s: (a) preparation, (b) incubation, (c) commercial-scale pilot / demonstration, and (d) first customer.

ESnet authentication services and trust federations

NASA Astrophysics Data System (ADS)

Muruganantham, Dhivakaran; Helm, Mike; Genovese, Tony

2005-01-01

ESnet provides authentication services and trust federation support for SciDAC projects, collaboratories, and other distributed computing applications. The ESnet ATF team operates the DOEGrids Certificate Authority, available to all DOE Office of Science programs, plus several custom CAs, including one for the National Fusion Collaboratory and one for NERSC. The secure hardware and software environment developed to support CAs is suitable for supporting additional custom authentication and authorization applications that your program might require. Seamless, secure interoperation across organizational and international boundaries is vital to collaborative science. We are fostering the development of international PKI federations by founding the TAGPMA, the American regional PMA, and the worldwide IGTF Policy Management Authority (PMA), as well as participating in European and Asian regional PMAs. We are investigating and prototyping distributed authentication technology that will allow us to support the "roaming scientist" (distributed wireless via eduroam), as well as more secure authentication methods (one-time password tokens).

47 CFR 69.408 - All other customer services expenses in Account 6620.

Code of Federal Regulations, 2010 CFR

2010-10-01

... 47 Telecommunication 3 2010-10-01 2010-10-01 false All other customer services expenses in Account... CARRIER SERVICES (CONTINUED) ACCESS CHARGES Apportionment of Expenses § 69.408 All other customer services expenses in Account 6620. All other customer services expenses shall be apportioned among the Interexchange...

New Strategies in the New Millennium: Servant Leadership As Enhancer of Service Climate and Customer Service Performance

PubMed Central

Linuesa-Langreo, Jorge; Ruiz-Palomino, Pablo; Elche-Hortelano, Dioni

2017-01-01

In a world in which customers are increasingly looking for solutions to their own concerns on how to make a better globalized world, new organizational strategies are emerging to approach the customer in the current third millennium. Servant leadership, which involves putting employees’ needs first and serving the broader society, is emerging as a new strategic mechanism to approach the customer in line with the new social values-driven Marketing 3.0 era. Yet research has ignored the role and the various mechanisms servant leadership might utilize to improve customer service performance of their service units. Spanning 185 hotels located in Spain, a sample of 247 service units –in close contact with customers– was used to investigate whether servant leadership enhances customer service performance through shaping a service climate within the service unit. Results revealed that service climate mediates the positive influence of servant leadership on customer service performance. Managers can use these findings to note the value of leading the service unit in a servant friendly direction, which is better aligned with the new aspirations of customers today. PMID:28559873

47 CFR 32.6623 - Customer services.

Code of Federal Regulations, 2010 CFR

2010-10-01

... 47 Telecommunication 2 2010-10-01 2010-10-01 false Customer services. 32.6623 Section 32.6623... FOR TELECOMMUNICATIONS COMPANIES Instructions for Expense Accounts § 32.6623 Customer services. (a) This account shall include costs incurred in establishing and servicing customer accounts. This...

Line managers as marketers.

PubMed

Rynne, T J

1986-09-01

Many hospital administrators and boards of directors, having overcome their initial opposition to advertising and hired a marketing professional, are wondering why their marketing programs have not accomplished all that they had hoped. The answer lies in their perception of who is responsible for marketing. Marketing is not a specialty separate from the disciplines of management--it is a basic management skill. Its goal is to satisfy the customer by providing products and services that meet the customer's needs, wants, and preferences. Line managers must understand the hospital's customers and make the critical day-to-day differences in satisfying them. They are the hospital's front-line marketers, and the marketing department's role is to support them in this function. The marketing department should develop the line managers' marketing skills by furnishing them with the appropriate tools: formats, models, examples, and instructions. In addition, the marketing staff should provide such specialized services as marketing research, ad agency management, and development of communications.

47 CFR 64.606 - VRS and IP Relay provider and TRS program certification.

Code of Federal Regulations, 2010 CFR

2010-10-01

... 47 Telecommunication 3 2010-10-01 2010-10-01 false VRS and IP Relay provider and TRS program... Services and Related Customer Premises Equipment for Persons With Disabilities § 64.606 VRS and IP Relay... including notification in the Federal Register. (2) VRS and IP Relay provider. Any entity desiring to...

Developing collective customer knowledge and service climate: The interaction between service-oriented high-performance work systems and service leadership.

PubMed

Jiang, Kaifeng; Chuang, Chih-Hsun; Chiao, Yu-Ching

2015-07-01

This study theorized and examined the influence of the interaction between Service-Oriented high-performance work systems (HPWSs) and service leadership on collective customer knowledge and service climate. Using a sample of 569 employees and 142 managers in footwear retail stores, we found that Service-Oriented HPWSs and service leadership reduced the influences of one another on collective customer knowledge and service climate, such that the positive influence of service leadership on collective customer knowledge and service climate was stronger when Service-Oriented HPWSs were lower than when they were higher or the positive influence of Service-Oriented HPWSs on collective customer knowledge and service climate was stronger when service leadership was lower than when it was higher. We further proposed and found that collective customer knowledge and service climate were positively related to objective financial outcomes through service performance. Implications for the literature and managerial practices are discussed. (c) 2015 APA, all rights reserved).

Applying Fourth Generation Management to Access Services: Reinventing Customer Service and Process Management

ERIC Educational Resources Information Center

Hasty, Douglas F.

2004-01-01

Are librarians doing all they can to ensure that customer services are delivered with the customer in mind? Librarians are great at helping, but we sometimes need help with identifying customers, defining their needs, developing services, and reviewing the processes behind the services. Fourth Generation Management provides new insight for…

Librarians and Scientists Partner to Address Data Management: Taking Collaboration to the Next Level

PubMed Central

Medina-Smith, Andrea; Tryka, Kimberly A.; Silcox, Barbara P.; Hanisch, Robert J.

2016-01-01

Purpose This study looks at the changing way in which the Information Services Office (ISO) at the National Institute of Standards and Technology (NIST) provides services to NIST scientific and technical staff throughout their research and publishing cycles. These services include the more traditional services of a research library as well as publishing NIST technical reports and The Journal of Research of NIST, and preserving and exhibiting scientific instruments and other artifacts. ISO has always prided itself on having a close relationship with its customers, providing a high level of service, and developing new services to stay in front of NIST researcher needs. Through a concerted, strategic effort since the late 1990s, ISO has developed and promoted relationships with its key customers through its Lab Liaison Program. Design/methodology/approach This paper discusses the relationship ISO has developed with the Office of Data and Informatics (ODI), how this relationship was forged, and how this collaboration will serve as a model for working with the other labs and programs at NIST. It will also discuss the risks and opportunities of this new collaborative service model, how ISO positioned itself to become an equal partner with ODI in the exploration of solutions to data management issues, and the benefits of the relationship from ODI's perspective. Findings A pattern of strategic changes to the services and activities offered by the Lab Liaison program has put ISO in the position to collaborate as peers with researchers at NIST. Originality/value This study provides an overview of how ISO made strategic decisions to incorporate non-traditional services to support data management at NIST. PMID:27891247

Development of a Web-based tool to collect and display water system customer service areas for public health action.

PubMed

Wong, Michelle; Wolff, Craig; Collins, Natalie; Guo, Liang; Meltzer, Dan; English, Paul

2015-01-01

Significant illness is associated with biological contaminants in drinking water, but little is known about health effects from low levels of chemical contamination in drinking water. To examine these effects in epidemiological studies, the sources of drinking water of study populations need to be known. The California Environmental Health Tracking Program developed an online application that would collect data on the geographic location of public water system (PWS) customer service areas in California, which then could be linked to demographic and drinking water quality data. We deployed the Water Boundary Tool (WBT), a Web-based geospatial crowdsourcing application that can manage customer service boundary data for each PWS in California and can track changes over time. We also conducted a needs assessment for expansion to other states. The WBT was designed for water system operators, local and state regulatory agencies, and government entities. Since its public launch in 2012, the WBT has collected service area boundaries for about 2300 individual PWS, serving more than 90% of the California population. Results of the needs assessment suggest interest and utility for deploying such a tool among states lacking statewide PWS service area boundary data. Although the WBT data set is incomplete, it has already been used for a variety of applications, including fulfilling legislatively mandated reporting requirements and linking customer service areas to drinking water quality data to better understand local water quality issues. Development of this tool holds promise to assist with outbreak investigations and prevention, environmental health monitoring, and emergency preparedness and response.

How to get the customer service your practice deserves.

PubMed

Cavallo, Nancy

2009-01-01

What is good customer service, and how can office managers and others who deal with medical supply distributors get the customer service they deserve? This article covers the basics of good customer service, including examples of companies known for putting the customer first-Nordstrom, Disney, Johnson &Johnson, and VaxServe. Helpful tips on what to look for in a distributor include personalized service, cost considerations, dedication, knowledge, experience, helpfulness, openness, reliability, and compatibility.

78 FR 14359 - Verizon Business Networks Services, Inc., Specialist-Tech Customer Service, Philadelphia, PA...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-03-05

... Business Networks Services, Inc., Specialist-Tech Customer Service, Philadelphia, PA; Verizon Business Networks Services, Inc., Specialist-Tech Customer Service, Tampa, Florida; Amended Certification Regarding... Business Networks Services, Inc., Order Management Division, Philadelphia, Pennsylvania and Verizon...

Improving Customer Satisfaction: A People CMM Perspective

DTIC Science & Technology

2010-10-11

customers internal service quality Employee satisfaction in turn fuels employee loyalty , which raises employee productivity. Higher productivity means...greater external service value for customers – which enhances customer satisfaction and loyalty . Internal Service Quality Employee Loyalty ...Employee Productivity Customer Satisfaction and Loyalty “A mere 5% jump in customer loyalty can boost profits 25%”…or more.

ORBIT: an integrated environment for user-customized bioinformatics tools.

PubMed

Bellgard, M I; Hiew, H L; Hunter, A; Wiebrands, M

1999-10-01

There are a large number of computational programs freely available to bioinformaticians via a client/server, web-based environment. However, the client interface to these tools (typically an html form page) cannot be customized from the client side as it is created by the service provider. The form page is usually generic enough to cater for a wide range of users. However, this implies that a user cannot set as 'default' advanced program parameters on the form or even customize the interface to his/her specific requirements or preferences. Currently, there is a lack of end-user interface environments that can be modified by the user when accessing computer programs available on a remote server running on an intranet or over the Internet. We have implemented a client/server system called ORBIT (Online Researcher's Bioinformatics Interface Tools) where individual clients can have interfaces created and customized to command-line-driven, server-side programs. Thus, Internet-based interfaces can be tailored to a user's specific bioinformatic needs. As interfaces are created on the client machine independent of the server, there can be different interfaces to the same server-side program to cater for different parameter settings. The interface customization is relatively quick (between 10 and 60 min) and all client interfaces are integrated into a single modular environment which will run on any computer platform supporting Java. The system has been developed to allow for a number of future enhancements and features. ORBIT represents an important advance in the way researchers gain access to bioinformatics tools on the Internet.

SMART operational field test evaluation : customer survey report : final report

DOT National Transportation Integrated Search

1997-06-01

The Suburban Mobility Authority for Regional Transportation (SMART), which provides both paratransit and fixed-route service in the Detroit metropolitan area, has engaged in a program to update its paratransit operations--which it calls Community Tra...

Interactions between Energy Efficiency Programs funded under the Recovery Act and Utility Customer-Funded Energy Efficiency Programs

DOE Office of Scientific and Technical Information (OSTI.GOV)

Goldman, Charles A.; Stuart, Elizabeth; Hoffman, Ian

2011-02-25

Since the spring of 2009, billions of federal dollars have been allocated to state and local governments as grants for energy efficiency and renewable energy projects and programs. The scale of this American Reinvestment and Recovery Act (ARRA) funding, focused on 'shovel-ready' projects to create and retain jobs, is unprecedented. Thousands of newly funded players - cities, counties, states, and tribes - and thousands of programs and projects are entering the existing landscape of energy efficiency programs for the first time or expanding their reach. The nation's experience base with energy efficiency is growing enormously, fed by federal dollars andmore » driven by broader objectives than saving energy alone. State and local officials made countless choices in developing portfolios of ARRA-funded energy efficiency programs and deciding how their programs would relate to existing efficiency programs funded by utility customers. Those choices are worth examining as bellwethers of a future world where there may be multiple program administrators and funding sources in many states. What are the opportunities and challenges of this new environment? What short- and long-term impacts will this large, infusion of funds have on utility customer-funded programs; for example, on infrastructure for delivering energy efficiency services or on customer willingness to invest in energy efficiency? To what extent has the attribution of energy savings been a critical issue, especially where administrators of utility customer-funded energy efficiency programs have performance or shareholder incentives? Do the new ARRA-funded energy efficiency programs provide insights on roles or activities that are particularly well-suited to state and local program administrators vs. administrators or implementers of utility customer-funded programs? The answers could have important implications for the future of U.S. energy efficiency. This report focuses on a selected set of ARRA-funded energy efficiency programs administered by state energy offices: the State Energy Program (SEP) formula grants, the portion of Energy Efficiency and Conservation Block Grant (EECBG) formula funds administered directly by states, and the State Energy Efficient Appliance Rebate Program (SEEARP). Since these ARRA programs devote significant monies to energy efficiency and serve similar markets as utility customer-funded programs, there are frequent interactions between programs. We exclude the DOE low-income weatherization program and EECBG funding awarded directly to the over 2,200 cities, counties and tribes from our study to keep its scope manageable. We summarize the energy efficiency program design and funding choices made by the 50 state energy offices, 5 territories and the District of Columbia. We then focus on the specific choices made in 12 case study states. These states were selected based on the level of utility customer program funding, diversity of program administrator models, and geographic diversity. Based on interviews with more than 80 energy efficiency actors in those 12 states, we draw observations about states strategies for use of Recovery Act funds. We examine interactions between ARRA programs and utility customer-funded energy efficiency programs in terms of program planning, program design and implementation, policy issues, and potential long-term impacts. We consider how the existing regulatory policy framework and energy efficiency programs in these 12 states may have impacted development of these selected ARRA programs. Finally, we summarize key trends and highlight issues that evaluators of these ARRA programs may want to examine in more depth in their process and impact evaluations.« less

Service quality and perceived customer value in community pharmacies.

PubMed

Guhl, Dennis; Blankart, Katharina E; Stargardt, Tom

2018-01-01

A patient's perception of the service provided by a health care provider is essential for the successful delivery of health care. This study examines the value created by community pharmacies-defined as perceived customer value-in the prescription drug market through varying elements of service quality. We develop a path model that describes the relationship between service elements and perceived customer value. We then analyze the effect of perceived customer value on customer satisfaction and loyalty. We use data obtained from 289 standardized interviews on respondents' prescription fill in the last six months in Germany. The service elements personal interaction (path coefficient: 0.31), physical aspect (0.12), store policy (0.24), and availability (0.1) have a positive significant effect on perceived customer value. Consultation and reliability have no significant influence. We further find a strong positive interdependency between perceived customer value, customer satisfaction (0.75), and customer loyalty (0.71). Thus, pharmacies may enhance customer satisfaction and loyalty if they consider the customer perspective and focus on the relevant service elements. To enhance benefit, personal interaction appears to be most important to address appropriately.

MENTOR 2

DTIC Science & Technology

2017-09-30

training sessions; internet service was either not available or was restricted. We overcame this problem by using Creo, a high-end software for...based on participants, and customize the training program. Similarly, we have also identified and catalogued a number of training aids in the form...align with AST2 interests in providing services , particularly associated with digital manufacturing and workforce training . Additionally, a number of

A Model Plan for the Supervision and Evaluation of Therapy Services in Educational Settings. TIES: Therapy in Educational Settings.

ERIC Educational Resources Information Center

Reed, Penny; And Others

The manual serves as a model for school districts developing procedures for supervising and evaluating their therapy services. The narrative is addressed to therapists rather than supervisors so that school districts can photocopy or adapt sections of the manual and assemble customized manuals for therapists in their programs. The first chapter,…

18 CFR 367.9100 - Account 910, Miscellaneous customer service and informational expenses.

Code of Federal Regulations, 2010 CFR

2010-04-01

..., Miscellaneous customer service and informational expenses. 367.9100 Section 367.9100 Conservation of Power and... Account 910, Miscellaneous customer service and informational expenses. (a) This account must include the cost of labor, materials used and expenses incurred in connection with customer service and...

The art of customer service.

PubMed

Williams, Jeni

2007-10-01

Strategies for improving the consumer service skills of finance staff include: Hire employees who have a customer service background. Work with your human resources department to provide customer service training. Monitor new hires extensively. Offer front-end employees scripted language for situations they may face on the job. Measure the quality of customer service provided. Provide incentives for performance.

Customer concerns regarding satellite servicing

NASA Technical Reports Server (NTRS)

Rysavy, Gordon

1987-01-01

The organization of orbital servicing of satellites is discussed. Provision of servicing equipment; design interfaces between the satellite and the servicing equipment; and the economic viability of the concept are discussed. The proposed solution for satisfying customer concerns is for the servicing organizations to baseline an adequate inventory of servicing equipment with standard interfaces and established servicing costs. With this knowledge, the customer can conduct tradeoff studies and make programmatic decisions regarding servicing options. A dialog procedure between customers and servicing specialists is outlined.

The Unmanned Mission Avionics Test Heliciopter - a Flexible and Versatile Vtol-Uas Experimental System

NASA Astrophysics Data System (ADS)

Schulz, H.-W., , Dr.

2011-09-01

civil customers. These applications cover a wide spectrum from R&D programs for the military customer to special services for the civil customer. This paper focuses on the technical conversion of a commercially available VTOL-UAS to ESG's Unmanned Mission Avionics Test Helicopter (UMAT), its concept and operational capabilities. At the end of the paper, the current integration of a radar sensor is described as an example of the UMATs flexibility. The radar sensor is developed by the Fraunhofer Institute for High Frequency Physics and Radar Techniques (FHR). It is integrated by ESG together with the industrial partner SWISS UAV.

Gaining competitive advantage in personal dosimetry services through ISO 9001 certification.

PubMed

Noriah, M A

2007-01-01

This paper discusses the advantage of certification process in the quality assurance of individual dose monitoring in Malaysia. The demand by customers and the regulatory authority for a higher degree of quality service requires a switch in emphasis from a technically focused quality assurance program to a comprehensive quality management for service provision. Achieving the ISO 9001:2000 certification by an accredited third party demonstrates acceptable recognition and documents the fact that the methods used are capable of generating results that satisfy the performance criteria of the certification program. It also offers a proof of the commitment to quality and, as a benchmark, allows measurement of the progress for continual improvement of service performance.

Social marketing: the family planning experience.

PubMed

El-ansary, A I; Kramer Oe, J

1973-07-01

The authors explore social marketing applications in the Louisiana model of statewide program for family planning. The marketing concept has 4 major elements: 1) consumer orientation; 2) social process; 3) integrated effort; 4) profitable operation. Success of program and continued growth are the results of defining services needed by consumer; determining market target; taking services to customer; and emphasizing concept of selling family planning rather than giving free birth control method. Another important facet is the recognition of many participants--community agencies, the church, the American Medical Association, funding sources, and hospitals. This project used anyaltical marketing tools and defined services as human services rather than the narrow family planning services. It also extended activities to multinational environment and adapted the product offering to meet these needs.

47 CFR 36.378 - Category 2-Customer services (revenue accounting).

Code of Federal Regulations, 2010 CFR

2010-10-01

... 47 Telecommunication 2 2010-10-01 2010-10-01 false Category 2-Customer services (revenue... Operating Expenses and Taxes Customer Operations Expenses § 36.378 Category 2—Customer services (revenue... expenses in Account 6620 directly assignable or allocable to the billing of customers and the accounting...

Nature and determinants of customer expectations of service recovery in health care.

PubMed

Dasu, S; Rao, J

1999-01-01

Service recovery refers to the service provider's response to a dissatisfied customer. This article proposes a model of customer expectations of service recovery in health care services. The model discusses two types of service recovery expectations: will and should. An exploratory study indicates that industry reputation and personal experiences drive customers' "will-expectations" of service recovery while "should-expectations" can be explained via norm, fairness, social contract and hospitality theories.

76 FR 34233 - Privacy Act of 1974; U.S. Citizenship and Immigration Services, Immigration and Customs...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-06-13

... 1974; U.S. Citizenship and Immigration Services, Immigration and Customs Enforcement, Customs and... Homeland Security U.S. Citizenship and Immigration Services, Immigration and Customs Enforcement, and the... the Department of Homeland Security United States Citizenship and Immigration Services--001 Alien File...

Apparel Merchandising Students Learn Customer Service Strategies while Conducting Research.

ERIC Educational Resources Information Center

Paulins, V, Ann

2000-01-01

Apparel merchandising students participated in a cooperative research project in which they observed customer service techniques by posing as customers in retail stores. The project taught research processes, collaboration, and principles of customer service. (SK)

Service workers' chain reactions to daily customer mistreatment: Behavioral linkages, mechanisms, and boundary conditions.

PubMed

Chi, Nai-Wen; Yang, Jixia; Lin, Chia-Ying

2018-01-01

Drawing on the stressor-emotion model, we examine how customer mistreatment can evoke service workers' passive forms of deviant behaviors (i.e., work withdrawal behavior [WWB]) and negative impacts on their home life (i.e., work-family conflict [WFC]), and whether individuals' core self-evaluations and customer service training can buffer the negative effects of customer mistreatment. Using the experience sampling method, we collect daily data from 77 customer service employees for 10 consecutive working days, yielding 546 valid daily responses. The results show that daily customer mistreatment increases service workers' daily WWB and WFC through negative emotions. Furthermore, employees with high core self-evaluations and employees who received customer service training are less likely to experience negative emotions when faced with customer mistreatment, and thus are less likely to engage in WWB or provoke WFC. (PsycINFO Database Record (c) 2018 APA, all rights reserved).

A customer oriented systematic framework to extract business strategy in Indian electricity services

NASA Astrophysics Data System (ADS)

Satapathy, Suchismita; Mishra, Pravudatta

2013-11-01

Competition in the electric service industry is highlighting the importance of a number of issues affecting the nature and quality of customer service. The quality of service(s) provided to electricity customers may be enhanced by competition, if doing so offers service suppliers a competitive advantage. On the other hand, service quality offered to some consumers could decline if utilities focus their attention on those customers most likely to exercise choice, while reducing effort and investment to serve customers less likely to choose alternatives. Service quality is defined as the way in which the utility interacts with and responds to the needs of its customers. To achieve maximum consumer satisfaction in electricity service, This paper has designed a framework by QFD by measuring service quality of electricity utility sector in ANN and also find interrelationship between these design requirements by ISM.

20 CFR 663.430 - Under what circumstances may mechanisms other than ITA's be used to provide training services?

Code of Federal Regulations, 2010 CFR

2010-04-01

... are on-the-job training (OJT) or customized training; (2) When the Local Board determines that there... training in unsubsidized employment; and retention in employment; and (iii) How the specific program...

Hospital laboratory outreach: benefits and planning.

PubMed

Anderson, Victoria

2007-12-01

A laboratory outreach program can benefit the hospital in several ways, such as increasing revenues, filling unused capacity, and solidifying relationships with the physician and patient communities. Building rapport with physicians and the community ultimately brings economic value to the hospital. To service this new market it is necessary to modify current systems and processes and develop new services. The areas most likely to be developed are logistics, service centers, client services, physician connectivity, billing, marketing, sales, and finance reporting. Developing efficient customer-related services is a key to reaping the benefits.

Public/Private Partnerships with Hazardous Material Motor Carriers: Creating Incentives to Increase Security through Assessed Risk (STAR)

DTIC Science & Technology

2008-12-01

Program,” http://www.cbp.gov/xp/cgov/trade/cargo_security/ ctpat /fast/ (accessed October 14, 2008). 73 U.S. Customs and Border Protection, “What Is...Customs-Trade Partnership against Terrorism (C- TPAT)?” http://www.cbp.gov/xp/cgov/trade/cargo_security/ ctpat /what_ctpat/ (accessed October 14, 2008...cgov/trade/cargo_security/ ctpat / (accessed September 12, 2008). 69 1. National Park Service Historic Preservation Tax Incentives The U.S. government

Materials Test Branch

NASA Technical Reports Server (NTRS)

Gordon, Gail

2012-01-01

The Materials Test Branch resides at Marshall Space Flight Center's Materials and Processing laboratory and has a long history of supporting NASA programs from Mercury to the recently retired Space Shuttle. The Materials Test Branch supports its customers by supplying materials testing expertise in a wide range of applications. The Materials Test Branch is divided into three Teams, The Chemistry Team, The Tribology Team and the Mechanical Test Team. Our mission and goal is to provide world-class engineering excellence in materials testing with a special emphasis on customer service.

19 CFR 103.11 - Specific Customs Service records subject to disclosure.

Code of Federal Regulations, 2012 CFR

2012-04-01

... Department of the Treasury or of the United States Customs Service in matters administered by the United... contained therein is exempt from disclosure under § 103.12; (ii) Advisory committees on Customs matters... 19 Customs Duties 1 2012-04-01 2012-04-01 false Specific Customs Service records subject to...

19 CFR 103.11 - Specific Customs Service records subject to disclosure.

Code of Federal Regulations, 2014 CFR

2014-04-01

... Department of the Treasury or of the United States Customs Service in matters administered by the United... contained therein is exempt from disclosure under § 103.12; (ii) Advisory committees on Customs matters... 19 Customs Duties 1 2014-04-01 2014-04-01 false Specific Customs Service records subject to...

19 CFR 103.11 - Specific Customs Service records subject to disclosure.

Code of Federal Regulations, 2011 CFR

2011-04-01

... Department of the Treasury or of the United States Customs Service in matters administered by the United... contained therein is exempt from disclosure under § 103.12; (ii) Advisory committees on Customs matters... 19 Customs Duties 1 2011-04-01 2011-04-01 false Specific Customs Service records subject to...

19 CFR 103.11 - Specific Customs Service records subject to disclosure.

Code of Federal Regulations, 2013 CFR

2013-04-01

... Department of the Treasury or of the United States Customs Service in matters administered by the United... contained therein is exempt from disclosure under § 103.12; (ii) Advisory committees on Customs matters... 19 Customs Duties 1 2013-04-01 2013-04-01 false Specific Customs Service records subject to...

7 CFR 1212.32 - United States Customs Service.

Code of Federal Regulations, 2013 CFR

2013-01-01

... 7 Agriculture 10 2013-01-01 2013-01-01 false United States Customs Service. 1212.32 Section 1212... § 1212.32 United States Customs Service. “United States Customs Service” or “Customs” means the United States Customs and Border Protection, an agency of the Department of Homeland Security. Honey Packers and...

7 CFR 1212.32 - United States Customs Service.

Code of Federal Regulations, 2014 CFR

2014-01-01

... 7 Agriculture 10 2014-01-01 2014-01-01 false United States Customs Service. 1212.32 Section 1212... § 1212.32 United States Customs Service. “United States Customs Service” or “Customs” means the United States Customs and Border Protection, an agency of the Department of Homeland Security. Honey Packers and...

7 CFR 1212.32 - United States Customs Service.

Code of Federal Regulations, 2012 CFR

2012-01-01

... 7 Agriculture 10 2012-01-01 2012-01-01 false United States Customs Service. 1212.32 Section 1212... § 1212.32 United States Customs Service. “United States Customs Service” or “Customs” means the United States Customs and Border Protection, an agency of the Department of Homeland Security. Honey Packers and...

Customer service: the key to market differentiation.

PubMed

Stahl, D A

1997-06-01

Fierce competition in the subacute care environment makes customer service orientation essential. Four steps help to achieve quality customer service are: (1) institute core values; (2) identify your customers; (3) understand human resources; and (4) establish an efficient system.

47 CFR 76.309 - Customer service obligations.

Code of Federal Regulations, 2012 CFR

2012-10-01

... 47 Telecommunication 4 2012-10-01 2012-10-01 false Customer service obligations. 76.309 Section 76.309 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE General Operating Requirements § 76.309 Customer service...

47 CFR 76.309 - Customer service obligations.

Code of Federal Regulations, 2011 CFR

2011-10-01

... 47 Telecommunication 4 2011-10-01 2011-10-01 false Customer service obligations. 76.309 Section 76.309 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE General Operating Requirements § 76.309 Customer service...

47 CFR 76.309 - Customer service obligations.

Code of Federal Regulations, 2013 CFR

2013-10-01

... 47 Telecommunication 4 2013-10-01 2013-10-01 false Customer service obligations. 76.309 Section 76.309 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE General Operating Requirements § 76.309 Customer service...

5 CFR 3101.110 - Additional rules for United States Customs Service employees.

Code of Federal Regulations, 2010 CFR

2010-01-01

... Customs Service employees. 3101.110 Section 3101.110 Administrative Personnel DEPARTMENT OF THE TREASURY... rules for United States Customs Service employees. The following rules apply to the employees of the United States Customs Service and are in addition to §§ 3101.101 through 3101.104: (a) Prohibition on...

5 CFR 3101.110 - Additional rules for United States Customs Service employees.

Code of Federal Regulations, 2013 CFR

2013-01-01

... Customs Service employees. 3101.110 Section 3101.110 Administrative Personnel DEPARTMENT OF THE TREASURY... rules for United States Customs Service employees. The following rules apply to the employees of the United States Customs Service and are in addition to §§ 3101.101 through 3101.104: (a) Prohibition on...

5 CFR 3101.110 - Additional rules for United States Customs Service employees.

Code of Federal Regulations, 2012 CFR

2012-01-01

... Customs Service employees. 3101.110 Section 3101.110 Administrative Personnel DEPARTMENT OF THE TREASURY... rules for United States Customs Service employees. The following rules apply to the employees of the United States Customs Service and are in addition to §§ 3101.101 through 3101.104: (a) Prohibition on...

5 CFR 3101.110 - Additional rules for United States Customs Service employees.

Code of Federal Regulations, 2011 CFR

2011-01-01

... Customs Service employees. 3101.110 Section 3101.110 Administrative Personnel DEPARTMENT OF THE TREASURY... rules for United States Customs Service employees. The following rules apply to the employees of the United States Customs Service and are in addition to §§ 3101.101 through 3101.104: (a) Prohibition on...

5 CFR 3101.110 - Additional rules for United States Customs Service employees.

Code of Federal Regulations, 2014 CFR

2014-01-01

... Customs Service employees. 3101.110 Section 3101.110 Administrative Personnel DEPARTMENT OF THE TREASURY... rules for United States Customs Service employees. The following rules apply to the employees of the United States Customs Service and are in addition to §§ 3101.101 through 3101.104: (a) Prohibition on...

7 CFR 1755.500 - RUS standard for service installations at customers access locations.

Code of Federal Regulations, 2010 CFR

2010-01-01

... 7 Agriculture 11 2010-01-01 2010-01-01 false RUS standard for service installations at customers... customers access locations. (a) Sections 1755.501 through 1755.510 cover service installations at permanent or mobile home customer access locations. Sections 1755.501 through 1755.510 do not cover service...

47 CFR 76.1603 - Customer service-rate and service changes.

Code of Federal Regulations, 2012 CFR

2012-10-01

... 47 Telecommunication 4 2012-10-01 2012-10-01 false Customer service-rate and service changes. 76.1603 Section 76.1603 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1603 Customer service—rate and...

47 CFR 76.1603 - Customer service-rate and service changes.

Code of Federal Regulations, 2014 CFR

2014-10-01

... 47 Telecommunication 4 2014-10-01 2014-10-01 false Customer service-rate and service changes. 76.1603 Section 76.1603 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1603 Customer service—rate and...

47 CFR 76.1603 - Customer service-rate and service changes.

Code of Federal Regulations, 2013 CFR

2013-10-01

... 47 Telecommunication 4 2013-10-01 2013-10-01 false Customer service-rate and service changes. 76.1603 Section 76.1603 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1603 Customer service—rate and...

47 CFR 76.1603 - Customer service-rate and service changes.

Code of Federal Regulations, 2011 CFR

2011-10-01

... 47 Telecommunication 4 2011-10-01 2011-10-01 false Customer service-rate and service changes. 76.1603 Section 76.1603 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1603 Customer service—rate and...

47 CFR 76.1603 - Customer service-rate and service changes.

Code of Federal Regulations, 2010 CFR

2010-10-01

... 47 Telecommunication 4 2010-10-01 2010-10-01 false Customer service-rate and service changes. 76.1603 Section 76.1603 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1603 Customer service—rate and...

Satellite provided customer premise services: A forecast of potential domestic demand through the year 2000. Volume 2: Technical report

NASA Technical Reports Server (NTRS)

Kratochvil, D.; Bowyer, J.; Bhushan, C.; Steinnagel, K.; Al-Kinani, G.

1983-01-01

The potential United States domestic telecommunications demand for satellite provided customer premises voice, data and video services through the year 2000 were forecast, so that this information on service demand would be available to aid in NASA program planning. To accomplish this overall purpose the following objectives were achieved: development of a forecast of the total domestic telecommunications demand, identification of that portion of the telecommunications demand suitable for transmission by satellite systems, identification of that portion of the satellite market addressable by Computer premises services systems, identification of that portion of the satellite market addressabble by Ka-band CPS system, and postulation of a Ka-band CPS network on a nationwide and local level. The approach employed included the use of a variety of forecasting models, a market distribution model and a network optimization model. Forecasts were developed for; 1980, 1990, and 2000; voice, data and video services; terrestrial and satellite delivery modes; and C, Ku and Ka-bands.

Satellite provided customer premise services: A forecast of potential domestic demand through the year 2000. Volume 2: Technical report

NASA Astrophysics Data System (ADS)

Kratochvil, D.; Bowyer, J.; Bhushan, C.; Steinnagel, K.; Al-Kinani, G.

1983-08-01

The potential United States domestic telecommunications demand for satellite provided customer premises voice, data and video services through the year 2000 were forecast, so that this information on service demand would be available to aid in NASA program planning. To accomplish this overall purpose the following objectives were achieved: development of a forecast of the total domestic telecommunications demand, identification of that portion of the telecommunications demand suitable for transmission by satellite systems, identification of that portion of the satellite market addressable by Computer premises services systems, identification of that portion of the satellite market addressabble by Ka-band CPS system, and postulation of a Ka-band CPS network on a nationwide and local level. The approach employed included the use of a variety of forecasting models, a market distribution model and a network optimization model. Forecasts were developed for; 1980, 1990, and 2000; voice, data and video services; terrestrial and satellite delivery modes; and C, Ku and Ka-bands.

Space Mission Operations Ground Systems Integration Customer Service

NASA Technical Reports Server (NTRS)

Roth, Karl

2014-01-01

The facility, which is now the Huntsville Operations Support Center (HOSC) at Marshall Space Flight Center in Huntsville, AL, has provided continuous space mission and related services for the space industry since 1961, from Mercury Redstone through the International Space Station (ISS). Throughout the long history of the facility and mission support teams, the HOSC has developed a stellar customer support and service process. In this era, of cost cutting, and providing more capability and results with fewer resources, space missions are looking for the most efficient way to accomplish their objectives. One of the first services provided by the facility was fax transmission of documents to, then, Cape Canaveral in Florida. The headline in the Marshall Star, the newspaper for the newly formed Marshall Space Flight Center, read "Exact copies of Documents sent to Cape in 4 minutes." The customer was Dr. Wernher von Braun. Currently at the HOSC we are supporting, or have recently supported, missions ranging from simple ISS payloads requiring little more than "bentpipe" telemetry access, to a low cost free-flyer Fast, Affordable, Science and Technology Satellite (FASTSAT), to a full service ISS payload Alpha Magnetic Spectrometer 2 (AMS2) supporting 24/7 operations at three operations centers around the world with an investment of over 2 billion dollars. The HOSC has more need and desire than ever to provide fast and efficient customer service to support these missions. Here we will outline how our customer-centric service approach reduces the cost of providing services, makes it faster and easier than ever for new customers to get started with HOSC services, and show what the future holds for our space mission operations customers. We will discuss our philosophy concerning our responsibility and accessibility to a mission customer as well as how we deal with the following issues: initial contact with a customer, reducing customer cost, changing regulations and security, and cultural differences, to ensure an efficient response to customer issues using a small Customer Service Team (CST) and adaptability, constant communication with customers, technical expertise and knowledge of services, and dedication to customer service. The HOSC Customer Support Team has implemented a variety of processes, and procedures that help to mitigate the potential problems that arise when integrating ground system services for a variety of complex missions and the lessons learned from this experience will lead the future of customer service in the space operations industry.

Career Pathways: Aligning Public Resources to Support Individual and Regional Economic Advancement in the Knowledge Economy

ERIC Educational Resources Information Center

Jenkins, Davis

2006-01-01

This paper describes career pathways, a framework or approach by which regions can better align publicly supported systems and programs to build a knowledge-economy workforce customized to the needs of local labor markets. A career pathway is a series of connected education and training programs and support services that enable individuals to…

COSMIC monthly progress report

NASA Technical Reports Server (NTRS)

1994-01-01

Activities of the Computer Software Management and Information Center (COSMIC) are summarized for the month of January 1994. Tables showing the current inventory of programs available from COSMIC are presented and program processing and evaluation activities are discussed. Marketing and customer service activities in this period are presented as is the progress report of NASTRAN maintenance and support. Tables of disseminations and budget summary conclude the report.

European Union RACE program contributions to digital audiovisual communications and services

NASA Astrophysics Data System (ADS)

de Albuquerque, Augusto; van Noorden, Leon; Badique', Eric

1995-02-01

The European Union RACE (R&D in advanced communications technologies in Europe) and the future ACTS (advanced communications technologies and services) programs have been contributing and continue to contribute to world-wide developments in audio-visual services. The paper focuses on research progress in: (1) Image data compression. Several methods of image analysis leading to the use of encoders based on improved hybrid DCT-DPCM (MPEG or not), object oriented, hybrid region/waveform or knowledge-based coding methods are discussed. (2) Program production in the aspects of 3D imaging, data acquisition, virtual scene construction, pre-processing and sequence generation. (3) Interoperability and multimedia access systems. The diversity of material available and the introduction of interactive or near- interactive audio-visual services led to the development of prestandards for video-on-demand (VoD) and interworking of multimedia services storage systems and customer premises equipment.

KENNEDY SPACE CENTER, FLA. - Suzy Cunningham sings the national anthem to kick off Center Director Jim Kennedy’s first all-hands meeting conducted for employees. She is senior spaceport manager, NASA/Air Force Spaceport Planning and Customer Service Office. Making presentations were Dr. Woodrow Whitlow Jr., KSC deputy director; Tim Wilson, assistant chief engineer for Shuttle; and Bill Pickavance, vice president and deputy program manager, Florida operations, United Space Alliance. Representatives from the Shuttle program and contractor team were on hand to discuss the Columbia Accident Investigation Board report and where KSC stands in its progress toward return to flight.

NASA Image and Video Library

2003-09-17

KENNEDY SPACE CENTER, FLA. - Suzy Cunningham sings the national anthem to kick off Center Director Jim Kennedy’s first all-hands meeting conducted for employees. She is senior spaceport manager, NASA/Air Force Spaceport Planning and Customer Service Office. Making presentations were Dr. Woodrow Whitlow Jr., KSC deputy director; Tim Wilson, assistant chief engineer for Shuttle; and Bill Pickavance, vice president and deputy program manager, Florida operations, United Space Alliance. Representatives from the Shuttle program and contractor team were on hand to discuss the Columbia Accident Investigation Board report and where KSC stands in its progress toward return to flight.

Variables contributing to an excellent customer service management profile within the regulated electric utility industry: A comparison of self-concept with customer satisfaction for customer service management

DOE Office of Scientific and Technical Information (OSTI.GOV)

Johnson, L.E.

1991-01-01

This research sought to address the relationship between self-concept and customer satisfaction: can customer satisfaction with a major electric utility be explained in terms of the self-reported, self-concept of the utility's managers The population to which the results of this study were generalized consisted of customer service managers in public electric utilities across the United States. In order to represent this population, a sample was selected consisting of customer service managers at a midwestern electric utility based in a large metropolitan area. Participants in this study were managers of four direct customer contact service organizations within six geographic division organizations.more » The methodology included comparisons of these four customer contact service organizations on twelve independent, self-concept variables and six customer satisfaction dependent variables using Analysis of Variance (ANOVA), Scheffe' tests, Chi-Square, and Stepwise multiple regression. The groups were found not to be significantly different and knowledge of the self-concept scores for managers will not increase the ability to predict customer satisfaction over no knowledge of self-concept scores.« less

75 FR 5036 - Submission for OMB Review; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2010-02-01

... identify areas where service levels differ from customer expectations. Affected Public: Individuals or...). Title: Customer Input--Patent and Trademark Customer Surveys. Form Number(s): None. Agency Approval... their opinions, suggestions, and comments about the USPTO's services, products, and customer service...

77 FR 31028 - Proposed Collection; Comment Request; Collection of Customer Service, Demographic, and Smoking...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-05-24

...In compliance with the requirement of Section 3506(c)(2)(A) of the Paperwork Reduction Act of 1995, for opportunity for public comment on proposed data collection projects, the National Cancer Institute (NCI), the National Institutes of Health (NIH) will publish periodic summaries of proposed projects to be submitted to the Office of Management and Budget (OMB) for review and approval. Proposed Collection: Title: Collection of Customer Service, Demographic, and Smoking/Tobacco Use Information from the National Cancer Institute's Cancer Information Service (CIS) Clients (NCI). Type of Information Collection Request: Revision of currently approved collection 0925-0208 (expiration 08/30/2012). Need and Use of Information Collection: The National Cancer Institute's Cancer Information Service (CIS) provides the latest information on cancer, clinical trials, and tobacco cessation in English and Spanish. Clients are served by calling 1-800-4-CANCER for cancer information; 1-877-44U- QUIT for smoking cessations services; using the NCI's LiveHelp, a web- based chat service; using NCI's Contact Us page on www.cancer.gov; and using NCI's Facebook page. CIS currently conducts a brief survey of a sample of telephone and LiveHelp clients at the end of usual service--a survey that includes three customer service and twelve demographic questions (age, sex, race, ethnicity, education, household income, number in household, and five questions about health care/coverage). Characterizing clients and how they found out about the CIS is essential to customer service, program planning, and promotion. The NCI also conducts a survey of individuals using the CIS's smoking cessation services--a survey that includes 20 smoking/tobacco use ``intake'' questions that serve as a needs assessment that addresses smoking history, previous quit attempts, and motivations to quit smoking. An additional question is used with callers who want to receive proactive call-back services. Responses to these questions enable Information Specialists to provide effective individualized counseling. The NCI's CIS also responds to cancer-related inquiries to its Facebook page and its Contact Us form on www.cancer.gov but does not collect customer service or demographic questions on these access channels. Frequency of Response: Once. Affected Public: Individuals or households. Type of Respondents: People with cancer; their relatives and friends; and general public, including smokers/tobacco users. Annualized estimates for numbers of respondents and respondent burden are presented in Table 1.

47 CFR 76.972 - Customer service standards.

Code of Federal Regulations, 2010 CFR

2010-10-01

... 47 Telecommunication 4 2010-10-01 2010-10-01 false Customer service standards. 76.972 Section 76.972 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Cable Rate Regulation § 76.972 Customer service standards. (a...

Predictive Systems for Customer Interactions

NASA Astrophysics Data System (ADS)

Vijayaraghavan, Ravi; Albert, Sam; Singh, Vinod Kumar; Kannan, Pallipuram V.

With the coming of age of web as a mainstream customer service channel, B2C companies have invested substantial resources in enhancing their web presence. Today customers can interact with a company, not only through the traditional phone channel but also through chat, email, SMS or web self-service. Each of these channels is best suited for some services and ill-matched for others. Customer service organizations today struggle with the challenge of delivering seamlessly integrated services through these different channels. This paper will evaluate some of the key challenges in multi-channel customer service. It will address the challenge of creating the right channel mix i.e. providing the right choice of channels for a given customer/behavior/issue profile. It will also provide strategies for optimizing the performance of a given channel in creating the right customer experience.

Levers supporting tariff growth for water services: evidence from a contingent valuation analysis.

PubMed

Guerrini, Andrea; Vigolo, Vania; Romano, Giulia; Testa, Federico

2018-02-01

The backwardness of the water utilities sector necessitates urgent investment in infrastructure to improve water quality and efficiency in water supply networks. A policy of tariff growth represents the main source to sustain such investments. Therefore, customer engagement in the form of willingness to pay (WTP) is highly desirable by water utilities to obtain social legitimization and support. This study examines the determinants of consumers' WTP for improvement programs for three drinking water issues: quality of water sources, renewal of water mains, and building of new wastewater treatment plants. The study is based on a survey conducted among a sample of 587 customers of a water utility located in the province of Verona in the north of Italy. The contingence valuation method is used to measure WTP. Specifically, an ordinal logistic regression model yields the following significant determinants of WTP: quality of water and services provided, preference for privatization of the water utility, sustainable consumption of water, and some socio-demographic variables. The findings provide interesting insights into the drivers of WTP as well as managerial recommendations for water utilities. In particular, the findings show that water utilities need to improve service and water quality to increase customers' acceptance of tariff growth. In addition, utilities should invest in customer education and communication activities focusing on specific age groups (e.g., older customers) to enhance their WTP. Finally, communication strategies should reinforce the possible role of liberalization and privatization in supporting infrastructure investments. Copyright © 2017 Elsevier Ltd. All rights reserved.

Installation Restoration Program Preliminary Assessment Naknek Recreational Camps, Alaska

DTIC Science & Technology

1989-04-01

training, as well as other environmental matters. DETOX , Inc. (1986): Manager, Technical Services Responsible for the overall development, design...operations, and company R&D efforts. 3 DETOX . Inc. (1985-1986): Eastern Regional Manager As regional manager for the eastern United States, responsibilities...resulted in establishing a widespread customer interest base for the groundwater treatment equipment and technical services offered by DETOX , as well as

77 FR 38581 - Submission for OMB Review; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2012-06-28

...: Minority Business Development Agency. Title: Online Customer Relationship Management (CRM)/Performance... client information, service activities and progress on attainment of program goals via the Online CRM/Performance Databases. The data collected through the Online CRM/Performance Databases is used to regularly...

10 CFR 171.11 - Exemptions.

Code of Federal Regulations, 2010 CFR

2010-01-01

... LICENSES, INCLUDING HOLDERS OF CERTIFICATES OF COMPLIANCE, REGISTRATIONS, AND QUALITY ASSURANCE PROGRAM...) Remunerated services to other persons; (iii) Distribution of byproduct material, source material, or special... following factors: (1) Age of the reactor; (2) Number of customers in rate base; (3) Net increase in KWh...

Buffering the negative effects of employee surface acting: the moderating role of employee-customer relationship strength and personalized services.

PubMed

Wang, Karyn L; Groth, Markus

2014-03-01

The impact of emotional labor on customer outcomes is gaining considerable attention in the literature, with research suggesting that the authenticity of emotional displays may positively impact customer outcomes. However, research investigating the impact of more inauthentic emotions on service delivery outcomes is mixed (see Chi, Grandey, Diamond, & Krimmel, 2011). This study explores 2 potential reasons for why the service outcomes of inauthentic emotions are largely inconsistent: the impact of distinct surface acting strategies and the role of service delivery context. Drawing on social-functional theories of emotions, we surveyed 243 dyads of employees and customers from a wide variety of services to examine the links between employee surface acting and customer service satisfaction, and whether this relationship is moderated by relationship strength and service personalization. Our findings suggest that faking positive emotions has no bearing on service satisfaction, but suppressing negative emotions interacts with contextual factors to predict customers' service satisfaction, in line with social-functional theories of emotions. Specifically, customers who know the employee well are less sensitive to the negative effects of suppressed negative emotions, and customers in highly personalized service encounters are more sensitive to the negative effects of suppressed negative emotions. We conclude with a discussion of theoretical and practical implications.

An Investigation into Customer Service Policies and Practices within the Scottish College Library Sector: A Comparison between the Customer Service Exemplars from the Retail Sector with Current Scottish College Library Practice

ERIC Educational Resources Information Center

Paterson, Neil

2011-01-01

The aim of this research project was to investigate the customer care methods within the Scottish college library sector. The researcher sought to compare examples of the customer care and service policies and practices from the sector with exemplars of good customer service from the retail sector. A qualitative, grounded theory approach was…

39 CFR 501.18 - Customer information and authorization.

Code of Federal Regulations, 2013 CFR

2013-07-01

... Postal Service operates. (5) The customer is in possession of a Decertified Postage Evidencing System. (d... AND DISTRIBUTE POSTAGE EVIDENCING SYSTEMS § 501.18 Customer information and authorization. (a... Service to authorize a customer to use a Postage Evidencing System. Postal Service receipt and acceptance...

39 CFR 501.18 - Customer information and authorization.

Code of Federal Regulations, 2012 CFR

2012-07-01

... Postal Service operates. (5) The customer is in possession of a Decertified Postage Evidencing System. (d... AND DISTRIBUTE POSTAGE EVIDENCING SYSTEMS § 501.18 Customer information and authorization. (a... Service to authorize a customer to use a Postage Evidencing System. Postal Service receipt and acceptance...

39 CFR 501.18 - Customer information and authorization.

Code of Federal Regulations, 2014 CFR

2014-07-01

... Postal Service operates. (5) The customer is in possession of a Decertified Postage Evidencing System. (d... AND DISTRIBUTE POSTAGE EVIDENCING SYSTEMS § 501.18 Customer information and authorization. (a... Service to authorize a customer to use a Postage Evidencing System. Postal Service receipt and acceptance...

75 FR 45600 - Information Collection; Customer Data Worksheet Request for Service Center Information Management...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-08-03

... DEPARTMENT OF AGRICULTURE Farm Service Agency Information Collection; Customer Data Worksheet Request for Service Center Information Management System (SCIMS) Record Changes AGENCY: Farm Service... Customer Data Worksheet Request for Service Center Information Management System (SCIMS) that contains the...

Custom auroral electrojet indices calculated by using MANGO value-added services

NASA Astrophysics Data System (ADS)

Bargatze, L. F.; Moore, W. B.; King, T. A.

2009-12-01

A set of computational routines called MANGO, Magnetogram Analysis for the Network of Geophysical Observatories, is utilized to calculate customized versions of the auroral electrojet indices, AE, AL, and AU. MANGO is part of an effort to enhance data services available to users of the Heliophysics VxOs, specifically for the Virtual Magnetospheric Observatory (VMO). The MANGO value-added service package is composed of a set of IDL routines that decompose ground magnetic field observations to isolate secular, diurnal, and disturbance variations of magnetic field disturbance, station-by-station. Each MANGO subroutine has been written in modular fashion to allow "plug and play"-style flexibility and each has been designed to account for failure modes and noisy data so that the programs will run to completion producing as much derived data as possible. The capabilities of the MANGO service package will be demonstrated through their application to the study of auroral electrojet current flow during magnetic substorms. Traditionally, the AE indices are calculated by using data from about twelve ground stations located at northern auroral zone latitudes spread longitudinally around the world. Magnetogram data are corrected for secular variation prior to calculating the standard version of the indices but the data are not corrected for diurnal variations. A custom version of the AE indices will be created by using the MANGO routines including a step to subtract diurnal curves from the magnetic field data at each station. The custom AE indices provide more accurate measures of auroral electrojet activity due to isolation of the sunstorm electrojet magnetic field signiture. The improvements in the accuracy of the custom AE indices over the tradition indices are largest during the northern hemisphere summer when the range of diurnal variation reaches its maximum.

Linking functional and relational service quality to customer satisfaction and loyalty: differences between men and women.

PubMed

Sánchez-Hernández, Rosa M; Martínez-Tur, Vicente; Peiró, José M; Moliner, Carolina

2010-04-01

This study assessed differences between men and women in the association of perceptions of service quality with customer evaluations. Functional (efficiency with which the service is delivered) and relational (customers' emotional benefits, beyond the core performance, related to the social interaction of customers with employees) dimensions of service quality were measured as well as customer satisfaction and loyalty. The sample of 277 customers (191 men, 86 women), surveyed in 29 Mexican hotels, had a mean age of 38.1 yr. (SD=9.7) for men and 34.5 yr. (SD=11.0) for women. To be eligible for survey, customers had to have spent at least one night in the hotel in question. Analysis indicated that the women and men differed in the association of functional and relational dimensions of service quality with their satisfaction and loyalty. Functional service quality was higher for the men than the women, while relational service quality showed greater predictive power for women than for men, although these accounted for only 4% of the customers' satisfaction variance and 6% of the loyalty variance.

Customer and service profitability

DOE Office of Scientific and Technical Information (OSTI.GOV)

Ballaban, M.; Kelly, K.; Wisniewski, L.

1996-03-01

The rapid pace of competitive change in the generation sector has pushed electric utilities to rethink the concept of being obligated to serve all customers and with this change, the notion of measuring customer profitability is also being redefined. Traditionally, uniform services were provided to all customers. Rates were based on each customer classes` contribution to average costs, and consequently return was equally allocated across all customer segments. Profitability was defined strictly on an aggregate basis. The increasing demand for choice by electric customers will require electricity providers to redefine if not who they serve, than certainly how they providemore » differentiated services tailored to specific customer segments. Utilities are beginning to analyze the value, or profitability, of offering these services. Aggregate data no longer provides an accurate assessment of how resources should be allocated most efficiently. As services are unbundled, so too must costs be disaggregated to effectively measure the profitability of various options.« less

How Fidelity invests in service professionals.

PubMed

McColgan, E A

1997-01-01

If you're in the business of service delivery, investment in the training and development of your staff is one of the keys to your company's success. But what's the best way to design and implement your investment? In 1994, Fidelity Institutional Retirement Services Company (FIRSCo) needed to ensure that its rapidly expanding staff maintained the company's high levels of customer satisfaction. The solution, according to Ellyn McColgan, formerly an executive vice president of FIRSCo and now the president of Fidelity Investments Tax-Exempt Services Company, was to reach out to its service associates with a powerful new model for training and development called Service Delivery University. SDU is a virtual university with a content-based core curriculum and five colleges that focus on business concepts and skills. It is driven by three principles. First, all training must be directly aligned with the company's strategic and financial objectives and focused on customer needs. Second, service delivery is a profession and should be taught as such. And finally, professional development should be the primary responsibility of line managers rather than the human resources department. McColgan explains how FIRSCo overcame resistance to this sweeping change in employee education. (Time was one obstacle: each associate receives 80 hours of training per year.) In addition, the author discusses the fine art of measuring the success of a program like SDU. She finds that the company's investment has paid dividends to the staff, to the organization as a whole, and to FIRSCo's customers.

Bespoke program design for school-aged therapy disability service delivery.

PubMed

Weatherill, Pamela; Bahn, Susanne; Cooper, Trudi

2012-01-01

This article uses the evaluation of a school-aged therapy service for children with disabilities in Western Australia to investigate models of service delivery. The current literature on family-centered practice, multidisciplinary and transdisciplinary approaches, and 4 models of service are reviewed. The models include the life needs model, the relational goal-orientated model of optimal service delivery to children and families, the quality of life model, and the collaborative model of service delivery. Analysis of the data is presented together with a bespoke model of service delivery for children with disabilities, arguing that local contexts benefit from custom-made service design.

Queueing system analysis of multi server model at XYZ insurance company in Tasikmalaya city

NASA Astrophysics Data System (ADS)

Muhajir, Ahmad; Binatari, Nikenasih

2017-08-01

Queueing theory or waiting line theory is a theory that deals with the queue process from the customer comes, queue to be served, served and left on service facilities. Queue occurs because of a mismatch between the numbers of customers that will be served with the available number of services, as an example at XYZ insurance company in Tasikmalaya. This research aims to determine the characteristics of the queue system which then to optimize the number of server in term of total cost. The result shows that the queue model can be represented by (M/M/4):(GD/∞/∞), where the arrivals are Poisson distributed while the service time is following exponential distribution. The probability of idle customer service is 2,39% of the working time, the average number of customer in the queue is 3 customers, the average number of customer in a system is 6 customers, the average time of a customer spent in the queue is 15,9979 minutes, the average time a customer spends in the system is 34,4141 minutes, and the average number of busy customer servicer is 3 server. The optimized number of customer service is 5 servers, and the operational cost has minimum cost at Rp 4.323.

47 CFR 76.1604 - Charges for customer service changes.

Code of Federal Regulations, 2013 CFR

2013-10-01

... 47 Telecommunication 4 2013-10-01 2013-10-01 false Charges for customer service changes. 76.1604 Section 76.1604 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1604 Charges for customer service changes. If a...

47 CFR 76.1604 - Charges for customer service changes.

Code of Federal Regulations, 2014 CFR

2014-10-01

... 47 Telecommunication 4 2014-10-01 2014-10-01 false Charges for customer service changes. 76.1604 Section 76.1604 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1604 Charges for customer service changes. If a...

47 CFR 76.1604 - Charges for customer service changes.

Code of Federal Regulations, 2010 CFR

2010-10-01

... 47 Telecommunication 4 2010-10-01 2010-10-01 false Charges for customer service changes. 76.1604 Section 76.1604 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1604 Charges for customer service changes. If a...

47 CFR 76.1604 - Charges for customer service changes.

Code of Federal Regulations, 2011 CFR

2011-10-01

... 47 Telecommunication 4 2011-10-01 2011-10-01 false Charges for customer service changes. 76.1604 Section 76.1604 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1604 Charges for customer service changes. If a...

47 CFR 76.1604 - Charges for customer service changes.

Code of Federal Regulations, 2012 CFR

2012-10-01

... 47 Telecommunication 4 2012-10-01 2012-10-01 false Charges for customer service changes. 76.1604 Section 76.1604 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1604 Charges for customer service changes. If a...

Ontology for customer centric digital services and analytics

NASA Astrophysics Data System (ADS)

Keat, Ng Wai; Shahrir, Mohammad Shazri

2017-11-01

In computer science research, ontologies are commonly utilised to create a unified abstract across many rich and different fields. In this paper, we apply the concept to the customer centric domain of digital services analytics and present an analytics solution ontology. The essence is based from traditional Entity Relationship Diagram (ERD), which then was abstracted out to cover wider areas on customer centric digital services. The ontology we developed covers both static aspects (customer identifiers) and dynamic aspects (customer's temporal interactions). The structure of the customer scape is modeled with classes that represent different types of customer touch points, ranging from digital and digital-stamps which represent physical analogies. The dynamic aspects of customer centric digital service are modeled with a set of classes, with the importance is represented in different associations involving establishment and termination of the target interaction. The realized ontology can be used in development of frameworks for customer centric applications, and for specification of common data format used by cooperating digital service applications.

Benchmarking Customer Service Practices of Air Cargo Carriers: A Case Study Approach

DTIC Science & Technology

1994-09-01

customer toll free hotlines, comment and complaint analysis, and consumer advisory panels (Zemke and Schaaf, 1989:31-34). The correct use of any or all of... customer service criteria. The research also provides a host of customer service criteria that the researchers find important to most consumers . Bhote...AD-A285 014 DTIC ELECI’E SEP 2 9 1994 kOF4 * BENCHMARKING CUSTOMER SERVICE -, PRACTICES OF AIR CARGO CARRIERS: A CASE STUDY APPROACH THESIS Patrick D

Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate.

PubMed

Salanova, Marisa; Agut, Sonia; Peiró, José María

2005-11-01

This study examined the mediating role of service climate in the prediction of employee performance and customer loyalty. Contact employees (N=342) from 114 service units (58 hotel front desks and 56 restaurants) provided information about organizational resources, engagement, and service climate. Furthermore, customers (N=1,140) from these units provided information on employee performance and customer loyalty. Structural equation modeling analyses were consistent with a full mediation model in which organizational resources and work engagement predict service climate, which in turn predicts employee performance and then customer loyalty. Further analyses revealed a potential reciprocal effect between service climate and customer loyalty. Implications of the study are discussed, together with limitations and suggestions for future research. ((c) 2005 APA, all rights reserved).

CSI Index Of Customer's Satisfaction Applied In The Area Of Public Transport

NASA Astrophysics Data System (ADS)

Poliaková, Adela

2015-06-01

In Western countries, the new visions are applied in quality control for an integrated public transport system. Public transport puts the customer at the centre of our decision making in achieving customer satisfaction with provided service. Sustainable surveys are kept among customers. A lot of companies are collecting huge databases containing over 30,000 voices of customers, which demonstrates the current satisfaction levels across the public transport service. Customer satisfaction with a provided service is a difficult task. In this service, the quality criteria are not clearly defined, and it is therefore difficult to define customer satisfaction. The paper introduces a possibility of CSI index application in conditions of the Slovak Republic transport area.

A qualitative and quantitative examination of the antecedents of customer incivility.

PubMed

Sliter, Michael; Jones, Morgan

2016-04-01

Customer incivility is known to have a negative impact on employees working in service jobs. Despite an understanding of the negative outcomes of customer incivility (e.g., burnout, disengagement, absenteeism), little research has investigated antecedents of this low-intensity deviant behavior. This is a clear oversight, given that understanding antecedents of customer incivility is essential for determining methods for reducing this stressor. As such, we conducted 2 studies examining these antecedents. For Study 1, we used a qualitative approach, assessing customer incivility from the perspective of the customer. Three overall themes (with 13 subthemes) emerged that could potentially lead to customer incivility: characteristics of the customer, characteristics of the organization/environment, and characteristics of the service employee. In Study 2, we conducted a quantitative study to investigate-from the perspective of the service employee-customer incivility antecedents that could be potentially controlled by the organization, either through changing the work environment or the employee (through training and selection). The results of a 2 time-point survey study showed that the service environment, service rep incivility, service orientation, agreeableness, and neuroticism served as antecedents to customer incivility. Practical implications are discussed, identifying options for organizational leaders interested in reducing customer incivility, and advice is provided for researchers seeking to further examine the antecedents of customer incivility. (c) 2016 APA, all rights reserved).

78 FR 28137 - Exchange Visitor Program-Fees and Charges

Federal Register 2010, 2011, 2012, 2013, 2014

2013-05-14

... following the guidelines set forth in Office of Management and Budget (OMB) Circular A-25 regarding such fee... allowed so that academic institutions could properly budget for the 47% increase in the application fee... efficiency and enhance the office's customer service. Five [[Page 28138

ITS Early Deployment Study, Richmond/ Tri-Cities Area, User Service Plan

DOT National Transportation Integrated Search

1996-05-01

">THE ESSENCE OF THE ITS PLANNING PROCESS IS TO DEVELOP EACH ITS PROGRAM ON THE BASIS OF THE NEEDS OF THE USERS AND OPERATORS OF THE TRANSPORTATION FACILITIES. ALTHOUGH THE PROCESS IS THE SAME NATIONWIDE, THE RESULTS ARE CUSTOMIZED IN EACH COMMUNITY ...

Reinventing information services to increase customer satisfaction

DOE Office of Scientific and Technical Information (OSTI.GOV)

Madison, J.E.

1993-12-01

In this paper, the author presents her view of the role of an information service and proposes means of improving information customer service and satisfaction. The emphasis of the paper is on placing the primary value on the information customer rather than on the information itself. After receiving a request for information, the information service should strive for speed and accuracy of service to provide full-text sources in a language and format convenient to the customer. The author stresses that information professionals need to re-evaluate their roles to correctly assess and rectify customers` information deficiencies.

U.S. Geological Survey Business Partner Program

USGS Publications Warehouse

,

1999-01-01

The Business Partner Program is composed of a network of private sector organizations that distribute U.S. Geological Survey (USGS) products. By engaging the private sector, State and local government, and academic and nonprofit organizations in product dissemination, the USGS expects to increase the availability of its products to end users, locate customer service closer to the user, and provide cost savings to the Federal Government.

75 FR 57517 - Atlantic Southeast Airlines, a Subsidiary of Skywest, Inc., Airport Customer Service Division...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-09-21

... Airlines, a Subsidiary of Skywest, Inc., Airport Customer Service Division, Including On-Site Leased... Airlines, a Subsidiary of Skywest, Inc., Airport Customer Service Division v. United States Secretary of... former workers of Atlantic Southeast Airlines, a Subsidiary of Skywest, Inc., Airport Customer Division...

47 CFR 36.382 - Category 3-All other customer services expense.

Code of Federal Regulations, 2010 CFR

2010-10-01

... 47 Telecommunication 2 2010-10-01 2010-10-01 false Category 3-All other customer services expense. 36.382 Section 36.382 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) COMMON CARRIER... Expenses and Taxes Customer Operations Expenses § 36.382 Category 3—All other customer services expense. (a...

78 FR 51808 - Agency Information Collection Activities: Requests for Comments; Clearance of Renewed Approval of...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-08-21

... Administrator for Commercial Space Transportation (AST) Customer Service Survey AGENCY: Federal Aviation... on customer service standards which have been developed and distributed to industry customers. DATES... determine the quality of services provided by AST to its industry and government customers, and to address...

Fostering employee service creativity: Joint effects of customer empowering behaviors and supervisory empowering leadership.

PubMed

Dong, Yuntao; Liao, Hui; Chuang, Aichia; Zhou, Jing; Campbell, Elizabeth M

2015-09-01

Integrating insights from the literature on customers' central role in service and the literature on employee creativity, we offer theoretical and empirical account of how and when customer empowering behaviors can motivate employee creativity during service encounters and, subsequently, influence customer satisfaction with service experience. Using multilevel, multisource, experience sampling data from 380 hairstylists matched with 3550 customers in 118 hair salons, we found that customer empowering behaviors were positively related to employee creativity and subsequent customer satisfaction via employee state promotion focus. Results also showed that empowering behaviors from different agents function synergistically in shaping employee creativity: supervisory empowering leadership strengthened the indirect effect of customer empowering behaviors on employee creativity via state promotion focus. (c) 2015 APA, all rights reserved).

A Quality Improvement Customer Service Process and CSS [Customer Service System]. Burlington County College Employee Development Series, Volumes I & II.

ERIC Educational Resources Information Center

Burlington County Coll., Pemberton, NJ.

Prepared for use by staff in development workshops at Burlington County College (BCC), in New Jersey, this handbook offers college-wide guidelines for improving the quality of service provided to internal and external customers, and reviews key elements of BCC's Customer Service System (CSS), a computerized method of recording and following-up on…

Service quality that improves customer satisfaction in a university: a case study in Institut Teknologi Indonesia

NASA Astrophysics Data System (ADS)

Theresia, L.; Bangun, R.

2017-12-01

Universities should provide better service quality to get more customers. The purpose of this study was to find service quality which has impact on the increasing of customer satisfaction in a university. This study is a case study in Institut Teknologi Indonesia (ITI). The result of the study will help ITI to improve its service quality to increase customer satisfaction. This study employs path analysis technique. The data were collected through questionnaires developed from the literature. Questionnaires have two parts namely 1) service quality and 2) customer satisfaction. Service quality is measured through 22 questions with five service quality dimensions: 1) Tangibles, 2) Reliability, 3) Responsiveness, 4) Assurance and 5) Empathy. Customer Satisfaction is measured through 4 questions. The data then are processed by SPSS. The results showed that the students preferred to tangible quality improvement than intangible aspect.

Study on Customer Satisfaction with Facilities Management Services in Lithuania

NASA Astrophysics Data System (ADS)

Lepkova, Natalija; Žūkaitė-Jefimovienė, Giedrė

2012-12-01

The article introduces the concept and content of facilities management (FM) services. The paper presents the concept of customer satisfaction and discusses the key factors which influence the opinions of customers and their satisfaction or dissatisfaction with the services provided. The article presents two studies: a brief survey of several FM service providers and a survey of customer satisfaction with FM services in Lithuania. The conclusions are given at the end of the article.

Embracing a Customer Service Mindset: A Fresh Examination of Services for Distance Learners

ERIC Educational Resources Information Center

Steiner, Heidi

2013-01-01

Library literature and blogs frequently discuss customer service and user experience in physical libraries and Web sites, but little is said about this mentality toward services for distance learners specifically. This paper takes customer service best practices from well-known thinkers of the business world and makes connections to services for…

Customer Management Skills for Effective Air Force Civil Engineering Customer Service.

DTIC Science & Technology

1986-09-01

advertise --competence. (1) Craftsmen working closely with customer service -doing what is promised when it’s promised -if return to job site required, tell...RD-RI74 1 4 CUSTOMER MANAGEMENT SKILLS FOR EFFECTIVE AIR FORCE / I CIVIL ENGINEERING CUST (U) AIR FORCE INST OF TECH WRIGHT-PATTERSON RFS ON...I93 -A CUSTOMER MANAGEMENT SKILLS FOR EFFECTIVE AIR FORCE CIVIL ENGINEERING CUSTOMER SERVICE THESIS Danny S.- Long Captain, USAF AFIT/GEM/DEM/86S-1 7

Volumetric Changes in Edentulous Alveolar Ridge Sites Utilizing Guided Bone Regeneration and a Custom Titanium Ridge Augmentation Matrix (CTRAM)

DTIC Science & Technology

2016-06-01

CTRAM). by Jared Cameron Beck, DMD Lieutenant Commander, Dental Corps United States Navy A Thesis submitted to the Faculty of the...Periodontics Graduate Program Naval Postgraduate Dental School Uniformed Services University of the Health Sciences in partial fulfillment of the...requirements for the degree of Master of Science in Oral Biology June 2016 Naval Postgraduate Dental School Uniformed Services

7 CFR 1207.313 - Customs Service.

Code of Federal Regulations, 2010 CFR

2010-01-01

... AGREEMENTS AND ORDERS; MISCELLANEOUS COMMODITIES), DEPARTMENT OF AGRICULTURE POTATO RESEARCH AND PROMOTION PLAN Potato Research and Promotion Plan Definitions § 1207.313 Customs Service. Customs Service means.... 14, 1991] National Potato Promotion Board ...

7 CFR 1207.313 - Customs Service.

Code of Federal Regulations, 2014 CFR

2014-01-01

... AGREEMENTS AND ORDERS; MISCELLANEOUS COMMODITIES), DEPARTMENT OF AGRICULTURE POTATO RESEARCH AND PROMOTION PLAN Potato Research and Promotion Plan Definitions § 1207.313 Customs Service. Customs Service means.... 14, 1991] National Potato Promotion Board ...

7 CFR 1207.313 - Customs Service.

Code of Federal Regulations, 2011 CFR

2011-01-01

... AGREEMENTS AND ORDERS; MISCELLANEOUS COMMODITIES), DEPARTMENT OF AGRICULTURE POTATO RESEARCH AND PROMOTION PLAN Potato Research and Promotion Plan Definitions § 1207.313 Customs Service. Customs Service means.... 14, 1991] National Potato Promotion Board ...

7 CFR 1207.313 - Customs Service.

Code of Federal Regulations, 2013 CFR

2013-01-01

... AGREEMENTS AND ORDERS; MISCELLANEOUS COMMODITIES), DEPARTMENT OF AGRICULTURE POTATO RESEARCH AND PROMOTION PLAN Potato Research and Promotion Plan Definitions § 1207.313 Customs Service. Customs Service means.... 14, 1991] National Potato Promotion Board ...

7 CFR 1207.313 - Customs Service.

Code of Federal Regulations, 2012 CFR

2012-01-01

... AGREEMENTS AND ORDERS; MISCELLANEOUS COMMODITIES), DEPARTMENT OF AGRICULTURE POTATO RESEARCH AND PROMOTION PLAN Potato Research and Promotion Plan Definitions § 1207.313 Customs Service. Customs Service means.... 14, 1991] National Potato Promotion Board ...

49 CFR 1180.10 - Service assurance plans.

Code of Federal Regulations, 2011 CFR

2011-10-01

... should be sufficient for individual shippers to evaluate the projected improvements and changes, and... revised and how these revisions would affect service to customers. As part of this analysis, applicants... those systems to ensure service delivery. (f) Customer service. To achieve and maintain customer...

49 CFR 1180.10 - Service assurance plans.

Code of Federal Regulations, 2013 CFR

2013-10-01

... should be sufficient for individual shippers to evaluate the projected improvements and changes, and... revised and how these revisions would affect service to customers. As part of this analysis, applicants... those systems to ensure service delivery. (f) Customer service. To achieve and maintain customer...

49 CFR 1180.10 - Service assurance plans.

Code of Federal Regulations, 2012 CFR

2012-10-01

... should be sufficient for individual shippers to evaluate the projected improvements and changes, and... revised and how these revisions would affect service to customers. As part of this analysis, applicants... those systems to ensure service delivery. (f) Customer service. To achieve and maintain customer...

49 CFR 1180.10 - Service assurance plans.

Code of Federal Regulations, 2010 CFR

2010-10-01

... should be sufficient for individual shippers to evaluate the projected improvements and changes, and... revised and how these revisions would affect service to customers. As part of this analysis, applicants... those systems to ensure service delivery. (f) Customer service. To achieve and maintain customer...

49 CFR 1180.10 - Service assurance plans.

Code of Federal Regulations, 2014 CFR

2014-10-01

... should be sufficient for individual shippers to evaluate the projected improvements and changes, and... revised and how these revisions would affect service to customers. As part of this analysis, applicants... those systems to ensure service delivery. (f) Customer service. To achieve and maintain customer...

47 CFR 76.1602 - Customer service-general information.

Code of Federal Regulations, 2010 CFR

2010-10-01

... 47 Telecommunication 4 2010-10-01 2010-10-01 false Customer service-general information. 76.1602 Section 76.1602 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1602 Customer service—general information. (a) A...

47 CFR 76.1602 - Customer service-general information.

Code of Federal Regulations, 2014 CFR

2014-10-01

... 47 Telecommunication 4 2014-10-01 2014-10-01 false Customer service-general information. 76.1602 Section 76.1602 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1602 Customer service—general information. (a) A...

47 CFR 76.1602 - Customer service-general information.

Code of Federal Regulations, 2013 CFR

2013-10-01

... 47 Telecommunication 4 2013-10-01 2013-10-01 false Customer service-general information. 76.1602 Section 76.1602 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1602 Customer service—general information. (a) A...

47 CFR 76.1602 - Customer service-general information.

Code of Federal Regulations, 2012 CFR

2012-10-01

... 47 Telecommunication 4 2012-10-01 2012-10-01 false Customer service-general information. 76.1602 Section 76.1602 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1602 Customer service—general information. (a) A...

47 CFR 76.1602 - Customer service-general information.

Code of Federal Regulations, 2011 CFR

2011-10-01

... 47 Telecommunication 4 2011-10-01 2011-10-01 false Customer service-general information. 76.1602 Section 76.1602 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1602 Customer service—general information. (a) A...

Effects of service provider attitudes and employment status on citizenship behaviors and customers' attitudes and loyalty behavior.

PubMed

Payne, Stephanie C; Webber, Sheila Simsarian

2006-03-01

The relationship among job satisfaction, affective commitment, service-oriented organizational citizenship behaviors (OCBs), customer satisfaction, and customer loyalty were examined for a sample of 249 hairstylists and 1 of their corresponding customers. Employee satisfaction was positively related to service-oriented OCBs, customer satisfaction, and customer loyalty, whereas affective commitment was not related to these outcomes. The extent to which the predictor variables interacted with one another and the role of employment status on these relationships was also explored. High levels of job satisfaction or affective commitment resulted in more service-oriented OCBs for employees and self-employed workers, whereas high levels of both resulted in more service-oriented OCBs for owners.

Internal services simulation control in 220/110kV power transformer station Mintia

NASA Astrophysics Data System (ADS)

Ciulica, D.; Rob, R.

2018-01-01

The main objectives in developing the electric transport and distribution networks infrastructure are satisfying the electric energy demand, ensuring the continuity of supply to customers, minimizing electricity losses in the transmission and distribution networks of public interest. This paper presents simulations in functioning of the internal services system 400/230 V ac in the 220/110 kV power transformer station Mintia. Using simulations in Visual Basic, the following premises are taken into consideration. All the ac consumers of the 220/110 kV power transformer station Mintia will be supplied by three 400/230 V transformers for internal services which can mutual reserve. In case of damaging at one transformer, the others are able to assume the entire consumption using automatic release of reserves. The simulation program studies three variants in which the continuity of supply to customers are ensured. As well, by simulations, all the functioning situations are analyzed in detail.

Electrical service reliability: the customer perspective

DOE Office of Scientific and Technical Information (OSTI.GOV)

Samsa, M.E.; Hub, K.A.; Krohm, G.C.

1978-09-01

Electric-utility-system reliability criteria have traditionally been established as a matter of utility policy or through long-term engineering practice, generally with no supportive customer cost/benefit analysis as justification. This report presents results of an initial study of the customer perspective toward electric-utility-system reliability, based on critical review of over 20 previous and ongoing efforts to quantify the customer's value of reliable electric service. A possible structure of customer classifications is suggested as a reasonable level of disaggregation for further investigation of customer value, and these groups are characterized in terms of their electricity use patterns. The values that customers assign tomore » reliability are discussed in terms of internal and external cost components. A list of options for effecting changes in customer service reliability is set forth, and some of the many policy issues that could alter customer-service reliability are identified.« less

The behavioral consequences of service quality: an empirical study in the Chinese retail pharmacy industry.

PubMed

Chen, Yuwen; Fu, Frank Q

2015-01-01

This study focuses on the impacts of service quality and examines the mediating effects of customer satisfaction and customer loyalty on willingness to pay more. The authors collected survey data from 479 actual retail pharmacy customers in China and used the structural equation modeling approach to test the hypotheses. The results reveal six dimensions of service quality and the differential impact of these dimensions on customer satisfaction and behavioral intentions. This study contributes to the existing literature by exploring the dimensionality of the service quality construct and mediating effects of customer satisfaction and customer loyalty in a non-Western setting.

Tourism guide cloud service quality: What actually delights customers?

PubMed

Lin, Shu-Ping; Yang, Chen-Lung; Pi, Han-Chung; Ho, Thao-Minh

2016-01-01

The emergence of advanced IT and cloud services has beneficially supported the information-intensive tourism industry, simultaneously caused extreme competitions in attracting customers through building efficient service platforms. On response, numerous nations have implemented cloud platforms to provide value-added sightseeing information and personal intelligent service experiences. Despite these efforts, customers' actual perspectives have yet been sufficiently understood. To bridge the gap, this study attempts to investigate what aspects of tourism cloud services actually delight customers' satisfaction and loyalty. 336 valid survey questionnaire answers were analyzed using structural equation modeling method. The results prove positive impacts of function quality, enjoyment, multiple visual aids, and information quality on customers' satisfaction as well as of enjoyment and satisfaction on use loyalty. The findings hope to provide helpful references of customer use behaviors for enhancing cloud service quality in order to achieve better organizational competitiveness.

The utility and its customer: A complex relationship

DOE Office of Scientific and Technical Information (OSTI.GOV)

Covelli, L.; Williams, M.V.

Developing methods of tracking customer satisfaction for utilities presents major problems since the customer reacts to the utility on many different levels. The more obvious are in relation to the product (energy) and the services the company provides. More recently there has been talk of the {open_quotes}brand{close_quotes} elements of the company-customer relationship. Ontario Hydro (OH) has developed a method utilizing four separate domains for measuring and tracking customer satisfaction: product, service, competitiveness, and institutional relationships. Ontario Hydro conducted a survey of over 1200 residential customers. The respondents received a detailed in-person survey of their estimation of the importance of specificmore » aspects of customer service and their view of Ontario Hydro`s performance on those same issues. The data yielded 28 factors covered a large variety of separate concerns: customer service, and treatment of customers to export policy. OH concluded that the utility`s relationship with its customer is more complex than the susual customer-vendor interaction. A utility not only provides a product and a service, it has a institutional personality and provides an absolutely necessary product under an exclusive franchise and executes government policy as a regulated monopoly. It was found that customers are sensitive to all of these attributes.« less

Impact of Perceived Website Service Quality on Customer E-Loyalty on a Lodging Website

ERIC Educational Resources Information Center

Jeon, Myunghee

2009-01-01

Customer loyalty on websites, "e-loyalty", is reflected on customer behavior, regardless of online or offline business. Specifically, it is believed that customer loyalty on a website is strongly associated with website service quality. This study rigorously reviewed previously reported research in the website service quality dimensions and…

Washington Headquarters Services

Science.gov Websites

Status OPM Status: Open Open Main Navigation Home Our Services Our Customers Our People Our Leaders Our Organization Contact Us CAC Site Navigation Customers Employees Our Services Our Customers Our People Our facilities in the Washington, DC area. Read more about Our Customers Our People A picture with the left edge

The primacy of the patient and family in a quality-improvement environment.

PubMed

Walker, J K

1995-09-01

The primary customers of health care services are the patient and family. It is important to adopt a mission and philosophy that put the patient and family at the center of all quality improvement programs. The principles put forth by Deming in his 14 points can be applied to patient-focused quality improvement measures. Creating a foundation for the professional practice of nursing and using and expanding tools that are already in use can help care providers meet the needs of their customers and help people to live healthier, better lives.

Student as Customer: Factors Affecting Satisfaction and Assessments of Institutional Quality.

ERIC Educational Resources Information Center

Browne, Beverly A.; Kaldenberg, Dennis O.; Browne, William G.; Brown, Daniel J.

1998-01-01

A survey of 736 college students investigated satisfaction with a university's business education program, with attention to ratings of services and educational quality, and their relationship to students' global satisfaction, willingness to recommend the institution, and satisfaction with educational value received. Results suggest institutions…

7 CFR 1530.110 - Records, certification, and documentation.

Code of Federal Regulations, 2010 CFR

2010-01-01

... SERVICE, DEPARTMENT OF AGRICULTURE THE REFINED SUGAR RE-EXPORT PROGRAM, THE SUGAR CONTAINING PRODUCTS RE... documents to substantiate entries, transfers, exports, or use as appropriate. The Licensing Authority shall...; (3) Include all U.S. Customs forms submitted in the entry or export process; (4) Provide the correct...

7 CFR 1530.110 - Records, certification, and documentation.

Code of Federal Regulations, 2011 CFR

2011-01-01

... SERVICE, DEPARTMENT OF AGRICULTURE THE REFINED SUGAR RE-EXPORT PROGRAM, THE SUGAR CONTAINING PRODUCTS RE... documents to substantiate entries, transfers, exports, or use as appropriate. The Licensing Authority shall...; (3) Include all U.S. Customs forms submitted in the entry or export process; (4) Provide the correct...

7 CFR 1530.110 - Records, certification, and documentation.

Code of Federal Regulations, 2013 CFR

2013-01-01

... SERVICE, DEPARTMENT OF AGRICULTURE THE REFINED SUGAR RE-EXPORT PROGRAM, THE SUGAR CONTAINING PRODUCTS RE... documents to substantiate entries, transfers, exports, or use as appropriate. The Licensing Authority shall...; (3) Include all U.S. Customs forms submitted in the entry or export process; (4) Provide the correct...

7 CFR 1530.110 - Records, certification, and documentation.

Code of Federal Regulations, 2014 CFR

2014-01-01

... SERVICE, DEPARTMENT OF AGRICULTURE THE REFINED SUGAR RE-EXPORT PROGRAM, THE SUGAR CONTAINING PRODUCTS RE... documents to substantiate entries, transfers, exports, or use as appropriate. The Licensing Authority shall...; (3) Include all U.S. Customs forms submitted in the entry or export process; (4) Provide the correct...

7 CFR 1530.110 - Records, certification, and documentation.

Code of Federal Regulations, 2012 CFR

2012-01-01

... SERVICE, DEPARTMENT OF AGRICULTURE THE REFINED SUGAR RE-EXPORT PROGRAM, THE SUGAR CONTAINING PRODUCTS RE... documents to substantiate entries, transfers, exports, or use as appropriate. The Licensing Authority shall...; (3) Include all U.S. Customs forms submitted in the entry or export process; (4) Provide the correct...

Effectiveness of Speed Control Signs in Rural School Zones and Small Communities

DOT National Transportation Integrated Search

2000-03-01

The primary objective of the evaluation is to learn how to serve Peer-to-Peer (P2P) customers better, and secondarily, how to market the program to provide services to a larger number of eligible transportation professionals. One outcome of this eval...

Customer service and practice profitability.

PubMed

Levin, Roger P

2004-06-01

Customer service, one of the major dental practice business systems, is critical to your short- and long-term success. The world will keep changing, but customer service is not a fad that can go out of style. If anything, it becomes even more important, year after year, as your customers expect more service and better treatment. Your goal is to provide extensive customer service, with 100% of patients enjoying a great experience every single time they interact with your practice. The "Wow" experience helps your practice grow. You want your patients to become your friends. Why? Because friends refer friends. When your patients become your friends, higher profitability is the inevitable result.

Analysis on preemptive priority retrial queue with two types of customers, balking, optional re-service, single vacation and service interruption

NASA Astrophysics Data System (ADS)

Yuvarani, S.; Saravanarajan, M. C.

2017-11-01

This paper concerned with performance analysis of single server preemptive priority retrial queue with a single vacation where two types of customers are considered and they are called priority customers and ordinary customers. The ordinary customers arrive in batch into the system. The priority customers do not form any queue. After the completion of regular service, the customers may demand re-service for the previous service without joining the orbit or may leave the system. As soon as the system is empty, the server goes for vacation and the regular busy server can be subjected to breakdown. By using the supplementary variable technique, we obtain the steady-state probability generating functions for the system/orbit size. Some important system performance measures and the stochastic decomposition are discussed. Finally, numerical examples are presented to visualize the effect of parameters on system performance measures.

An examination of the role of perceived support and employee commitment in employee-customer encounters.

PubMed

Vandenberghe, Christian; Bentein, Kathleen; Michon, Richard; Chebat, Jean-Charles; Tremblay, Michel; Fils, Jean-François

2007-07-01

The authors examined the relationships between perceived organizational support, organizational commitment, commitment to customers, and service quality in a fast-food firm. The research design matched customer responses with individual employees' attitudes, making this study a true test of the service provider-customer encounter. On the basis of a sample of matched employee-customer data (N = 133), hierarchical linear modeling analyses revealed that perceived organizational support had both a unit-level and an employee-level effect on 1 dimension of service quality: helping behavior. Contrary to affective organizational commitment, affective commitment to customers enhanced service quality. The 2 sub-dimensions of continuance commitment to the organization--perceived high sacrifice and perceived lack of alternatives--exerted effects opposite in sign: The former fostered service quality, whereas the latter reduced it. The implications of these findings are discussed within the context of research on employee-customer encounters.

Customer satisfaction in anatomic pathology. A College of American Pathologists Q-Probes study of 3065 physician surveys from 94 laboratories.

PubMed

Zarbo, Richard J; Nakhleh, Raouf E; Walsh, Molly

2003-01-01

Measurement of physicians' and patients' satisfaction with laboratory services has recently become a requirement of health care accreditation agencies in the United States. To our knowledge, this is the first customer satisfaction survey of anatomic pathology services to provide a standardized tool and benchmarks for subsequent measures of satisfaction. This Q-Probes study assessed physician satisfaction with anatomic pathology laboratory services and sought to determine characteristics that correlate with a high level of physician satisfaction. In January 2001, each laboratory used standardized survey forms to assess physician customer satisfaction with 10 specific elements of service in anatomic pathology and an overall satisfaction rating based on a scale of rankings from a 5 for excellent to a 1 for poor. Data from up to 50 surveys returned per laboratory were compiled and analyzed by the College of American Pathologists. A general questionnaire collected information about types of services offered and each laboratory's quality assurance initiatives to determine characteristics that correlate with a high level of physician satisfaction. Hospital-based laboratories in the United States (95.8%), as well as others from Canada and Australia. Ninety-four voluntary subscriber laboratories in the College of American Pathologists Q-Probes quality improvement program participated in this survey. Roughly 70% of respondents were from hospitals with occupied bedsizes of 300 or less, 65% were private nonprofit institutions, just over half were located in cities, one third were teaching hospitals, and 19% had pathology residency training programs. Overall physician satisfaction with anatomic pathology and 10 selected aspects of the laboratory service (professional interaction, diagnostic accuracy, pathologist responsiveness to problems, pathologist accessibility for frozen section, tumor board presentations, courtesy of secretarial and technical staff, communication of relevant information, teaching conferences and courses, notification of significant abnormal results, and timeliness of reporting). The database of 3065 physician surveys was derived from 94 laboratories. An average of 32.6 surveys (median 30) was returned per institution, with a range of 5 to 50 surveys per institution. The mean response rate was 35.6% (median 32.5%). The median (50th percentile) laboratory had an overall median satisfaction score of 4.4. The lowest satisfaction scores that were obtained all related to poor communication, which included timeliness of reporting, communication of relevant information, and notification of significant abnormal results. Statistically significant associations of customer satisfaction with certain institutional characteristics and laboratory performance improvement activities were identified. The importance of this satisfaction survey lies not in its requirement as an exercise for accrediting agencies but in understanding the needs of the customer (in this case the physician) to direct performance improvement in the delivery of quality anatomic pathology laboratory services.

A framework for improving access and customer service times in health care: application and analysis at the UCLA Medical Center.

PubMed

Duda, Catherine; Rajaram, Kumar; Barz, Christiane; Rosenthal, J Thomas

2013-01-01

There has been an increasing emphasis on health care efficiency and costs and on improving quality in health care settings such as hospitals or clinics. However, there has not been sufficient work on methods of improving access and customer service times in health care settings. The study develops a framework for improving access and customer service time for health care settings. In the framework, the operational concept of the bottleneck is synthesized with queuing theory to improve access and reduce customer service times without reduction in clinical quality. The framework is applied at the Ronald Reagan UCLA Medical Center to determine the drivers for access and customer service times and then provides guidelines on how to improve these drivers. Validation using simulation techniques shows significant potential for reducing customer service times and increasing access at this institution. Finally, the study provides several practice implications that could be used to improve access and customer service times without reduction in clinical quality across a range of health care settings from large hospitals to small community clinics.

The Ties that Bind: Creating Great Customer Service.

ERIC Educational Resources Information Center

Lisker, Peter

2000-01-01

Offers suggestions for libraries on how to develop a customer service plan to provide excellent service, create a positive environment for staff members, foster new and continued positive relationships with patrons, and evaluate customer service goals and objectives. Also discusses policies and building appearance. (Author/LRW)

77 FR 15393 - Agency Information Collection Activities: Proposed Collection; Comments Requested: Firearms...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-03-15

... Services Division Customer Service Survey ACTION: 30-Day notice of information collection. The Department.... (2) Title of the Form/Collection: Firearms & Explosives Services Division Customer Service Survey. (3... firearms and explosives industry. This anonymous survey would allow FESD to gauge customer satisfaction and...

Breaking the trade-off between efficiency and service.

PubMed

Frei, Frances X

2006-11-01

For manufacturers, customers are the open wallets at the end of the supply chain. But for most service businesses, they are key inputs to the production process. Customers introduce tremendous variability to that process, but they also complain about any lack of consistency and don't care about the company's profit agenda. Managing customer-introduced variability, the author argues, is a central challenge for service companies. The first step is to diagnose which type of variability is causing mischief: Customers may arrive at different times, request different kinds of service, possess different capabilities, make varying degrees of effort, and have different personal preferences. Should companies accommodate variability or reduce it? Accommodation often involves asking employees to compensate for the variations among customers--a potentially costly solution. Reduction often means offering a limited menu of options, which may drive customers away. Some companies have learned to deal with customer-introduced variability without damaging either their operating environments or customers' service experiences. Starbucks, for example, handles capability variability among its customers by teaching them the correct ordering protocol. Dell deals with arrival and request variability in its high-end server business by outsourcing customer service while staying in close touch with customers to discuss their needs and assess their experiences with third-party providers. The effective management of variability often requires a company to influence customers' behavior. Managers attempting that kind of intervention can follow a three-step process: diagnosing the behavioral problem, designing an operating role for customers that creates new value for both parties, and testing and refining approaches for influencing behavior.

Trade-off decisions in distribution utility management

NASA Astrophysics Data System (ADS)

Slavickas, Rimas Anthony

As a result of the "unbundling" of traditional monopolistic electricity generation and transmission enterprises into a free-market economy, power distribution utilities are faced with very difficult decisions pertaining to electricity supply options and quality of service to the customers. The management of distribution utilities has become increasingly complex, versatile, and dynamic to the extent that conventional, non-automated management tools are almost useless and obsolete. This thesis presents a novel and unified approach to managing electricity supply options and quality of service to customers. The technique formulates the problem in terms of variables, parameters, and constraints. An advanced Mixed Integer Programming (MIP) optimization formulation is developed together with novel, logical, decision-making algorithms. These tools enable the utility management to optimize various cost components and assess their time-trend impacts, taking into account the intangible issues such as customer perception, customer expectation, social pressures, and public response to service deterioration. The above concepts are further generalized and a Logical Proportion Analysis (LPA) methodology and associated software have been developed. Solutions using numbers are replaced with solutions using words (character strings) which more closely emulate the human decision-making process and advance the art of decision-making in the power utility environment. Using practical distribution utility operation data and customer surveys, the developments outlined in this thesis are successfully applied to several important utility management problems. These involve the evaluation of alternative electricity supply options, the impact of rate structures on utility business, and the decision of whether to continue to purchase from a main grid or generate locally (partially or totally) by building Non-Utility Generation (NUG).

Doing the right thing without being told: joint effects of initiative climate and general self-efficacy on employee proactive customer service performance.

PubMed

Raub, Steffen; Liao, Hui

2012-05-01

We developed and tested a cross-level model of the antecedents and outcomes of proactive customer service performance. Results from a field study of 900 frontline service employees and their supervisors in 74 establishments of a multinational hotel chain located in Europe, the Middle East, Africa, and Asia demonstrated measurement equivalence and suggested that, after controlling for service climate, initiative climate at the establishment level and general self-efficacy at the individual level predicted employee proactive customer service performance and interacted in a synergistic way. Results also showed that at the establishment level, controlling for service climate and collective general service performance, initiative climate was positively and indirectly associated with customer service satisfaction through the mediation of aggregated proactive customer service performance. We discuss important theoretical and practical implications of these findings. (PsycINFO Database Record (c) 2012 APA, all rights reserved).

A Target Advertisement System Based on TV Viewer's Profile Reasoning

NASA Astrophysics Data System (ADS)

Lim, Jeongyeon; Kim, Munjo; Lee, Bumshik; Kim, Munchurl; Lee, Heekyung; Lee, Han-Kyu

With the rapidly growing Internet, the Internet broadcasting and web casting service have been one of the well-known services. Specially, it is expected that the IPTV service will be one of the principal services in the broadband network [2]. However, the current broadcasting environment is served for the general public and requires the passive attitude to consume the TV programs. For the advanced broadcasting environments, various research of the personalized broadcasting is needed. For example, the current unidirectional advertisement provides to the TV viewers the advertisement contents, depending on the popularity of TV programs, the viewing rates, the age groups of TV viewers, and the time bands of the TV programs being broadcast. It is not an efficient way to provide the useful information to the TV viewers from customization perspective. If a TV viewer does not need particular advertisement contents, then information may be wasteful to the TV viewer. Therefore, it is expected that the target advertisement service will be one of the important services in the personalized broadcasting environments. The current research in the area of the target advertisement classifies the TV viewers into clustered groups who have similar preference. The digital TV collaborative filtering estimates the user's favourite advertisement contents by using the usage history [1, 4, 5]. In these studies, the TV viewers are required to provide their profile information such as the gender, job, and ages to the service providers via a PC or Set-Top Box (STB) which is connected to digital TV. Based on explicit information, the advertisement contents are provided to the TV viewers in a customized way with tailored advertisement contents. However, the TV viewers may dislike exposing to the service providers their private information because of the misuse of it. In this case, it is difficult to provide appropriate target advertisement service.

Learning Racial Hierarchies: Communication Skills Training in Transnational Customer Service Work

ERIC Educational Resources Information Center

Mirchandani, Kiran

2012-01-01

Purpose: This paper aims to focus on the communications skills training given to transnational call center workers in India whose jobs involve providing customer service to Western customers. Emotion work is a key component of customer service jobs, and this work is constructed as an important soft skill. Design/methodology/approach: Between 2002…

CUSTOMS SERVICE MODERNIZATION: Management Improvements Needed on High-Risk Automated Commercial Environment Project

DTIC Science & Technology

2002-05-01

GAO United States General Accounting OfficeReport to Congressional CommitteesMay 2002 CUSTOMS SERVICE MODERNIZATION Management Improvements Needed...from... to) - Title and Subtitle CUSTOMS SERVICE MODERNIZATION: Management Improvements Needed on High-Risk Automated Commercial Environment... Customs management of ACE. Subject Terms Report Classification unclassified Classification of this page unclassified Classification of Abstract

Impact of service attributes on customer satisfaction and loyalty in a healthcare context.

PubMed

Lonial, Subash; Raju, P S

2015-01-01

The purpose of this paper is to examine the role of perceived service attributes in the development of overall customer satisfaction (OCS) and customer loyalty (CL) in a health-care setting. This paper also sheds light on the role of hospitalist physicians (HPs) and offers suggestions to improve patient satisfaction and loyalty. A telephone survey was used to collect data from recently hospitalized patients with respect to their HP. Structural equations modeling (SEM) was used to confirm the overall relationships between perceived service quality (PSQ), OCS and CL. The sample was then divided into customer relationship groups (CRGs) based on satisfaction and loyalty measures. Discriminant analysis was used to determine which attributes differentiated most between high and low satisfaction and loyalty groups. Overall relationships among PSQ, OCS and CL were in conformity with the conceptual model. Findings also revealed that service attributes played an important role in distinguishing between high and low satisfaction and loyalty groups, although some attributes were more important than others and different attributes emerged as being key influencers for satisfaction and loyalty. The conceptual model used is a fairly straight forward model, and we have not considered the impact of individual factors such as expectations and value perceptions or involvement levels and demographic characteristics on service quality and overall satisfaction. The data for this study were provided by a major health maintenance organization (HMO), and there is room for improvement in the manner in which certain constructs were measured. For example, OCS, recommendation and retention all used single item measures, and it might have been preferable to use multiple item measures for these constructs. The study shows that organizations can benefit by identifying and focusing on critical attributes as part of their customer relationship management program. The SEM results provide strong support for the overall model linking service quality, OCS and CL in a health-care setting. As one would expect, PSQ has a strong impact on OCS, which, in turn, has a fairly strong impact on CL. However, there is also a significant direct linkage between PSQ and CL. This linkage shows that at least a certain portion of CL could evolve independent of the satisfaction level with the HP. This shows that, in addition to trying to improve satisfaction, organizations should also explore influencing loyalty directly, perhaps by the strategic use of service attribute perceptions. The study shows that customer perceptions at the service attribute level can often be the key to the generation and management of customer satisfaction and loyalty. It also has significance for how satisfaction and loyalty with HPs can be improved in a hospital setting.

Service Learning for Improvement of Customer Service Education in LIS

ERIC Educational Resources Information Center

Colón-Aguirre, Mónica

2017-01-01

This work explores the ways in which academic librarians specializing in areas related to user services consider the courses they took as part of obtaining their library and information science (LIS) degree prepared them to deal with issues of customer service in their current work. Effective customer service is a central aspect of accomplishing…

Managing customer service.

PubMed

Paget, Zoe

2015-02-28

Zoe Paget is the customer services manager at YourVets. Her role includes managing the company's call centre, social media marketing, working with the marketing department to develop customer care initiatives and reporting service levels to the company's directors. British Veterinary Association.

Applying Fuzzy Data Mining to Telecom Churn Management

NASA Astrophysics Data System (ADS)

Liao, Kuo-Hsiung; Chueh, Hao-En

Customers tend to change telecommunications service providers in pursuit of more favorable telecommunication rates. Therefore, how to avoid customer churn is an extremely critical topic for the intensely competitive telecommunications industry. To assist telecommunications service providers in effectively reducing the rate of customer churn, this study used fuzzy data mining to determine effective marketing strategies by analyzing the responses of customers to various marketing activities. These techniques can help telecommunications service providers determine the most appropriate marketing opportunities and methods for different customer groups, to reduce effectively the rate of customer turnover.

Customer service: developing a new mindset for today's instant gratification society.

PubMed

Stockburger, W T

1998-01-01

Today's society expects and demands immediate service, results and access to information. Can those of us in leadership positions say that the service we provide is equal to or exceeds what our customers expect? How can we redesign our services so they are better than those we currently provide? Some people look to advances in technology as one means to improve services and access to information, but this should not be the only means. If we are to develop a philosophy of exceptional service, we must develop a vision of those services. We must gain an understanding of our customers, plus a knowledge of products, the availability of resources and any industry constraints. In healthcare, we must look to leadership to achieve our goals. A goal of exceptional customer service must be communicated to all levels of service providers from management. Top-down action by management--leadership by example--is critical. Leadership must gain the trust of both customers and employees by actively listening to both verbal and nonverbal comments at all points of service. Without an understanding of our customers' needs, it won't be possible to deliver services at or above their expectations.

Managing global accounts.

PubMed

Yip, George S; Bink, Audrey J M

2007-09-01

Global account management--which treats a multinational customer's operations as one integrated account, with coherent terms for pricing, product specifications, and service--has proliferated over the past decade. Yet according to the authors' research, only about a third of the suppliers that have offered GAM are pleased with the results. The unhappy majority may be suffering from confusion about when, how, and to whom to provide it. Yip, the director of research and innovation at Capgemini, and Bink, the head of marketing communications at Uxbridge College, have found that GAM can improve customer satisfaction by 20% or more and can raise both profits and revenues by at least 15% within just a few years of its introduction. They provide guidelines to help companies achieve similar results. The first steps are determining whether your products or services are appropriate for GAM, whether your customers want such a program, whether those customers are crucial to your strategy, and how GAM might affect your competitive advantage. If moving forward makes sense, the authors' exhibit, "A Scorecard for Selecting Global Accounts," can help you target the right customers. The final step is deciding which of three basic forms to offer: coordination GAM (in which national operations remain relatively strong), control GAM (in which the global operation and the national operations are fairly balanced), and separate GAM (in which a new business unit has total responsibility for global accounts). Given the difficulty and expense of providing multiple varieties, the vast majority of companies should initially customize just one---and they should be careful not to start with a choice that is too ambitious for either themselves or their customers to handle.

77 FR 1510 - Agency Information Collection Activities: Proposed Collection; Comments Requested; Firearms...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-01-10

... Services Division Customer Service Survey ACTION: 60-Day Notice of Information Collection. The Department... & Explosives Services Division Customer Service Survey. (3) Agency form number, if any, and the applicable... firearms and explosives industry. This anonymous survey would allow FESD to gauge customer satisfaction and...

12 CFR 225.118 - Computer services for customers of subsidiary banks.

Code of Federal Regulations, 2012 CFR

2012-01-01

... 12 Banks and Banking 3 2012-01-01 2012-01-01 false Computer services for customers of subsidiary...) Regulations Financial Holding Companies Interpretations § 225.118 Computer services for customers of... understood from the facts presented that the service company owns a computer which it utilizes to furnish...

75 FR 55303 - Proposed Information Collection; Comment Request; Commercial Service Annual Customer Satisfaction...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-09-10

... Request; Commercial Service Annual Customer Satisfaction Survey AGENCY: International Trade Administration... assistance services. The CS uses an Annual Customer Satisfaction Survey to measure client's overall satisfaction with the full array of services and experiences they have had with the CS on an annual basis. The...

12 CFR 225.118 - Computer services for customers of subsidiary banks.

Code of Federal Regulations, 2011 CFR

2011-01-01

... 12 Banks and Banking 3 2011-01-01 2011-01-01 false Computer services for customers of subsidiary...) Regulations Financial Holding Companies Interpretations § 225.118 Computer services for customers of... understood from the facts presented that the service company owns a computer which it utilizes to furnish...

12 CFR 225.118 - Computer services for customers of subsidiary banks.

Code of Federal Regulations, 2010 CFR

2010-01-01

... 12 Banks and Banking 3 2010-01-01 2010-01-01 false Computer services for customers of subsidiary...) Regulations Financial Holding Companies Interpretations § 225.118 Computer services for customers of... understood from the facts presented that the service company owns a computer which it utilizes to furnish...

Don`t just satisfy `em, delight `em!

DOE Office of Scientific and Technical Information (OSTI.GOV)

Lacertosa, R.

1996-01-01

Providing customer service and quality in fuel oil marketing are discussed. The fuel oil industry depends on customer satisfaction. However, merely satisfying the customer is not enough. Research done on customer service indicates that satisfaction is a neutral feeling. The goal should be to get customers to the next level, which is to be delighted or ecstatic about the service. The place to begin is to provide all service personnel with the training and support they need and then get out of the way. It should always be kept in mind that the person that keeps the company in businessmore » is the valued customer who too often gets lost in the shuffle.« less

New mission requirements methodologies for services provided by the Office of Space Communications

NASA Technical Reports Server (NTRS)

Holmes, Dwight P.; Hall, J. R.; Macoughtry, William; Spearing, Robert

1993-01-01

The Office of Space Communications, NASA Headquarters, has recently revised its methodology for receiving, accepting and responding to customer requests for use of that office's tracking and communications capabilities. This revision is the result of a process which has become over-burdened by the size of the currently active and proposed missions set, requirements reviews that focus on single missions rather than on mission sets, and negotiations most often not completed early enough to effect needed additions to capacity or capability prior to launch. The requirements-coverage methodology described is more responsive to project/program needs and provides integrated input into the NASA budget process early enough to effect change, and describes the mechanisms and tools in place to insure a value-added process which will benefit both NASA and its customers. Key features of the requirements methodology include the establishment of a mechanism for early identification of and systems trades with new customers, and delegates the review and approval of requirements documents to NASA centers in lieu of Headquarters, thus empowering the system design teams to establish and negotiate the detailed requirements with the user. A Mission Requirements Request (MRR) is introduced to facilitate early customer interaction. The expected result is that the time to achieve an approved set of implementation requirements which meet the customer's needs can be greatly reduced. Finally, by increasing the discipline in requirements management, through the use of base lining procedures, a tighter coupling between customer requirements and the budget is provided. A twice-yearly projection of customer requirements accommodation, designated as the Capacity Projection Plan (CPP), provides customer feedback allowing the entire mission set to be serviced.

Satellite provided customer promises services, a forecast of potential domestic demand through the year 2000. Volume 4: Sensitivity analysis

NASA Technical Reports Server (NTRS)

Kratochvil, D.; Bowyer, J.; Bhushan, C.; Steinnagel, K.; Kaushal, D.; Al-Kinani, G.

1984-01-01

The overall purpose was to forecast the potential United States domestic telecommunications demand for satellite provided customer promises voice, data and video services through the year 2000, so that this information on service demand would be available to aid in NASA program planning. To accomplish this overall purpose the following objectives were achieved: (1) development of a forecast of the total domestic telecommunications demand; (2) identification of that portion of the telecommunications demand suitable for transmission by satellite systems; (3) identification of that portion of the satellite market addressable by consumer promises service (CPS) systems; (4) identification of that portion of the satellite market addressable by Ka-band CPS system; and (5) postulation of a Ka-band CPS network on a nationwide and local level. The approach employed included the use of a variety of forecasting models, a parametric cost model, a market distribution model and a network optimization model. Forecasts were developed for: 1980, 1990, and 2000; voice, data and video services; terrestrial and satellite delivery modes; and C, Ku and Ka-bands.

Satellite provided customer promises services, a forecast of potential domestic demand through the year 2000. Volume 4: Sensitivity analysis

NASA Astrophysics Data System (ADS)

Kratochvil, D.; Bowyer, J.; Bhushan, C.; Steinnagel, K.; Kaushal, D.; Al-Kinani, G.

1984-03-01

The overall purpose was to forecast the potential United States domestic telecommunications demand for satellite provided customer promises voice, data and video services through the year 2000, so that this information on service demand would be available to aid in NASA program planning. To accomplish this overall purpose the following objectives were achieved: (1) development of a forecast of the total domestic telecommunications demand; (2) identification of that portion of the telecommunications demand suitable for transmission by satellite systems; (3) identification of that portion of the satellite market addressable by consumer promises service (CPS) systems; (4) identification of that portion of the satellite market addressable by Ka-band CPS system; and (5) postulation of a Ka-band CPS network on a nationwide and local level. The approach employed included the use of a variety of forecasting models, a parametric cost model, a market distribution model and a network optimization model. Forecasts were developed for: 1980, 1990, and 2000; voice, data and video services; terrestrial and satellite delivery modes; and C, Ku and Ka-bands.

A review of the nutritional needs of Meals on Wheels consumers and factors associated with the provision of an effective meals on wheels service-an Australian perspective.

PubMed

Krassie, J; Smart, C; Roberts, D C

2000-04-01

A review of the literature was undertaken to identify the nutritional needs of elderly MOW consumers and factors affecting the ability of existing programs to meet those needs. The focus was on the Australian experience but drawing on the world literature. Keyword search of English language based computer databases of the medical and health literature. Several studies suggest the nutritional intake of MOW consumers is below recommended levels, although the risk of nutritional deficiency has not always been identified. The literature indicates the effectiveness of Meals on Wheels programs are affected by a range of issues including the appropriateness of nutritional standards, menu selection, portion control, level of consumption and customer satisfaction. The literature recommends control of time and temperatures associated with food handling procedures, along with education of providers and customers, to assist in the provision of a safe food supply. Meals on Wheels is an important service, providing meals to housebound consumers. While the effectiveness of such programs is dependent on a range of variables, the nutritional impact of the service and the standard of food hygiene are fundamental assessment criteria. This work was supported by a grant from the NSW Meals on Wheels Association, Australia. European Journal of Clinical Nutrition (2000) 54, 275-280

Claretian Medical Center Task Analysis. Worker Education Program.

ERIC Educational Resources Information Center

Union of Needletrades, Industrial and Textile Employees.

This task analysis for positions at the Claretian Medical Center in southeast Chicago was developed to improve communication and customer service in the workplace. The task analysis was prepared through clinic tours, employee interviews, and supervisor questionnaires. It is used for the purpose of curriculum development for onsite instruction in…

Verizon Connects to Success

ERIC Educational Resources Information Center

Weinstein, Margery

2011-01-01

A household name synonymous with modern telecommunications, Verizon's performance management innovations in 2010 kept pace with the growth of its brand. Many people probably are customers of the company's services. What's less known to the public is the consistent quality of Verizon's learning and development programs. A regular on the "Training"…

Impact Evaluations of Corporate E-Learning.

ERIC Educational Resources Information Center

Ring, Geoff; Reeves, Thomas C.

This paper describes key issues in conducting impact evaluations of corporate eLearning and reports the results of a study that evaluated the impact (including return on investment) of an eLearning implementation by a large telecommunications company. The program was designed to "multi-skill" over 1,000 Customer Service Officers (CSOs)…

U.S. Department of Education Federal Student Aid Five-Year Plan, 2006-2010

ERIC Educational Resources Information Center

US Department of Education, 2006

2006-01-01

This document reflects Federal Student Aid's solid progress in meeting strategic objectives since becoming a Performance-Based Organization. Specifically, the plan addresses continuing efforts to increase program integrity, improve customer service and achieve measurable results in the management and administration of the Title IV student…

Socio-Economic Impact Assessment of the Computerized Customer Information System (CCIS) at the Southern California Rapid Transit District (SCRTD)

DOT National Transportation Integrated Search

1983-06-01

This document is a product of an ongoing program to assess the impacts of automated transit information system (ATIS) technology on the transit industry's efforts to improve the productivity and quality of telephone information/marketing services to ...

The Waiter and Waitress Training Manual. Revised Edition.

ERIC Educational Resources Information Center

Mitchell, Barbara J.

This manual is intended for use in pre-employment or upgrading training programs for persons who are planning to work or are presently working in the hotel and restaurant food service industry. Eleven chapters cover interpersonal relationships with employers, fellow employees, and customers; grooming and personal hygiene; sanitary food handling;…

Influence of healthcare institution managers' proactive approach to communication activities on patient satisfaction.

PubMed

Filipović, Vinka; Cicvarić, Slavica; Stavljanin, Velimir; Damnjanović, Vesna; Radojicić, Zoran; Joksimović, Nevenka Zarkić; Gogić, Aleksandra

2010-04-01

Over the recent years customer satisfaction program as a tool for patient satisfaction has been recognized as an important issue in healthcare services. The aim of this preliminary study was to explore an influence of healthcare institution managers' approach and attitudes to marketing and public relations activities (communication activities), in the context of implementation of customer satisfaction programs, on patient satisfaction. The study was conducted among managers from different state-owned healthcare institutions (healthcare centres, clinics, hospitals) in Serbia. The structured questionnaire form, comprising both open and closed questions, was used as a main research tool. The total number of sent questionnaires was 120; 56 questionnaires were sent back, while 49 of them were valid. It was shown that 42.9% of healthcare institutions apply proactive media approach, and that 35.7% of the organizations have a person who, besides his/her basic engagements, performs activities connected with marketing and public relations. Using Chi-square likelihood ratio test it is confirmed that these activities have a significant role in supporting customer satisfaction program implementation (p < 0.05). The results showed that in 69.4% cases, positive attitude of healthcare institutions managers toward marketing and public relations activities had positive influence on patient satisfaction (p < 0.05). Managers in healthcare sector in Serbia who used proactive approach toward media and who had already institutionalized communication activities with external stakeholders have a positive attitude to implementation of customer satisfaction program. Furthermore, managers' attitude toward communication activities has influence on patient satisfaction.

Hitchhiker capabilities

NASA Technical Reports Server (NTRS)

Goldsmith, Theodore C.

1988-01-01

A carrier system has been developed for economical and quick response flight of small attached payloads on the space shuttle. Hitchhiker can accommodate up to 750 lb of customer payloads in canisters or mounted to an exposed side-mount plate, or up to 1200 lb mounted on a cross-bay structure. The carrier connects to the orbiter's electrical systems and provides up to six customers with standard electrical services including power, real time telemetry and commands. A transparent data and command system concept is employed to allow the customer to easily use his own ground support equipment and personnel to control his payload during integration and flight operations. A general description of the Hitchhiker program and the Shuttle Payload of Opportunity Carrier (SPOC) is given and future enhancements are outlined.

Quality evaluation in health care services based on customer-provider relationships.

PubMed

Eiriz, Vasco; Figueiredo, José António

2005-01-01

To develop a framework for evaluating the quality of Portuguese health care organisations based on the relationship between customers and providers, to define key variables related to the quality of health care services based on a review of the available literature, and to establish a conceptual framework in order to test the framework and variables empirically. Systematic review of the literature. Health care services quality should not be evaluated exclusively by customers. Given the complexity, ambiguity and heterogeneity of health care services, the authors develop a framework for health care evaluation based on the relationship between customers (patients, their relatives and citizens) and providers (managers, doctors, other technical staff and non-technical staff), and considering four quality items (customer service orientation, financial performance, logistical functionality and level of staff competence). This article identifies important changes in the Portuguese health care industry, such as the ownership of health care providers. At the same time, customers are changing their attitudes towards health care, becoming much more concerned and demanding of health services. These changes are forcing Portuguese private and public health care organisations to develop more marketing-oriented services. This article recognises the importance of quality evaluation of health care services as a means of increasing customer satisfaction and organisational efficiency, and develops a framework for health care evaluation based on the relationship between customers and providers.

Notification: Audit of EPA Customer Service Help Desks, Hotlines, and Clearinghouses

EPA Pesticide Factsheets

Project #OA-FY12-0570, November 29, 2012. The EPA Office of Inspector General (OIG) plans to begin the fieldwork phase of our audit of EPA’s customer service help desks, hotlines, and clearinghouses (customer service lines).

48 CFR 1812.7000 - Prohibition on guaranteed customer bases for new commercial space hardware or services.

Code of Federal Regulations, 2010 CFR

2010-10-01

... customer bases for new commercial space hardware or services. 1812.7000 Section 1812.7000 Federal... PLANNING ACQUISITION OF COMMERCIAL ITEMS Commercial Space Hardware or Services 1812.7000 Prohibition on guaranteed customer bases for new commercial space hardware or services. Public Law 102-139, title III...

IDENTITY THEFT SERVICES: Services Offer Some Benefits but Are Limited in Preventing Fraud

DTIC Science & Technology

2017-03-01

representative said that they felt they needed to provide their customers with some benefit and offered the services to give their customers peace of...satisfaction or reassurance. Some companies told us that they offered free identity theft services to give their customers peace of mind or provide...IDENTITY THEFT SERVICES Services Offer Some Benefits but Are Limited in Preventing Fraud Report to Congressional

Comparing hospital staff and patient perceptions of customer service: a pilot study utilizing survey and focus group data.

PubMed

Fottler, Myron D; Dickson, Duncan; Ford, Robert C; Bradley, Kenneth; Johnson, Lee

2006-02-01

The measurement of patient satisfaction is crucial to enhancing customer service and competitive advantage in the health-care industry. While there are numerous approaches to such measurement, this paper provides a case study which compares and contrasts patient and staff perceptions of customer service using both survey and focus group data. Results indicate that there is a high degree of correlation between staff and patient perceptions of customer service based on both survey and focus group data. However, the staff and patient subgroups also provided complementary information regarding patient perceptions of their service experience. Staff members tended to have more negative perceptions of service attributes than did the patients themselves. The focus group results provide complementary information to survey results in terms of greater detail and more managerially relevant information. While these results are derived from a pilot study, they suggest that diversification of data sources beyond patient surveys may enhance the utility of customer service information. If further research can affirm these findings, they create exciting possibilities for gathering valid, reliable and cost-effective customer service information.

The National Map 2.0 Tactical Plan: "Toward the (Integrated) National Map"

USGS Publications Warehouse

Zulick, Carl A.

2008-01-01

The National Map's 2-year goal, as described in this plan, is to provide a range of geospatial products and services that meet the basic goals of the original vision for The National Map while furthering the National Spatial Data Infrastructure that underpins U.S. Geological Survey (USGS) science. To accomplish this goal, the National Geospatial Program (NGP) will acquire, store, maintain, and distribute base map data. The management team for the NGP sets priorities for The National Map in three areas: Data and Products, Services, and Management. Priorities for fiscal years 2008 and 2009 (October 1, 2007 through September 30, 2009), involving the current data inventory, data acquisition, and the integration of data, are (1) incorporating current data from Federal, State, and local organizations into The National Map to the degree possible, given data availability and program resources; (2) collaborating with other USGS programs to incorporate data that support the USGS Science Strategy; (3) supporting the Department of the Interior (DOI) high-priority geospatial information needs; (4) emergency response; (5) homeland security, natural hazards; and (6) graphics products delivery. The management team identified known constraints, enablers, and drivers for the acquisition and integration of data. The NGP management team also identified customer-focused products and services of The National Map. Ongoing planning and management activities direct the development and delivery of these products and services. Management of work flow processes to support The National Map priorities are identified and established through a business-driven prioritization process. This tactical plan is primarily for use as a document to guide The National Map program for the next two fiscal years. The document is available to the public because of widespread interest in The National Map. The USGS collaborates with a broad range of customers and partners who are essential to the success of The National Map, including the science community, State and Federal agencies involved in homeland security, planners and emergency responders at the local level, and private companies. Partner contributions and data remain a primary input and foundation of The National Map. Partnership strategies for each of The National Map's component data themes are outlined in this plan. Because of the importance of The National Map customers, a reassessment of customer needs will be completed during 2008. Results of the assessment will be incorporated into future decisions and priorities. A performance milestone matrix has been developed that contains the full list of milestones, major deliverables, and major tasks. The matrix forms the basis for reporting on accomplishments and issues. However, a number of risks, dependencies, and issues have been identified that could affect meeting milestones in the matrix, such as: the USGS is not the Circular A-16 lead for boundaries, transportation, and structures; availability of sufficient and sustainable funding; availability of Federal workforce and contractors with necessary skills, and numerous competing customer and stakeholder requirements.

Importance/performance analysis: a tool for service quality control by clinical laboratories.

PubMed

Scammon, D L; Weiss, R

1991-01-01

A study of customer satisfaction with clinical laboratory service is used as the basis for identifying potential improvements in service and more effectively targeting marketing activities to enhance customer satisfaction. Data on customer satisfaction are used to determine the aspects of service most critical to customers, how well the organization is doing in delivery of service, and how consistent service delivery is. Importance-performance analysis is used to highlight areas for future resource reallocation and strategic emphasis. Suggestions include the establishment of performance guidelines for customer contact personnel, the enhancement of timely delivery of reports via electronic transmission (computer and fax), and the development of standardized graphics for request and report forms to facilitate identification of appropriate request forms and guide clients to key items of information on reports.

Cost and Business Analysis Module (CABAM). Revision A

NASA Technical Reports Server (NTRS)

Lee, Michael Hosung

1997-01-01

In the recent couple of decades, due to international competition, the US launchers lost a considerable amount of market share in the international space launch industry'. Increased international competition has continuously affected the US dominance to eventually place great pressure on future US space launch programs. To compete for future payload and passenger delivery markets, new launch vehicles must first be capable of reliably reaching a number of desired orbital destinations with customer-desired payload capacities. However, the ultimate success of a new launch vehicle program will depend on the launch price it is capable of offering it's customers. Extremely aggressive pricing strategies will be required for a new domestic launch service to compete with low-price international launchers. Low launch prices, then, naturally require a tight budget for the launch program economy. Therefore, budget constraints established by low-pricing requirements eventually place pressure on new launch vehicles to have unprecedentedly low Life Cycle Costs (LCC's).

76 FR 127 - The Central Valley Project, the California-Oregon Transmission Project, the Pacific Alternating...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-01-03

..., beyond delivered BR, for Full Load Service (FLS) customers and Variable Resource (VR) customers, Western.... FLS and VR customers who contract with Western for such service will pay all SP costs. FLS customers pay a portfolio management charge pursuant to their contract, whereas VR customers pay a scheduling...

Estimation of customer lifetime value of a health insurance with interest rates obeying uniform distribution

NASA Astrophysics Data System (ADS)

Widyawan, A.; Pasaribu, U. S.; Henintyas, Permana, D.

2015-12-01

Nowadays some firms, including insurer firms, think that customer-centric services are better than product-centric ones in terms of marketing. Insurance firms will try to attract as many new customer as possible while maintaining existing customer. This causes the Customer Lifetime Value (CLV) becomes a very important thing. CLV are able to put customer into different segments and calculate the present value of a firm's relationship with its customer. Insurance customer will depend on the last service he or she can get. So if the service is bad now, then customer will not renew his contract though the service is very good at an erlier time. Because of this situation one suitable mathematical model for modeling customer's relationships and calculating their lifetime value is Markov Chain. In addition, the advantages of using Markov Chain Modeling is its high degree of flexibility. In 2000, Pfeifer and Carraway states that Markov Chain Modeling can be used for customer retention situation. In this situation, Markov Chain Modeling requires only two states, which are present customer and former ones. This paper calculates customer lifetime value in an insurance firm with two distinctive interest rates; the constant interest rate and uniform distribution of interest rates. The result shows that loyal customer and the customer who increase their contract value have the highest CLV.

From slogans to strategy: a workable approach to customer satisfaction and retention.

PubMed

Timm, P R

1997-01-01

Too many organizations confuse slogans, good intentions, or mechanical phrases with customer service. Most recognize that the most powerful way to prosper in today's economy is to enhance customer satisfaction and loyalty. But customer service has little to do with mottos, slogans, or mechanical phrases. The real management challenge lies in translating the slogans into employee actions that create customer satisfaction and loyalty--in creating a strategy for ensuring good service intentions and exceptional service results. This article shows a logical, theoretically sound approach to building and implementing what I call an E-Plus Customer Satisfaction strategy. Incidentally, I use the term "customer" throughout this article, but I recognize that we have different terms in various organizations. So feel free to substitute "patient", "guest", "client", or any other synonym. The principles are the same.

[A cross-level analysis of the links between service quality and disconfirmation of expectations and customer satisfaction].

PubMed

Sánchez-Hernández, Rosa M; Martínez-Tur, Vicente; González-Morales, M Gloria; Ramos, José; Peiró, José M

2009-08-01

This article examines links between disconfirmation of expectations and functional and relational service quality perceived by employees and customer satisfaction. A total of 156 employees, who were working in 52 work units, participated in the research study. In addition, 517 customers who were assisted by these work units were surveyed. Using a cross-level approach, we used a random coefficient model to test the aforementioned relationships. A strong relationship between disconfirmation of expectations and customer satisfaction was observed. Also, the results confirmed that functional service quality maintains an additional and significant association with customer satisfaction. In contrast, there were no significant relationships between relational service quality and customer satisfaction. The article concludes with a discussion of these results.

Quality-improvement initiatives focused on enhancing customer service in the outpatient pharmacy.

PubMed

Poulin, Tenley J; Bain, Kevin T; Balderose, Bonnie K

2015-09-01

The development and implementation of quality-improvement initiatives to enhance customer service in an outpatient pharmacy of a Veterans Affairs (VA) medical center are described. Historically low customer service satisfaction rates with the outpatient pharmacy at the Philadelphia Veterans Affairs Medical Center prompted this quality-improvement project. A three-question survey was designed to be easily and quickly administered to veterans in the outpatient pharmacy waiting area. Using 5-point Likert scale, veterans were asked to rate (1) their overall experience with the outpatient pharmacy service and (2) their satisfaction with the customer service provided by the pharmacy department. They were also asked how they thought the pharmacy department could improve its customer service. After receiving feedback from the survey, several quality-improvement initiatives were developed. The initiatives were categorized as environmental, personnel, communicative, and technological. For each initiative, one or more tasks were developed and the initiatives were subsequently implemented over eight months. After each task was completed, veterans were surveyed to measure the impact of the change. A total of 79 veterans were surveyed before the implementation of the quality-improvement initiatives, and 49% and 68% rated their experience with the outpatient pharmacy and customer service favorably, respectively. Twenty-five veterans were surveyed after the implementation of numerous quality-improvement interventions, with 44% and 72% rating their experience with the outpatient pharmacy and customer service favorably. Customer service satisfaction with an outpatient pharmacy service at a VA medical center was enhanced through the implementation of various quality-improvement initiatives. Copyright © 2015 by the American Society of Health-System Pharmacists, Inc. All rights reserved.

A new customer service partnership for hospitals and physicians.

PubMed

Sanford, Kathleen D

2011-12-01

To promote better customer service, clinical and finance leaders should work as partners to: Make customer service as important a goal as clinical quality. Educate staff on better communication with patients and families. Perform a root-cause analysis to identify problem trends.

75 FR 47823 - Agency Information Collection Activities: Submission for OMB Review; Comment Request, OMB No...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-08-09

...-0102; Federal Emergency Management Agency Housing Inspection Services Customer Satisfaction Survey... Emergency Management Agency Housing Inspection Services Customer Satisfaction Survey. SUMMARY: The Federal... Inspection Services Customer Satisfaction Survey. Type of Information Collection: Revision of a currently...

7 CFR 1230.7 - Customs Service.

Code of Federal Regulations, 2010 CFR

2010-01-01

... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs Service. 1230.7 Section 1230.7 Agriculture Regulations of the Department of Agriculture (Continued) AGRICULTURAL MARKETING SERVICE (MARKETING AGREEMENTS... CONSUMER INFORMATION Pork Promotion, Research, and Consumer Information Order Definitions § 1230.7 Customs...

Desert Express: An Analysis on Improved Customer Service

DTIC Science & Technology

1991-09-01

Nt MARQ 3,199 Of. DESERT EXPRESS: AN ANALYSIS ON IMPROVED CUSTOMER SERVICE THESIS Thomas C Thaiheim, Majo-,r USAF AFTT/GLM/LSM,/91S-64 ?Z; W...Astq vt.: tyc a l AFIT/GLM/,LSM/91S-64 DESERT EXPRESS: AN ANALYSIS ON IMPROVED CUSTOMER SERVICE THESIS Thomas C. Thalheim, Major, USAF AFIT/GLM/LSM...91S-64 Approved for public release; distribution unlimited AFIT/GLM/LSM/91S-64 DESERT EXPRESS: AN ANALYSIS ON IMPROVED CUSTOMER SERVICE THESIS

FY 2002 Customer Satisfaction & Top 200 Users Survey Composite Report

DTIC Science & Technology

2002-11-01

Federal Government Benchmark 68.6% 71.1% DTIC Excels by +8.4 +11 *ACSI is the official service quality benchmark for the...care. § The American Customer Satisfaction Index (ACSI), the official service quality benchmark for the Federal Government, is currently 71.1%; DTIC...ACSI is the official service quality benchmark for the Federal GovernmentFig 1FY 20020Comparison of Customer Satisfaction (Customer Care

Economic Analysis of Waterfront Area Services at Naval Station, Long Beach

DTIC Science & Technology

1991-06-01

the Gradall for waterfront area services, would result in improved responsiveness and timely service. Customer satisfaction and overall customer ...overall cost. Hence, both quality and efficiency will improve leading to greater customer satisfaction . 58 VII. RECOMMENDATIONS FOR ACTION RECOMMENDATION 1...prompting the need for improved efficiency. To ensure adequate future support can be provided to its customers , Naval Station Long Beach (Navsta) is

Materials Science Laboratory

NASA Technical Reports Server (NTRS)

Jackson, Dionne

2005-01-01

The NASA Materials Science Laboratory (MSL) provides science and engineering services to NASA and Contractor customers at KSC, including those working for the Space Shuttle. International Space Station. and Launch Services Programs. These services include: (1) Independent/unbiased failure analysis (2) Support to Accident/Mishap Investigation Boards (3) Materials testing and evaluation (4) Materials and Processes (M&P) engineering consultation (5) Metrology (6) Chemical analysis (including ID of unknown materials) (7) Mechanical design and fabrication We provide unique solutions to unusual and urgent problems associated with aerospace flight hardware, ground support equipment and related facilities.

Federal Agency and Federal Library Reports: Library of Congress; Center for the Book; Federal Library and Information Center Committee; National Agricultural Library; National Library of Medicine; United States Government Printing Office; National Technical Information Service; National Archives and Records Administration; National Center for Education Statistics Library Statistics Program; National Commission on Libraries and Information Science; National Library of Education; Educational Resources Information Center.

ERIC Educational Resources Information Center

Fischer, Audrey; Cole, John Y.; Tarr, Susan M.; Carey, Len; Mehnert, Robert; Sherman, Andrew M.; Davis, Linda; Leahy, Debra W.; Chute, Adrienne; Willard, Robert S.; Dunn, Christina

2003-01-01

Includes annual reports from 12 federal agencies and libraries that discuss security, budgets, legislation, digital projects, preservation, government role, information management, personnel changes, collections, databases, financial issues, services, administration, Web sites, access to information, customer service, statistics, international…

Customer Service Analysis of Air Combat Command Vehicle Maintenance Support

DTIC Science & Technology

1993-09-01

the survey, the researchers categorized the services or variables into marketing mix components: product, price, promotion, and customer service...comparing and analyzing the variables identified in the previous three phases to determine a strategic marketing mix (46:9). After analyzing the data...service/physical distribution. Additionally, they found that customer service/physical distribution was an integral component of the marketing mix , and

41 CFR 102-85.190 - Can GSA Rent be adjusted when standard levels of service are performed by other customer agencies?

Code of Federal Regulations, 2010 CFR

2010-07-01

... when standard levels of service are performed by other customer agencies? 102-85.190 Section 102-85.190... perform or contract for such services must be obtained in advance by the customer agency from the... of Service § 102-85.190 Can GSA Rent be adjusted when standard levels of service are performed by...

Measurement framework for product service system performance of generator set distributors

NASA Astrophysics Data System (ADS)

Sofianti, Tanika D.

2017-11-01

Selling Generator Set (Genset) in B2B market, distributors assisted manufacturers to sell products. This is caused by the limited resources owned by the manufacturer for adding service elements. These service elements are needed to enhance the competitiveness of the generator sets. Some genset distributors often sell products together with supports to their customers. Industrial distributor develops services to meet the needs of the customer. Generator set distributors support machines and equipment produced by manufacturer. The services delivered by the distributors could enhance value obtained by the customers from the equipment. Services provided to customers in bidding process, ordering process of the equipment from the manufacturer, equipment delivery, installations, and the after sales stage. This paper promotes framework to measure Product Service System (PSS) of Generator Set distributors in delivering their products and services for the customers. The methodology of conducting this research is by adopting the perspective of the providers and customers and by taking into account the tangible and intangible products. This research leads to the idea of improvement of current Product Service System of a Genset distributor. This research needs further studies in more detailed measures and the implementation of measurement tools.

A Practical Guide for Managing Customer Service in Base Civil Engineering.

DTIC Science & Technology

1988-04-01

IMPROVING CUSTOMER SERVICE IN BASE CIVIL ENGINEERING Step One: Evaluate Present Service Quality .. ......... .11 Step Two: Develop and Clarify a...cross sectional viewpoint. In chapter three, specific steps will be presented for managers to evaluate and improve the present level of service quality in...customer service in base civil engineering or any other organization for that matter is to evaluate the present level of service quality (1:170). Data

Service employees give as they get: internal service as a moderator of the service climate-service outcomes link.

PubMed

Ehrhart, Karen Holcombe; Witt, L A; Schneider, Benjamin; Perry, Sara Jansen

2011-03-01

We lend theoretical insight to the service climate literature by exploring the joint effects of branch service climate and the internal service provided to the branch (the service received from corporate units to support external service delivery) on customer-rated service quality. We hypothesized that service climate is related to service quality most strongly when the internal service quality received is high, providing front-line employees with the capability to deliver what the service climate motivates them to do. We studied 619 employees and 1,973 customers in 36 retail branches of a bank. We aggregated employee perceptions of the internal service quality received from corporate units and the local service climate and external customer perceptions of service quality to the branch level of analysis. Findings were consistent with the hypothesis that high-quality internal service is necessary for branch service climate to yield superior external customer service quality. PsycINFO Database Record (c) 2011 APA, all rights reserved.

48 CFR 52.222-53 - Exemption from Application of the Service Contract Act to Contracts for Certain Services...

Code of Federal Regulations, 2010 CFR

2010-10-01

... offered and sold regularly to non-Governmental customers, and are provided by the Contractor to the... inspection by customers, and states prices at which sales currently, or were last, made to a significant... these employees and for equivalent employees servicing commercial customers. (e)(1) Except for services...

Are You Being Served? Designing the Customer Service Curriculum

ERIC Educational Resources Information Center

Ippoliti, Cinthya

2014-01-01

Customer service is a core component of user experience and an important element in making patrons feel welcomed and valued within our libraries. At the University of Maryland Libraries, we took on the challenging task of creating a customer service training curriculum for all staff working at public service points and offering a digital badge for…

75 FR 17771 - American Recovery and Reinvestment Act of 2009; Notice of Availability of Funds and Solicitation...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-04-07

... offer virtual services to diverse clients and customers, and to assist their customers in making good... comfortable using online services in Year 1; and ii. Customer Service Activities Providing training for their... to use the service, and Category 2 grant recipients are required to train their staff, as well as...

78 FR 36679 - Petitions of Vonage Holdings Corp. and TeleCommunications Systems, Inc. for Limited Waiver...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-06-19

... VoIP services, on a commercial basis to residential and business customers. 2. We grant this waiver...-enabled services, including VoIP services, on a commercial basis to residential and business customers... access to numbers to port up to five percent of their interconnected VoIP service customers as of the...

76 FR 1471 - FY 2010 Annual Compliance Report; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2011-01-10

... issued rules on periodic reporting of service performance measurement and customer satisfaction in FY...-FY10- 29. Id. at 12. Customer satisfaction. The FY 2010 ACR discusses the Postal Service's transition... filing; service performance results; levels of customer satisfaction achieved; progress toward goals...

78 FR 73871 - Agency Information Collection Activities: Proposed Collection; Comment Request; Federal Emergency...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-12-09

...; Federal Emergency Management Agency Housing Inspection Services Customer Satisfaction Survey AGENCY... comments concerning the housing inspection services customer satisfaction survey. DATES: Comments must be... customers to determine the kind and quality of services requested and their level of satisfaction with...

75 FR 3906 - Request for Public Comment: 30-Day Proposed Information Collection: Indian Health Service...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-01-25

... Proposed Information Collection: Indian Health Service Customer Satisfaction Survey AGENCY: Indian Health...: 0917-NEW, ``Indian Health Service Customer Satisfaction Survey.'' Type of Information Collection... Customer Satisfaction Survey.'' Form(s): Tribal Homeowner Survey, Tribal Partner Survey, Annual Operator...

Customer Decision Making in Web Services with an Integrated P6 Model

NASA Astrophysics Data System (ADS)

Sun, Zhaohao; Sun, Junqing; Meredith, Grant

Customer decision making (CDM) is an indispensable factor for web services. This article examines CDM in web services with a novel P6 model, which consists of the 6 Ps: privacy, perception, propensity, preference, personalization and promised experience. This model integrates the existing 6 P elements of marketing mix as the system environment of CDM in web services. The new integrated P6 model deals with the inner world of the customer and incorporates what the customer think during the DM process. The proposed approach will facilitate the research and development of web services and decision support systems.

Challenges in New Service Development and Value Creation through Service

NASA Astrophysics Data System (ADS)

Edvardsson, Bo; Gustafsson, Anders; Enquist, Bo

Many companies are at a crossroad where they try to' stay competitive by creating customer value through service development. This combination produces the prerequisites that are necessary for favorable customer experiences. Our focus is not on issues directly related to the new service development process as such, which has often been the case in the service literature (Gupta and Wilemon 1990; Martin and Home 1993, Martin and Home 1995; Edvardsson et al., 1995, Edvardsson et al., 2000; John and Storey 1998; Scheuing and Johnson 1989; Kelly and Storey 2000). First we focus on challenges in the new business landscape where service competition, IT, and value creation through service, put pressure on companies and markets to develop service offerings preferredby demanding customers. Secondly, we focus on service value creation through favorable customer experiences.

A Correlational Study of How Airline Customer Service and Consumer Perception of Airline Customer Service Affect the Air Rage Phenomenon

NASA Technical Reports Server (NTRS)

Hunter, Joyce A.

2007-01-01

Between 1995 and 2000, customer service declined throughout the airline industry, as reported in February 2001 by the U.S. Department of Transportation (2001). One of the biggest problems today within the airline industry is the constant complaining from customers regarding the deterioraton of service (McCollough, Berry, & Yadav, 2000). Since 1995, unfortunately no airline has been immune from service deterioration, as reported by the Airline Quality Rating, an annual report by two airline industry experts who analyzed Department of Transportation statistics (Harrison & Kleinsasser, 1999). The airline' refusal to recognize the issue of customer service has perpetuated an environment that has become dangerous and detrimental to the traveling public as well as to airline employees, which in turn has fueled a new phenomenon, now referred to as "air rage".

How does a servant leader fuel the service fire? A multilevel model of servant leadership, individual self identity, group competition climate, and customer service performance.

PubMed

Chen, Zhijun; Zhu, Jing; Zhou, Mingjian

2015-03-01

Building on a social identity framework, our cross-level process model explains how a manager's servant leadership affects frontline employees' service performance, measured as service quality, customer-focused citizenship behavior, and customer-oriented prosocial behavior. Among a sample of 238 hairstylists in 30 salons and 470 of their customers, we found that hair stylists' self-identity embedded in the group, namely, self-efficacy and group identification, partially mediated the positive effect of salon managers' servant leadership on stylists' service performance as rated by the customers, after taking into account the positive influence of transformational leadership. Moreover, group competition climate strengthened the positive relationship between self-efficacy and service performance. PsycINFO Database Record (c) 2015 APA, all rights reserved.

Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing.

PubMed

Gong, Shuangping; Dai, Yonghui; Ji, Jun; Wang, Jinzhao; Sun, Hai

2015-01-01

Customer complaint has been the important feedback for modern enterprises to improve their product and service quality as well as the customer's loyalty. As one of the commonly used manners in customer complaint, telephone communication carries rich emotional information of speeches, which provides valuable resources for perceiving the customer's satisfaction and studying the complaint handling skills. This paper studies the characteristics of telephone complaint speeches and proposes an analysis method based on affective computing technology, which can recognize the dynamic changes of customer emotions from the conversations between the service staff and the customer. The recognition process includes speaker recognition, emotional feature parameter extraction, and dynamic emotion recognition. Experimental results show that this method is effective and can reach high recognition rates of happy and angry states. It has been successfully applied to the operation quality and service administration in telecom and Internet service company.

Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing

PubMed Central

Gong, Shuangping; Ji, Jun; Wang, Jinzhao; Sun, Hai

2015-01-01

Customer complaint has been the important feedback for modern enterprises to improve their product and service quality as well as the customer's loyalty. As one of the commonly used manners in customer complaint, telephone communication carries rich emotional information of speeches, which provides valuable resources for perceiving the customer's satisfaction and studying the complaint handling skills. This paper studies the characteristics of telephone complaint speeches and proposes an analysis method based on affective computing technology, which can recognize the dynamic changes of customer emotions from the conversations between the service staff and the customer. The recognition process includes speaker recognition, emotional feature parameter extraction, and dynamic emotion recognition. Experimental results show that this method is effective and can reach high recognition rates of happy and angry states. It has been successfully applied to the operation quality and service administration in telecom and Internet service company. PMID:26633967

49 CFR 192.359 - Customer meter installations: Operating pressure.

Code of Federal Regulations, 2010 CFR

2010-10-01

... 49 Transportation 3 2010-10-01 2010-10-01 false Customer meter installations: Operating pressure... SAFETY TRANSPORTATION OF NATURAL AND OTHER GAS BY PIPELINE: MINIMUM FEDERAL SAFETY STANDARDS Customer Meters, Service Regulators, and Service Lines § 192.359 Customer meter installations: Operating pressure...

The role of reengineering in health care delivery.

PubMed

Boland, P

1996-01-01

Health care reengineering is a powerful methodology that helps organizations reorder priorities, provide more cost-effective care, and increase value to customers. It should be driven by what the customer wants and what the market needs. Systemwide reengineering integrates three levels of activity: managing community and health plan partnerships; consolidating overlapping delivery system functions among participating providers and vendors; and redesigning administrative functions, clinical services, and caregiving programs to improve health status. Reengineering is not a panacea; it is a critical core competency and requisite skill for health care organizations if they are to succeed under managed care in the future.

Achieving Organizational Vision at the DeWitt Army Health Care System Through a Focus on Service Quality.

DTIC Science & Technology

1995-05-01

based upon the variables ’ service quality ’ and ’customer satisfaction.’ Service quality was operationally defined as a gap score by subtracting...regression analysis, a statistically significant relationship was shown to exist: (1) between customer satisfaction and service quality , t(387)=13.566... service quality , customer satisfaction and future choice behavior may assist in preparation for the TRICARE initiative.

Healthscape role towards customer satisfaction in private healthcare.

PubMed

Sahoo, Debajani; Ghosh, Tathagata

2016-07-11

Purpose - The purpose of this paper is to identify the motives that enforce consumers to find out the major determinants that frame healthscape in private healthcare service that leads to their satisfaction in a developing country like India. Design/methodology/approach - The generic motive dimensions are identified using an exploratory factor analysis. Next the reliability and validity of the factors are established followed by regression analysis using SPSS 20.0 s/w. Findings - This paper identifies six healthscape motives in the private healthcare sector named as service personnel conduct and cleanliness, service delivery and facilities, ambience, location and look, appealing decoration, and upgraded safety service, out of which only service delivery, ambience, location, and decorations contribute the most to build customer satisfaction as per their significance value. Research limitations/implications - The various dimensions of healthcare motives should be viewed as the levers of improving hospitals' service quality in the minds of its present and future customers. This finding can offer valuable insight to the forthcoming as well as existing developer who are planning to have their healthcare service presence in India. Practical implications - This study suggests some important strategic guidelines for service positioning and market segmentation of healthcare services as per customer requirements. In the recent past, availing services from hospitals were purely utilitarian in nature. Customers were more inclined to get proper and timely services and cared more about the service quality of the healthcare service provider. Originality/value - This paper is among the few works done on understanding private healthcare service delivery process in India and customer satisfaction level from those Hospitals. This study addresses the gap by identifying a set of dimensions that are relevant to customers for a unique healthcare experience.

76 FR 23109 - Enhancing Airline Passenger Protections

Federal Register 2010, 2011, 2012, 2013, 2014

2011-04-25

... Department; expanding the group of carriers that are required to adopt, follow, and audit customer service... carriers to those required to include their contingency plans and customer service plans on their websites..., and audit customer service plans. The rule also defined chronically delayed flights and deemed them to...

47 CFR 14.3 - Exemption for Customized Equipment or Services.

Code of Federal Regulations, 2012 CFR

2012-10-01

... 47 Telecommunication 1 2012-10-01 2012-10-01 false Exemption for Customized Equipment or Services. 14.3 Section 14.3 Telecommunication FEDERAL COMMUNICATIONS COMMISSION GENERAL ACCESS TO ADVANCED COMMUNICATIONS SERVICES AND EQUIPMENT BY PEOPLE WITH DISABILITIES Scope § 14.3 Exemption for Customized Equipment...

47 CFR 14.3 - Exemption for Customized Equipment or Services.

Code of Federal Regulations, 2014 CFR

2014-10-01

... 47 Telecommunication 1 2014-10-01 2014-10-01 false Exemption for Customized Equipment or Services. 14.3 Section 14.3 Telecommunication FEDERAL COMMUNICATIONS COMMISSION GENERAL ACCESS TO ADVANCED COMMUNICATIONS SERVICES AND EQUIPMENT BY PEOPLE WITH DISABILITIES Scope § 14.3 Exemption for Customized Equipment...

47 CFR 14.3 - Exemption for Customized Equipment or Services.

Code of Federal Regulations, 2013 CFR

2013-10-01

... 47 Telecommunication 1 2013-10-01 2013-10-01 false Exemption for Customized Equipment or Services. 14.3 Section 14.3 Telecommunication FEDERAL COMMUNICATIONS COMMISSION GENERAL ACCESS TO ADVANCED COMMUNICATIONS SERVICES AND EQUIPMENT BY PEOPLE WITH DISABILITIES Scope § 14.3 Exemption for Customized Equipment...

76 FR 9052 - Comment Request for Information Collection for the Unemployment Insurance (UI) Facilitation of...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-02-16

... effectiveness and public accountability by focusing on program results, service quality, and customer satisfaction. Outcome Goal 1.3 in the Department's fiscal year (FY) 2011--2016 Strategic Plan--Help workers who... Measures The UI reemployment GPRA and UI Performs measures are defined as the percentage of all UI...

75 FR 71513 - Senior Community Service Employment Program; Notice of Proposed Rulemaking, Additional Indicator...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-11-23

... to the current measures of employment retention and customer satisfaction. DOL intends for the new...) Retention in unsubsidized employment for 1 year; (2) satisfaction of the participants, employers, and their... unsubsidized employment for 1 year; and (2) the satisfaction of participants, employers and their host agencies...

77 FR 6949 - Tracking and Data Relay Satellite System (TDRSS) Rates for Non-U.S. Government Customers

Federal Register 2010, 2011, 2012, 2013, 2014

2012-02-10

... Space Telescope. A principal advantage of TDRSS is providing communications services, which previously... instead be placed on the Space Communications and Navigation Program (SCaN) Web site and updated... satellites and ground stations used by NASA for space communications near the Earth. The system was designed...

78 FR 2407 - Agency Information Collection Activities: Proposed Collection; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2013-01-11

... Options portion of the Marketplace. These brief surveys, designed to be conducted quarterly, will give CMS... surveys to aid in understanding levels of awareness and customer service needs associated with the Health... programs, we have developed one survey to be administered to individual consumers most likely to use the...

Using Marketing Research Techniques To Improve Quality and Service.

ERIC Educational Resources Information Center

Rahilly, Tony

Marketing in the business world has long used focus group interviews and survey techniques to explore the attitudes, behaviors, and perceptions of their customers. In the college setting, these same techniques are now being used to improve program quality, assess the effectiveness of publications, and explore the image of the college. At Durham…

Outdoor Power Equipment Technician: Apprenticeship Course Outline. Apprenticeship and Industry Training. 5111.1

ERIC Educational Resources Information Center

Alberta Advanced Education and Technology, 2011

2011-01-01

The graduate of the Outdoor Power Equipment Technician apprenticeship program is a certified journeyperson who will be able to: (1) supervise, train and coach apprentices; (2) service, maintain, repair and rebuild outdoor power equipment and outdoor power equipment accessories; (3) communicate clearly with customers, staff, suppliers, as required;…

New Directions in Customer Service. The Right Tool for the Job.

ERIC Educational Resources Information Center

State Univ. of New York, Albany. Rockefeller Coll.

This curriculum was designed to provide 20 hours of training to experienced employees (Certified Nursing Assistants or Home Health Aides) using seven stand-alone modules supported by training process guides. The materials are suitable for workplace literacy programs for adults with low levels of English literacy skills. The curriculum uses a…

9 CFR 203.14 - Statement with respect to advertising allowances and other merchandising payments and services.

Code of Federal Regulations, 2010 CFR

2010-01-01

... inform all its competing customers of the availability of its promotional program. Such notification... packer may place appropriate announcements on product containers or inside thereof with conspicuous notice of such enclosure on the outside. (3) The packer may publish notice of the availability and...

Closing the Gap--Information Systems Curriculum and Changing Global Market

ERIC Educational Resources Information Center

Henson, Kerry; Kamal, Mustafa

2010-01-01

The power of outsourcing basic computing technology such as computer programming, database design, customer service operations and system development, to mention a few have changed the conditions of employment in IT. Many of the projects that went off-shore did not perform well due to failure to consider important factors in business dimensions.

Performance Plan: Progress Report 2nd Quarter Fiscal Year 2000.

ERIC Educational Resources Information Center

Department of Education, Washington, DC. Student Financial Assistance.

This document is progress report on the U.S. Department of Education's Student Financial Assistance (SFA) programs. Regarding its customer satisfaction objective, SFA notes that it looks to private sector leaders in e-commerce and promotes electronic services; offers electronic filing of the Free Application For Student Aid (FAFSA); offers most…

Customized On-site Resource Training Services (CORTS): A Partnership Program.

ERIC Educational Resources Information Center

Macquarie Univ., North Ryde (Australia). Special Education Centre.

In 1983, New Brunswick Community College-Moncton (NBCCM) was awarded funding to establish a Computer Aided Drafting/Manufacturing (CAD/CAM) resource center to train students and assist industry in researching and adopting CAD/CAM technology. However, inherent constraints in industry and the absorption of college resources by in-house training…

Improving Beta Test Evaluation Response Rates: A Meta-Evaluation

ERIC Educational Resources Information Center

Russ-Eft, Darlene; Preskill, Hallie

2005-01-01

This study presents a meta-evaluation of a beta-test of a customer service training program. The initial evaluation showed a low response rate. Therefore, the meta-evaluation focused on issues related to the conduct of the initial evaluation and reasons for nonresponse. The meta-evaluation identified solutions to the nonresponse problem as related…

Recruitment Combined with Retention Strategies Results in Institutional Effectiveness and Student Satisfaction.

ERIC Educational Resources Information Center

Youngman, Curtis

In Winter 1994, the Marketing Department at Salt Lake Community College (SLCC) in Utah implemented an educational marketing plan that incorporated a focus on customer service to improve institutional effectiveness and student satisfaction. The plan includes a retention and recruitment program to strengthen the college's relationship with current…

Re-engineering pre-employment check-up systems: a model for improving health services.

PubMed

Rateb, Said Abdel Hakim; El Nouman, Azza Abdel Razek; Rateb, Moshira Abdel Hakim; Asar, Mohamed Naguib; El Amin, Ayman Mohammed; Gad, Saad abdel Aziz; Mohamed, Mohamed Salah Eldin

2011-01-01

The purpose of this paper is to develop a model for improving health services provided by the pre-employment medical fitness check-up system affiliated to Egypt's Health Insurance Organization (HIO). Operations research, notably system re-engineering, is used in six randomly selected centers and findings before and after re-engineering are compared. The re-engineering model follows a systems approach, focusing on three areas: structure, process and outcome. The model is based on six main components: electronic booking, standardized check-up processes, protected medical documents, advanced archiving through an electronic content management (ECM) system, infrastructure development, and capacity building. The model originates mainly from customer needs and expectations. The centers' monthly customer flow increased significantly after re-engineering. The mean time spent per customer cycle improved after re-engineering--18.3 +/- 5.5 minutes as compared to 48.8 +/- 14.5 minutes before. Appointment delay was also significantly decreased from an average 18 to 6.2 days. Both beneficiaries and service providers were significantly more satisfied with the services after re-engineering. The model proves that re-engineering program costs are exceeded by increased revenue. Re-engineering in this study involved multiple structure and process elements. The literature review did not reveal similar re-engineering healthcare packages. Therefore, each element was compared separately. This model is highly recommended for improving service effectiveness and efficiency. This research is the first in Egypt to apply the re-engineering approach to public health systems. Developing user-friendly models for service improvement is an added value.

The three keys to quality customer service: opening the doors to exceptional performance.

PubMed

Myers, Pennie; Nance, Don W

2002-01-01

Excellence in customer service requires three things. The first is a commitment to a set of principles. These principles reflect beliefs and assumptions that people are valuable and deserve to be treated with dignity and respect. This commitment is expressed to customers by an adherence to six customer-friendly processes and by personnel who possess a high level of skill in the behaviors that make up customer service. When these three requirements are met, laboratorians not only maintain a competitive edge but also fulfill their mission as health-care professionals.

Developing World-Class Customer Service at Navy Field Contracting Activities: An Assessment of the FISC San Diego Regional Contracts Department.

DTIC Science & Technology

1997-06-01

service quality benchmark is determined and then applied to HSC San Diego Regional Contracts Department to assess service ability and identify areas for possible improvement. This assessment process highlights the recent emphasis on improved service quality both in the Federal Government and the private sector. The thesis defines world-class customer service and then describes various aspects of service quality including the customer’s perspective on service, how service is delivered, how to effectively communicate with the

49 CFR 192.357 - Customer meters and regulators: Installation.

Code of Federal Regulations, 2010 CFR

2010-10-01

... 49 Transportation 3 2010-10-01 2010-10-01 false Customer meters and regulators: Installation. 192... SAFETY TRANSPORTATION OF NATURAL AND OTHER GAS BY PIPELINE: MINIMUM FEDERAL SAFETY STANDARDS Customer Meters, Service Regulators, and Service Lines § 192.357 Customer meters and regulators: Installation. (a...

Mining Rare Events Data for Assessing Customer Attrition Risk

NASA Astrophysics Data System (ADS)

Au, Tom; Chin, Meei-Ling Ivy; Ma, Guangqin

Customer attrition refers to the phenomenon whereby a customer leaves a service provider. As competition intensifies, preventing customers from leaving is a major challenge to many businesses such as telecom service providers. Research has shown that retaining existing customers is more profitable than acquiring new customers due primarily to savings on acquisition costs, the higher volume of service consumption, and customer referrals. For a large enterprise, its customer base consists of tens of millions service subscribers, more often the events, such as switching to competitors or canceling services are large in absolute number, but rare in percentage, far less than 5%. Based on a simple random sample, popular statistical procedures, such as logistic regression, tree-based method and neural network, can sharply underestimate the probability of rare events, and often result a null model (no significant predictors). To improve efficiency and accuracy for event probability estimation, a case-based data collection technique is then considered. A case-based sample is formed by taking all available events and a small, but representative fraction of nonevents from a dataset of interest. In this article we showed a consistent prior correction method for events probability estimation and demonstrated the performance of the above data collection techniques in predicting customer attrition with actual telecommunications data.

Better communication makes customer service shine

DOE Office of Scientific and Technical Information (OSTI.GOV)

Singer, S.

1995-01-01

After the terrible winter last year, Robison Oil decided to expand existing telephone equipment to provide the best possible service to our 26,000 customers. We are headquartered in Elmsford, NY, and have branches in Tarrytown and Brewster. Another company, Original Consumer Oil, is headquartered in the Bronx and serves commercial customers in the metropolitan area. Our new expanded communications system gives us shorter customer response time and the ability to resolve customer issues without transferring the customer around like a ping-pong ball. By combining our telephone and computer systems, we have been able to improve customer delivery and service throughmore » faster dispatching. And by using a network of T1 telephone lines between locations with different area codes, we save money on long distance phone charges. We have 12 customer service reps who are a key part of our operation. They enter all service and oil orders as well as handle all billing and credit problems. We wanted a communication system that would help us reduce the response time for customers, as well as let us know how many calls are waiting to be answered. To make their job easier and more productive, especially during the winter months, we upgraded our AT&T System 75 to a Definity G3 System.« less

Customer Service in Ontario's Colleges

ERIC Educational Resources Information Center

Keith, John

2005-01-01

No doubt there are detractors who cringe at the prospect of connecting the term customer service with an institution of higher education. Some may consider the term demeaning. However, given the college funding crisis and current economic climate, a quality customer service strategy is a prudent adjunct to any marketing activity undertaken. It is…

International Variations in Measuring Customer Expectations.

ERIC Educational Resources Information Center

Calvert, Philip J.

2001-01-01

Discussion of customer expectations of library service quality and SERVQUAL as a measurement tool focuses on two studies: one that compared a survey of Chinese university students' expectations of service quality to New Zealand students; and one that investigated national culture as a source of attitudes to customer service. (Author/LRW)

77 FR 49710 - Airworthiness Directives; Sikorsky Aircraft Corporation Helicopters

Federal Register 2010, 2011, 2012, 2013, 2014

2012-08-17

... modifications, installation of a warning relay by following Sikorsky Customer Service Bulletin No. 76- 66-10B... helicopter. Related Service Information We have reviewed the following documents from Sikorsky: Customer... specifies installing an ERB warning relay kit; Customer Service Notice No. 76-113, dated June 1, 1983, which...

77 FR 43369 - Lexisnexis, a Subsidiary of Reed Elsevier Customer Service Department and Fulfillment Department...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-07-24

..., a Subsidiary of Reed Elsevier Customer Service Department and Fulfillment Department, Including On... Including Remote Workers in New York Reporting to Miamisburg, OH; Lexisnexis, a Subsidiary of Reed Elsevier... subsidiary of Reed Elsevier, Inc., Customer Service Department and Fulfillment Department, including on-site...

76 FR 79221 - Penske Logistics, LLC, Customer Service Department General Motors and Tier Finished Goods...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-12-21

..., Customer Service Department General Motors and Tier Finished Goods/Finished Goods Division; a Subsidiary of... Manpower El Paso, TX; Amended Certification Regarding Eligibility To Apply for Worker Adjustment Assistance... should read Penske Logistics, LLC, Customer Service Department, General Motors and Tier Finished Goods...

19 CFR 162.12 - Service of search warrant.

Code of Federal Regulations, 2010 CFR

2010-04-01

... 19 Customs Duties 2 2010-04-01 2010-04-01 false Service of search warrant. 162.12 Section 162.12 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY (CONTINUED) INSPECTION, SEARCH, AND SEIZURE Search Warrants § 162.12 Service of search warrant. A...

75 FR 51867 - Self-Regulatory Organizations; National Securities Clearing Corporation; Order Approving Proposed...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-08-23

... Enhance the Process for Transfers Through the Automated Customer Account Transfer Service August 16, 2010... Transfer Service (``ACATS'') system enables Members to effect automated transfers of customer accounts... transfer services and to effect customer account transfers within specified time frames. \\4\\ CNS is an...

75 FR 38579 - Self-Regulatory Organizations; National Securities Clearing Corporation; Notice of Filing of...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-07-02

... To Enhance the Process for Transfers Through the Automated Customer Account Transfer Service June 25... NSCC's process for transfers through the Automated Customer Account Transfer Service (``ACATS''). II... services and to effect customer account transfers within specified time frames. \\4\\ CNS is an ongoing...

Becoming customer-driven: one health system's story.

PubMed

Bagnell, A

1998-01-01

Market research was done by Crozer-Keystone Health System to better understand the new health care consumer. The information will assist in developing, promoting, and delivering products and services of maximum value to current and prospective consumers. The system is responding by bundling and delivering products and services around consumer-based dimensions, developing new and better ways to improve customer convenience, access, and service. Operationalizing these initiatives for change involves building an information infrastructure of extensive content and customer databases, using new technologies to customize communications and ultimately service components.

Customer service: the new battlefield for market share.

PubMed

Zimmerman, D; Zimmerman, P; Lund, C

1997-10-01

In a survey conducted by the authors of the following article, it was determined that more than 50 percent of employers and managed care companies dropped providers who failed customer service standards. Many employers stated that they changed health plans according to their employees' preferences. Managed care organizations reported that they use the data from customer service surveys to choose providers, facilitate contract negotiations, and determine provider bonuses. Healthcare financial professionals can gain competitive advantages and help secure their organizations' financial future by focusing their resources and attention toward customer service issues.

Research on the construction of three level customer service knowledge graph

NASA Astrophysics Data System (ADS)

Cheng, Shi; Shen, Jiajie; Shi, Quan; Cheng, Xianyi

2017-09-01

With the explosion of knowledge and information of the enterprise and the growing demand for intelligent knowledge management and application and improve business performance the knowledge expression and processing of the enterprise has become a hot topic. Aim at the problems of the electric marketing customer service knowledge map (customer service knowledge map) in building theory and method, electric marketing knowledge map of three levels of customer service was discussed, and realizing knowledge reasoning based on Neo4j, achieve good results in practical application.

Managing hospital quality performance in two related areas: patient care and customer service.

PubMed

Dwore, R B

1993-01-01

The Joint Commission on Accreditation of Healthcare Organization's new emphasis on continuous quality improvement provides hospitals with an opportunity to enhance both customer service as well as patient care. Both are expected by patients and delivered by providers. Patient care is the core product; customer service augments it by adding value and providing the opportunity for a competitive advantage. This article discusses issues for administrators to consider before including customer service as a component of continuous quality improvement and then presents methods for bringing about change.

Research into the influence of internal interdepartmental integration on service innovation and customer loyalty

NASA Astrophysics Data System (ADS)

Huang, Jui-Chan; Wu, Tzu-Jung; Wen, Hao-Ming; Hsin-Fei, Wu; Hairui, Ji

2017-06-01

It is the most important for the company to improve customer value and customer loyalty through service innovation. However, at present, only researches related to organizations or consumer behaviors are conducted, there is rare research into the combination between organization level and consumer behavior, and this research tries to explore this aspect, which is the motivation and contribution of this research. This research aims to explore the relationship between "Interdepartmental Integration", "Service Innovation" and "Customer Loyalty", according to the analysis results, the relationship between "interdepartmental integration and service innovation" and "service innovation and customer loyalty" has a low positive correlation and it reaches significant level; it shows the relationship between "interdepartmental interaction and progressive innovation" and "interdepartmental collaboration and fundamental innovation" is significant.

Complaints as starting point for vicious cycles in customer-employee-interactions.

PubMed

Traut-Mattausch, Eva; Wagner, Sara; Pollatos, Olga; Jonas, Eva

2015-01-01

A ring-model of vicious cycles in customer-employee-interaction is proposed: service employees perceive complaints as a threat to their self-esteem resulting in defense responses such as an increased need for cognitive closure, a devaluation of the customer and their information and degrading service behavior. Confronted with such degrading service behavior, customers react defensively as well, by devaluing the employee for example with regard to his/her competence and by reducing repurchase and positive word-of-mouth (WOM). Three studies investigated each link in this ring-model. In study 1, participants were confronted with an aggressive or neutral customer complaint. Results show that motivated closed-mindedness (one aspect of the need for cognitive closure) increases after an aggressive complaint leading to a devaluation of the customer and their information, and in turn to a degrading service reaction. In study 2, participants were confronted with a degrading or favorable service reaction. Results show that they devaluate the employees' competence after receiving a degrading service reaction and thus reduce their intention to repurchase. In study 3, we finally examined our predictions investigating real customer-employee-interactions: we analyzed data from an evaluation study in which mystery callers tested the service hotline of an airline. Results show that the employees' competence is devaluated after degrading behavior and thus reduces positive WOM.

How rude! Emotional labor as a mediator between customer incivility and employee outcomes.

PubMed

Sliter, Michael; Jex, Steve; Wolford, Katherine; McInnerney, Joanne

2010-10-01

Because of the large number of people employed in service occupations, customer incivility has become an increasingly prevalent and important workplace stressor. Unfortunately, relatively little research has examined the effects of customer incivility; of the research that does exist, virtually all of it has focused solely on employee mental health outcomes. The present study was designed to replicate previous research linking customer incivility to the emotional exhaustion dimension of burnout and to expand on previous research by examining the effects of customer incivility on customer service quality. In addition, two models were proposed and tested in which emotional labor mediated the relationship between customer incivility and outcomes. Data from 120 bank tellers revealed that customer incivility was positively related to emotional exhaustion and negatively related to customer service performance. In addition, both proposed models were supported. Theoretical and practical implications of the findings and future directions are discussed. © 2010 APA, all rights reserved.

Exploring the impact of customer relational benefit on relationship commitment in health service sectors.

PubMed

Weng, Rhay-Hung; Huang, Jin-An; Huang, Ching-Yuan; Huang, Shih-Chang

2010-01-01

An increasing number of health service sectors have begun to implement relationship marketing to try to establish long-term relationship with customers. Customer relational benefit has been an important subject for relationship marketing researchers. This study was conducted to investigate how customer relational benefit might influence relationship commitment in health service sectors. The research used a questionnaire survey that retrieved a total number of 403 valid questionnaires. The data were collected by way of personal visits and investigations of outpatients in three regional hospitals in Taiwan. After the reliability and the validity of the questionnaire sample were examined, the data were verified by using hierarchical regression analysis. Results showed that confidence benefit constituted the most pronounced factor for hospital customers. Confidence benefit, social benefit, and special treatment benefit were perceived by customers as the key factors that have a positive influence on relationship commitment. In particular, customers placing greater emphasis on confidence benefit tended to be less willing to establish relationship commitment. When health service managers develop marketing strategies using customer relational benefit, they will still need to enhance customer confidence benefit as one of the main ways of achieving future improvements. In the event where health service managers seek to install resources for establishing and maintaining a good relationship commitment with customers, the crucial factors of social and special treatment benefits should not be ignored when seeking to enhance the customers' perception of confidence benefit.

Loyalty-based management.

PubMed

Reichheld, F F

1993-01-01

Despite a flurry of activities aimed at serving customers better, few companies have systematically revamped their operations with customer loyalty in mind. Instead, most have adopted improvement programs ad hoc, and paybacks haven't materialized. Building a highly loyal customer base must be integral to a company's basic business strategy. Loyalty leaders like MBNA credit cards are successful because they have designed their entire business systems around customer loyalty--a self-reinforcing system in which the company delivers superior value consistently and reinvents cash flows to find and keep high-quality customers and employees. The economic benefits of high customer loyalty are measurable. When a company consistently delivers superior value and wins customer loyalty, market share and revenues go up, and the cost of acquiring new customers goes down. The better economics mean the company can pay workers better, which sets off a whole chain of events. Increased pay boosts employee moral and commitment; as employees stay longer, their productivity goes up and training costs fall; employees' overall job satisfaction, combined with their experience, helps them serve customers better; and customers are then more inclined to stay loyal to the company. Finally, as the best customers and employees become part of the loyalty-based system, competitors are left to survive with less desirable customers and less talented employees. To compete on loyalty, a company must understand the relationships between customer retention and the other parts of the business--and be able to quantify the linkages between loyalty and profits. It involves rethinking and aligning four important aspects of the business: customers, product/service offering, employees, and measurement systems.

REGIONAL COORDINATION OF NOAA/NATIONAL WEATHER SERVICE CLIMATE SERVICES IN THE WEST (Invited)

NASA Astrophysics Data System (ADS)

Bair, A.

2009-12-01

The climate services program is an important component in the National Weather Service’s (NWS) mission, and is one of the National Oceanic and Atmospheric Administration’s (NOAA) top five priorities. The Western Region NWS started building a regional and local climate services program in late 2001, with input from local NWS offices and key partners. The original goals of the Western Region climate services program were to strive to provide climate services that were useful, easily accessible, well understood, coordinated and supported by partners, and reflect customer needs. While the program has evolved, and lessons have been learned, these goals are still guiding the program. Regional and local level Climate Services are a fundamental part of NOAA/NWS’s current and future role in providing climate services. There is an ever growing demand for climate information and services to aid the public in decision-making and no single entity alone can provide the range of information and services needed. Coordination and building strong partnerships at the local and regional levels is the key to providing optimal climate services. Over the past 8 years, Western Region NWS has embarked on numerous coordination efforts to build the regional and local climate services programs, such as: collaboration (both internally and externally to NOAA) meetings and projects, internal staff training, surveys, and outreach efforts. In order to gain regional and local buy-in from the NWS staff, multiple committees were utilized to plan and develop goals and structure for the program. While the regional and local climate services program in the NWS Western Region has had many successes, there have been several important lessons learned from efforts that have not been as successful. These lessons, along with past experience, close coordination with partners, and the need to constantly improve/change the program as the climate changes, form the basis for future program development and goals.

Time Dependent Heterogeneous Vehicle Routing Problem for Catering Service Delivery Problem

NASA Astrophysics Data System (ADS)

Azis, Zainal; Mawengkang, Herman

2017-09-01

The heterogeneous vehicle routing problem (HVRP) is a variant of vehicle routing problem (VRP) which describes various types of vehicles with different capacity to serve a set of customers with known geographical locations. This paper considers the optimal service deliveries of meals of a catering company located in Medan City, Indonesia. Due to the road condition as well as traffic, it is necessary for the company to use different type of vehicle to fulfill customers demand in time. The HVRP incorporates time dependency of travel times on the particular time of the day. The objective is to minimize the sum of the costs of travelling and elapsed time over the planning horizon. The problem can be modeled as a linear mixed integer program and we address a feasible neighbourhood search approach to solve the problem.

Resource-saving accommodation of the enterprises of service for travelling by car in the context of sustainable development of territories

NASA Astrophysics Data System (ADS)

Popov, Vyacheslav; Ermakov, Alexander; Mukhamedzhanova, Olga

2017-10-01

Sustainable development of trailering in Russia needs energy efficient and environmentally safe localization of the providing infrastructure which includes customer services, such as enterprises of hospitality (campings). Their rational placement minimizes the fuel consumption by vehicles, but also emissions of harmful substances into the atmosphere. The article presents rational localization of the sites for the construction of such enterprises using the MATLAB program. The program provides several levels of the task solution: from the total characteristic of the territory (the head interface) to the analysis of the possibility of forwarding charges on visit of the enterprises of car service (petrol station, automobile spare parts shops, car repair enterprises, cafe, campings and so on). The program offered implementation of the optimization by the criterion of decrease in energy costs allows to establish the preferable fields of their rational localization.

31 CFR 1024.220 - Customer identification programs for mutual funds.

Code of Federal Regulations, 2011 CFR

2011-07-01

... mutual funds. 1024.220 Section 1024.220 Money and Finance: Treasury Regulations Relating to Money and... FUNDS Programs § 1024.220 Customer identification programs for mutual funds. (a) Customer identification program: minimum requirements—(1) In general. A mutual fund must implement a written Customer...

Systems configured to distribute a telephone call, communication systems, communication methods and methods of routing a telephone call to a service representative

DOEpatents

Harris, Scott H.; Johnson, Joel A.; Neiswanger, Jeffery R.; Twitchell, Kevin E.

2004-03-09

The present invention includes systems configured to distribute a telephone call, communication systems, communication methods and methods of routing a telephone call to a customer service representative. In one embodiment of the invention, a system configured to distribute a telephone call within a network includes a distributor adapted to connect with a telephone system, the distributor being configured to connect a telephone call using the telephone system and output the telephone call and associated data of the telephone call; and a plurality of customer service representative terminals connected with the distributor and a selected customer service representative terminal being configured to receive the telephone call and the associated data, the distributor and the selected customer service representative terminal being configured to synchronize, application of the telephone call and associated data from the distributor to the selected customer service representative terminal.

76 FR 55362 - Proposed Information Collection; Comment Request; NOAA Customer Surveys

Federal Register 2010, 2011, 2012, 2013, 2014

2011-09-07

... Collection; Comment Request; NOAA Customer Surveys AGENCY: National Oceanic and Atmospheric Administration... contained in the OMB Resource Manual for Customer Surveys. In accordance with Executive Order 12862, the... gather customer feedback on services and/or products, which can be used in planning for service/product...

Measuring and improving customer satisfaction with government services

Treesearch

Glen D. Alexander

1995-01-01

Two years ago, Ohio State Park developed a methodology of measuring customer satisfaction, to gauge the effectiveness of our customer service. What follows is a discussion of our installation of systems to measure and improve customer satisfaction, the interpretation of the data, and the positive results we have enjoyed.

Managers' perceptions of customers' satisfactions with their hospital cafeteria services.

PubMed

Johnston, C M; Upton, E M

1991-01-01

It is important that hospital cafeterias deliver products that create customer satisfaction so that financial objectives are met. An exploratory descriptive survey of 12 selected hospital cafeterias used a self-administered questionnaire to determine how satisfied customers were with services provided. It also asked cafeteria managers to give their perceptions of their customers' relative satisfaction/dissatisfaction with the service. Principal components analysis, followed by varimax rotation, identified four underlying constructs of the 15 pre-selected foodservice characteristics used to measure relative satisfaction. A multiple regression model, controlling for country, hospital size and customer demographics, in which the dependent variable was overall rating, found that the independent variables, the underlying rating constructs--food and service--made a much greater impact on overall rating than environment and accessibility. Most cafeteria managers' predictions about their customers' satisfaction were within two standard deviations of their customers' mean scores of satisfaction. While the managers' close association with their service may have accounted for this, it does not necessarily follow that they have the power to implement policy and product improvements.

Effects of an Integrated Care System on quality of care and satisfaction for children with special health care needs.

PubMed

Knapp, Caprice; Madden, Vanessa; Sloyer, Phyllis; Shenkman, Elizabeth

2012-04-01

To assess the effects of an Integrated Care System (ICS) on parent-reported quality of care and satisfaction for Children with Special Health Care Needs (CSHCN). In 2006 Florida reformed its Medicaid program in Broward and Duval counties. Children's Medical Services Network (CMSN) chose to participate in the reform and developed an ICS for CSHCN. The ICS ushered in several changes such as more prior approval requirements and closing of the provider network. Telephone surveys were conducted with CMSN parents whose children reside in the reform counties and parents whose children reside outside of the reform counties in 2006 and 2007 (n = 1,727). Results from multivariate quasi-experimental models show that one component of parent-report quality of care, customer service, increased. Following implementation of the ICS, customer service increased by 0.22 points. After implementation of the ICS, parent-reported quality and satisfaction were generally unaffected. Although significant increases were not seen in the majority of the quality and satisfaction domains, it is nonetheless encouraging that parents did not report negative experiences with the ICS. It is important to present these interim findings so that progress can be monitored and decision-makers can begin to consider if the program should be expanded statewide.

Linking service quality, customer satisfaction, and behavioral intention.

PubMed

Woodside, A G; Frey, L L; Daly, R T

1989-12-01

Based on the service quality and script theory literature, a framework of relationships among service quality, customer satisfaction, and behavioral intention for service purchases is proposed. Specific models are developed from the general framework and the models are applied and tested for the highly complex and divergent consumer service of overnight hospital care. Service quality, customer satisfaction, and behavioral intention data were collected from recent patients of two hospitals. The findings support the specific models and general framework. Implications for theory, service marketing, and future research are discussed.

Payload accommodations. Avionics payload support architecture

NASA Technical Reports Server (NTRS)

Creasy, Susan L.; Levy, C. D.

1990-01-01

Concepts for vehicle and payload avionics architectures for future NASA programs, including the Assured Shuttle Access program, Space Station Freedom (SSF), Shuttle-C, Advanced Manned Launch System (AMLS), and the Lunar/Mars programs are discussed. Emphasis is on the potential available to increase payload services which will be required in the future, while decreasing the operational cost/complexity by utilizing state of the art advanced avionics systems and a distributed processing architecture. Also addressed are the trade studies required to determine the optimal degree of vehicle (NASA) to payload (customer) separation and the ramifications of these decisions.

Analysis of NPS Contracting Service Quality

DTIC Science & Technology

2014-12-01

customer expectations is what they “hear from other customers ” or word of mouth communications (Zeithaml et al., 1990). The second factor... satisfaction and customer satisfaction (Hallowell et al., 1996). If a service quality gap exists between the provider and the customer , that gap could...identify a problem with provider job satisfaction , customer satisfaction , or both. In turn, by identifying potential problems in these areas, it could

The Process of Becoming an Embedded Curriculum Librarian in Multiple Health Sciences Programs.

PubMed

Wilson, Gwen

2015-01-01

Higher education is moving to offer more fully online programs, and the health science fields are no different. These programs are either hybrid or completely online. It is up to the health sciences librarian to adapt services offered by the academic library to these types of courses. This column discusses the multiple ways a librarian can be an embedded librarian in a course using a learning management system (LMS). The process of creating a customized embedded librarian program, results, and lessons learned from the different embedded librarian roles are also discussed.

Development of a Suitable Survey Instrument To Identify Causes Behind High Turnover Rates within the 0301 Series in the Communications Electronics Command

DTIC Science & Technology

2017-09-01

2008, the intern training program did not offer specialized training to interns hired under series 1101 (see Figure 1). The program provided...MMS interns (Logistics and Readiness Center [LRC], 2010-b, p. 5) (see Appendix B). This training offered 1101 interns suitable specialized LDS...level in place of the former Directorates of Logistics. ILSC customers should see seamless continuity of cutting edge logistics services . (Egolf

A study on M/G/1 retrial G - queue with two phases of service, immediate feedback and working vacations

NASA Astrophysics Data System (ADS)

Varalakshmi, M.; Chandrasekaran, V. M.; Saravanarajan, M. C.

2017-11-01

In this paper, we discuss about the steady state behaviour of M/G/1 retrial queueing system with two phases of services and immediate feedbacks under working vacation policy where the regular busy server is affected due to the arrival of negative customers. Upon arrival if the customer finds the server busy, breakdown or on working vacation it enters an orbit; otherwise the customer enters into the service area immediately. After service completion, the customer is allowed to make finite number of immediate feedback. The feedback service also consists of two phases. At the service completion epoch of a positive customer, if the orbit is empty the server goes for a working vacation. The server works at a lower service rate during working vacation (WV) period. Using the supplementary variable technique, we found out the steady state probability generating function for the system and in orbit. System performance measures and reliability measures are discussed. Finally, some numerical examples are presented to validate the analyticalresults.

Effect of E-Service Quality on Customer Online Repurchase Intentions

ERIC Educational Resources Information Center

Liu, Tung-Hsuan

2012-01-01

In the early years of online retailing, having an online presence and low prices were believed to be key drivers of success. More recently, electronic service quality has become essential as an online marketing strategy. Online stores provide higher service quality to create online customer loyalty, improve customer satisfaction, and keep a…

Customer service and overall satisfaction with angling experiences

Treesearch

Thomas D. Wickham; Alan R. Graefe; Robert C. Burns

2003-01-01

This study explores the relationship between individual customer service items and satisfaction with facilities, services, information, recreation experience and overall quality of fishing for a diverse group of anglers at lakes in the New England region. Recent attention to customers and their experiences and attitudes has increased the interest of, both managers and...

22 CFR 61.8 - Coordination with United States Customs Service.

Code of Federal Regulations, 2013 CFR

2013-04-01

... 22 Foreign Relations 1 2013-04-01 2013-04-01 false Coordination with United States Customs Service. 61.8 Section 61.8 Foreign Relations DEPARTMENT OF STATE PUBLIC DIPLOMACY AND EXCHANGES WORLD-WIDE FREE FLOW OF AUDIO-VISUAL MATERIALS § 61.8 Coordination with United States Customs Service. (a) Nothing...

22 CFR 61.8 - Coordination with United States Customs Service.

Code of Federal Regulations, 2014 CFR

2014-04-01

... 22 Foreign Relations 1 2014-04-01 2014-04-01 false Coordination with United States Customs Service. 61.8 Section 61.8 Foreign Relations DEPARTMENT OF STATE PUBLIC DIPLOMACY AND EXCHANGES WORLD-WIDE FREE FLOW OF AUDIO-VISUAL MATERIALS § 61.8 Coordination with United States Customs Service. (a) Nothing...

22 CFR 61.8 - Coordination with United States Customs Service.

Code of Federal Regulations, 2012 CFR

2012-04-01

... 22 Foreign Relations 1 2012-04-01 2012-04-01 false Coordination with United States Customs Service. 61.8 Section 61.8 Foreign Relations DEPARTMENT OF STATE PUBLIC DIPLOMACY AND EXCHANGES WORLD-WIDE FREE FLOW OF AUDIO-VISUAL MATERIALS § 61.8 Coordination with United States Customs Service. (a) Nothing...

77 FR 43071 - MPS Customer Group v. Maine Public Service Company; Notice of Complaint

Federal Register 2010, 2011, 2012, 2013, 2014

2012-07-23

... DEPARTMENT OF ENERGY Federal Energy Regulatory Commission [Docket No. EL12-84-000] MPS Customer Group v. Maine Public Service Company; Notice of Complaint Take notice that on July 13, 2012, pursuant..., MPS Customer Group (Complainant) filed a formal complaint against Maine Public Service Company (MPS or...

76 FR 26779 - Self-Regulatory Organizations; Financial Industry Regulatory Authority, Inc.; Notice of Filing of...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-05-09

... customer, to provide a written statement to the customer describing the types of accounts and services it... otherwise owes to retail customers. See Regulatory Notice 10-54 (October 2010) (Disclosure of Services... charges and service fees disclosed in the prospectus fee tables of investment [[Page 26780

Saying What We Will Do, and Doing What We Say: Implementing a Customer Service Plan.

ERIC Educational Resources Information Center

Wehmeyer, Susan; And Others

1996-01-01

Contends that the corporate literature on customer service is significantly applicable to academic libraries, and chronicles the development, implementation, and evaluation of a customer pledge at the Wright State University Libraries in Dayton, Ohio. The text of the fall 1995 version of the service pledge is appended. (BEW)

Rethinking Customer Service Training: A Curricular Solution to a Familiar Problem

ERIC Educational Resources Information Center

Epps, Sharon K.; Kidd, Judith; Negro, Toni; Sayles, Sheridan L.

2016-01-01

High-quality customer service is an important aim of the library experience. Its importance is evidenced by attention given to the topic in scholarly literature and academic conference proceedings. This article describes the challenging process of creating and delivering a blended customer service training curriculum to all library staff working…

22 CFR 61.8 - Coordination with United States Customs Service.

Code of Federal Regulations, 2011 CFR

2011-04-01

... 22 Foreign Relations 1 2011-04-01 2011-04-01 false Coordination with United States Customs Service. 61.8 Section 61.8 Foreign Relations DEPARTMENT OF STATE PUBLIC DIPLOMACY AND EXCHANGES WORLD-WIDE FREE FLOW OF AUDIO-VISUAL MATERIALS § 61.8 Coordination with United States Customs Service. (a) Nothing...

75 FR 20427 - Agency Information Collection (Insurance Surveys) Activities Under OMB Review

Federal Register 2010, 2011, 2012, 2013, 2014

2010-04-19

... to determine the kind and quality of services they want and their level of satisfaction with existing service. Customer satisfaction surveys are used to gauge customer perceptions of VA services as well as customer expectations and desires. An agency may not conduct or sponsor, and a person is not required to...

75 FR 54184 - Notice of Determinations Regarding Eligibility to Apply for Worker Adjustment Assistance

Federal Register 2010, 2011, 2012, 2013, 2014

2010-09-03

... and March 8, 2009. Customer Service Lowell, AR. Department. 73,676B Apria Healthcare, Bullhead City and March 8, 2009. Customer Service Other Cities, AZ. Department. 73,676C Apria Healthcare, Lancaster and Other March 8, 2009. Customer Service Cities, CA. Department. 73,676D Apria Healthcare, Durango...

76 FR 19473 - Chrysler Financial Services Americas, LLC, a Subsidiary of FinCo Intermediate Holding Co., LLC...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-04-07

... Services Americas, LLC, a Subsidiary of FinCo Intermediate Holding Co., LLC, Troy Customer Contact Center... Co., LLC, Troy Customer Contact Center, Troy, Michigan (subject firm). The Department's Notice was... Services Americas, LLC, a subsidiary of FinCo Intermediate Holding Co., LLC, Troy Customer Contact Center...

22 CFR 61.8 - Coordination with United States Customs Service.

Code of Federal Regulations, 2010 CFR

2010-04-01

... 22 Foreign Relations 1 2010-04-01 2010-04-01 false Coordination with United States Customs Service. 61.8 Section 61.8 Foreign Relations DEPARTMENT OF STATE PUBLIC DIPLOMACY AND EXCHANGES WORLD-WIDE FREE FLOW OF AUDIO-VISUAL MATERIALS § 61.8 Coordination with United States Customs Service. (a) Nothing...

Can't get it out of my mind: employee rumination after customer mistreatment and negative mood in the next morning.

PubMed

Wang, Mo; Liu, Songqi; Liao, Hui; Gong, Yaping; Kammeyer-Mueller, John; Shi, Junqi

2013-11-01

Drawing on cognitive rumination theories and conceptualizing customer service interaction as a goal attainment situation for service employees, the current study examined employee rumination about negative service encounters as an intermediate cognitive process that explains the within-person fluctuations in negative emotional reactions resulting from customer mistreatment. Multilevel analyses of 149 call-center employees' 1,189 daily surveys revealed that on days that a service employee received more (vs. less) customer mistreatment, he or she ruminated more (vs. less) at night about negative encounters with customers, which in turn led to higher (vs. lower) levels of negative mood experienced in the next morning. In addition, service rule commitment and perceived organizational support moderated the within-person effect of customer mistreatment on rumination, such that this effect was stronger among those who had higher (vs. lower) levels of service rule commitment but weaker among those who had higher (vs. lower) levels of perceived organizational support. Theoretical and practical implications of these findings are discussed. (c) 2013 APA, all rights reserved.

Measuring patient satisfaction.

PubMed

Levin, Roger

2005-03-01

Many businesses use customer satisfaction surveys successfully. You may notice that you find one in almost every restaurant or hotel room. I do not think it is a coincidence that the hotel industry provides some of the finest customer service available. When it comes to providing excellent customer service, dental practices can learn from businesses that regularly assess customer satisfaction.

76 FR 34177 - Privacy Act of 1974: Implementation of Exemptions; U.S. Citizenship and Immigration Services...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-06-13

... and Customs Enforcement, Customs and Border Protection--001 Alien File, Index, and National File... Services, Immigration and Customs Enforcement, and Customs and Border Protection--001 Alien File, Index... border protection processes. The Alien File (A-File), Index, and National File Tracking System of Records...

An integrative fuzzy Kansei engineering and Kano model for logistics services

NASA Astrophysics Data System (ADS)

Hartono, M.; Chuan, T. K.; Prayogo, D. N.; Santoso, A.

2017-11-01

Nowadays, customer emotional needs (known as Kansei) in product and especially in services become a major concern. One of the emerging services is the logistics services. In obtaining a global competitive advantage, logistics services should understand and satisfy their customer affective impressions (Kansei). How to capture, model and analyze the customer emotions has been well structured by Kansei Engineering, equipped with Kano model to strengthen its methodology. However, its methodology lacks of the dynamics of customer perception. More specifically, there is a criticism of perceived scores on user preferences, in both perceived service quality and Kansei response, whether they represent an exact numerical value. Thus, this paper is proposed to discuss an approach of fuzzy Kansei in logistics service experiences. A case study in IT-based logistics services involving 100 subjects has been conducted. Its findings including the service gaps accompanied with prioritized improvement initiatives are discussed.

Service quality in community pharmacy: an exploration of determinants.

PubMed

White, Lesley; Klinner, Christiane

2012-01-01

Although various instruments have been developed to measure customer satisfaction with community pharmacy services, there is limited research regarding pharmacy staffs' understanding of service quality and its determinants. This study aimed to explore the perceptions of pharmacy staff regarding the factors that constitute a high level of service quality using the service quality determinants proposed by the Conceptual Model of Service Quality. Structured interviews were conducted with 27 pharmacy assistants and 6 pharmacists in 3 community pharmacies in Sydney. The interview questions focused on the participants' perceptions of consumer expectations, the translation of these perceptions into service quality specifications, the actual service delivery, and the communication to customers. From the pharmacy staff perspective, service quality is significantly limited by insufficient internal communication and control processes that impede role clarity and the resolution of conflicting role expectations among customer service personnel. Participants indicated that these problems could be alleviated through the implementation of more transparent, realistic, measurable, and accepted quality specifications by pharmacy management. The study indicates that the extent to which pharmacy management sets, maintains, and communicates service quality specifications to staff directly affects role clarity, role conflict, and organizational commitment among customer service staff, which in turn directly influence the level of service quality provided to the customers. Copyright © 2012 Elsevier Inc. All rights reserved.

Insurance coverage of customers induces dishonesty of sellers in markets for credence goods.

PubMed

Kerschbamer, Rudolf; Neururer, Daniel; Sutter, Matthias

2016-07-05

Honesty is a fundamental pillar for cooperation in human societies and thus for their economic welfare. However, humans do not always act in an honest way. Here, we examine how insurance coverage affects the degree of honesty in credence goods markets. Such markets are plagued by strong incentives for fraudulent behavior of sellers, resulting in estimated annual costs of billions of dollars to customers and the society as a whole. Prime examples of credence goods are all kinds of repair services, the provision of medical treatments, the sale of software programs, and the provision of taxi rides in unfamiliar cities. We examine in a natural field experiment how computer repair shops take advantage of customers' insurance for repair costs. In a control treatment, the average repair price is about EUR 70, whereas the repair bill increases by more than 80% when the service provider is informed that an insurance would reimburse the bill. Our design allows decomposing the sources of this economically impressive difference, showing that it is mainly due to the overprovision of parts and overcharging of working time. A survey among repair shops shows that the higher bills are mainly ascribed to insured customers being less likely to be concerned about minimizing costs because a third party (the insurer) pays the bill. Overall, our results strongly suggest that insurance coverage greatly increases the extent of dishonesty in important sectors of the economy with potentially huge costs to customers and whole economies.

Improving customer service. It's not just what's in the box.

PubMed

Redling, Robert

2003-08-01

Patient satisfaction scores can plummet when medical emergencies throw schedules into disarray or a receptionist ignores a patient at the front desk. Patients' expectations of good customer service have been shaped by technological conveniences and the concerted efforts of retailers, restaurants and other service providers. Physician leaders and administrators can improve customer service by paying more attention to organizational culture, physician behavior, staff incentives, hiring practices and team-building.

How the Kano model contributes to Kansei engineering in services.

PubMed

Hartono, Markus; Chuan, Tan Kay

2011-11-01

Recent studies show that products and services hold great appeal if they are attractively designed to elicit emotional feelings from customers. Kansei engineering (KE) has good potential to provide a competitive advantage to those able to read and translate customer affect and emotion in actual product and services. This study introduces an integrative framework of the Kano model and KE, applied to services. The Kano model was used and inserted into KE to exhibit the relationship between service attribute performance and customer emotional response. Essentially, the Kano model categorises service attribute quality into three major groups (must-be [M], one-dimensional [O] and attractive [A]). The findings of a case study that involved 100 tourists who stayed in luxury 4- and 5-star hotels are presented. As a practical matter, this research provides insight on which service attributes deserve more attention with regard to their significant impact on customer emotional needs. STATEMENT OF RELEVANCE: Apart from cognitive evaluation, emotions and hedonism play a big role in service encounters. Through a focus on delighting qualities of service attributes, this research enables service providers and managers to establish the extent to which they prioritise their improvement efforts and to always satisfy their customer emotions beyond expectation.

Factor selection for service quality evaluation: a hospital case study.

PubMed

Ameryoun, Ahmad; Najafi, Seyedvahid; Nejati-Zarnaqi, Bayram; Khalilifar, Seyed Omid; Ajam, Mahdi; Ansarimoghadam, Ahmad

2017-02-13

Purpose The purpose of this paper is to develop a systematic approach to predict service quality dimension's influence on service quality using a novel analysis based on data envelopment and SERVQUAL. Design/methodology/approach To assess hospital service quality in Tehran, expectation and perception of those who received the services were evaluated using SERVQUAL. The hospital service quality dimensions were found by exploratory factor analysis (EFA). To compare customer expectation and perception, perceived service quality index (PSQI) was measured using a new method based on common weights. A novel sensitivity approach was used to test the service quality factor's impact on the PSQI. Findings A new service quality dimension named "trust in services" was found using EFA, which is not an original SERVQUAL factor. The approach was applied to assess the hospital's service quality. Since the PSQI value was 0.76 it showed that improvements are needed to meet customer expectations. The results showed the factor order that affect PSQI. "Trust in services" has the strongest influence on PSQI followed by "tangibles," "assurance," "empathy," and "responsiveness," respectively. Practical implications This work gives managers insight into service quality by following a systematic method; i.e., measuring perceived service quality from the customer viewpoint and service factors' impact on customer perception. Originality/value The procedure helps managers to select the required service quality dimensions which need improvement and predict their effects on customer perception.

The effects of temperature on service employees' customer orientation: an experimental approach.

PubMed

Kolb, Peter; Gockel, Christine; Werth, Lioba

2012-01-01

Numerous studies have demonstrated how temperature can affect perceptual, cognitive and psychomotor performance (e.g. Hancock, P.A., Ross, J., and Szalma, J., 2007. A meta-analysis of performance response under thermal stressors. Human Factors: The Journal of the Human Factors and Ergonomics Society, 49 (5), 851-877). We extend this research to interpersonal aspects of performance, namely service employees' and salespeople's customer orientation. We combine ergonomics with recent research on social cognition linking physical with interpersonal warmth/coldness. In Experiment 1, a scenario study in the lab, we demonstrate that student participants in rooms with a low temperature showed more customer-oriented behaviour and gave higher customer discounts than participants in rooms with a high temperature - even in zones of thermal comfort. In Experiment 2, we show the existence of alternative possibilities to evoke positive temperature effects on customer orientation in a sample of 126 service and sales employees using a semantic priming procedure. Overall, our results confirm the existence of temperature effects on customer orientation. Furthermore, important implications for services, retail and other settings of interpersonal interactions are discussed. Practitioner Summary: Temperature effects on performance have emerged as a vital research topic. Owing to services' increasing economic importance, we transferred this research to the construct of customer orientation, focusing on performance in service and retail settings. The demonstrated temperature effects are transferable to services, retail and other settings of interpersonal interactions.

Designing--and sustaining the gains from--a service strategy.

PubMed

deRoulet, D G

1993-01-01

Every company needs to develop a strategic approach to customer service. This article describes how to structure a service strategy, and how business partnerships can be used to enhance the customer service function.

Customer-Provider Strategic Alignment: A Maturity Model

NASA Astrophysics Data System (ADS)

Luftman, Jerry; Brown, Carol V.; Balaji, S.

This chapter presents a new model for assessing the maturity of a ­customer-provider relationship from a collaborative service delivery perspective: the Customer-Provider Strategic Alignment Maturity (CPSAM) Model. This model builds on recent research for effectively managing the customer-provider relationship in IT service outsourcing contexts and a validated model for assessing alignment across internal IT service units and their business customers within the same organization. After reviewing relevant literature by service science and information systems researchers, the six overarching components of the maturity model are presented: value measurements, governance, partnership, communications, human resources and skills, and scope and architecture. A key assumption of the model is that all of the components need be addressed to assess and improve customer-provider alignment. Examples of specific metrics for measuring the maturity level of each component over the five levels of maturity are also presented.

Systematically Prioritizing Media Services and Customers.

ERIC Educational Resources Information Center

Butler, David; Butler, Janice

1979-01-01

Suggests standard operating procedures for non-routine and low priority customer requests for media services and gives an example of prioritizing the distribution of audiovisual presentation services. (RAO)

Cross-Cultural Selling: Examining the Importance of Cultural Intelligence in Sales Education

ERIC Educational Resources Information Center

Delpechitre, Duleep; Baker, David S.

2017-01-01

Cross-cultural selling has become an important factor in sales education. In the current competitive business graduate market, students who enter the workforce in frontline customer service positions are expected to perform sales at a higher level. Students that have acquired an education in sales during their undergraduate program have been found…

The Knowledge Product Lifecycle and the Strategic Dashboard

ERIC Educational Resources Information Center

Glessner, Linda L.; Gillis, Denise

2012-01-01

Several years ago, the Continuing and Innovative Education (CIE) leadership team at UT-Austin took a hard look at the unit through the lens of customers to reevaluate their programs and services and the role they played in serving the lifelong educational needs of their constituents. Their goal was to provide continuous learning for a productive,…

Joint Services Electronics Program.

DTIC Science & Technology

1993-03-05

Mary- land, June 1992. Interconnection Network Design Based on Packaging Considerations Professor Abhiram Ranade with M. T. Raghunath A central...characterized by our abstract models of packaging technology. JSEP Publications [1] M.T. Raghunath and Abhiram Ranade, "Customizing Interconnection...94720, January 1993. [21 M.T. Raghunath and Abhiram Ranade, "Fault-Tolerant Routing in Partitioned Butterfly Networks," submitted to the 1993