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BOARD02064
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Last modified
8/16/2009 3:10:39 PM
Creation date
10/4/2006 7:08:44 AM
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Board Meetings
Board Meeting Date
3/21/2002
Description
OWC Section - Drought and Water Supply Assessment
Board Meetings - Doc Type
Memo
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<br />Section 3 <br />ReferencesjExperience (RFP Section 4.5) <br /> <br />+CHW <br /> <br />Catholic Healthcare West/Shared Business Services, <br /> <br />RRMI designed a customer: satisfaction evaluation program and executed <br />its implementation tlu:oughout the year 1999. This system-wide study <br />was designed to measure both the custom~r satisfaction and the employee satisfaction from <br />numerous q.epartments within the organization. CHW /SBS utilized this new evaluation system <br />to actively advance performance and meet ctl.stomer needs. Telephone and combined <br />telephone/web methodologies were used ,to provide the benchmark measurements of <br />performance for HW agents and managers. RRMI t <br /> <br />RRMI tailored sampling sqategies to in$ure. statistical integrity across all departments, <br />including 100% census samples for some populfltions. RRMI assessed the current programs <br />and services by meeting with current custOIlJ.ers imd designing a complete cUstomer evaluation <br />program. RRMI designed the survey instru.merj.ts for the various departments of customers, <br />conducted the telephone interviews, developed 'the analysis approach and plan, designed the <br />re~rting formats, and proposed an action "]Jlaniwith our reconunendations for improvements <br />in products and services to each department. <br /> <br />This project is quite similar to the propos~d Drought Planning Survey/Carry-over Storage <br />'Assessment. The current program will require the input of many different entities that are <br />involved in drought planning in order to gather the most accurate and useful ,information, as <br />well as the use of multiple methodologies to ensure optimum response rates. RRMI <br />accomplished exactly these objectives for CHW /SBS in 1999. RRMI met with senior <br />management and department heads to assess the current program. Then, we designed survey <br />instruments, specific to the needs' of the particular customers of each department that could be <br />used again and again to provide periodic aSsessments and comparative analysis. RRMI <br />surveyed the customers of CHW /SBS to determine their awareness and satisfaction with <br />current services and agent teams. Benchmark satisfaction measuiements"of CHW agents, their <br />managers, and department heads wereestabli~ed for replication and periodic comparisons. <br />Finally, RRMI' analyzed the data and repo~fed the results with reconunendations for <br />improvements. RRMI envisions utilizing the same process in developing the current initiative <br />for the Department of Natural Resources and the ewCB. <br /> <br />Pertinent Project Attributes: Market analysillisurvey developmel).t and implementation, <br />information managementi web site, telephone, and personal interviewingi conunumcations. <br /> <br />This entity no longer exists as a result of CHW responding to project reconunendations. <br />Therefore, no contact is available. <br /> <br />I <br />Section 3, Page-6 <br /> <br />.' <br /> <br />. <br /> <br />. <br />
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