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State of North Carolina
Project:   Customer Satisfaction Surveys (x4) Project Reference:   Furnished Upon Request Description of Work Consulted with client to determine customer requirements Developed four customer satisfaction surveys and aligned with strategic goals Prepared surveys for both Internet and mail-out deployment Designed manual, validated data entry system for mail-out surveys Designed relational database for data storage and reporting purposes Developed secure web site for online survey administration and reporting Developed online reports with data sortable by key variables and statistics Deployed surveys and real-time reports Prepared formal written reports and recommendations for improvement Methodology Reviewed strategic plan and previous surveys Developed sampling plan and data collection design Developed questionnaires designed to yield actionable information with decreased customer burden Used precision scaling procedure Developed survey mock-ups and online reports for customer review and approval Developed relational database with stored analytical procedures Deployed survey for pre-testing and made appropriate changes Deployed survey to customers for data collection Determined statistical reliability and validity Determined Performance, Importance, and Process Variation of survey items Conducted additional statistical analyses as requested by customer using SPSS (Statistical Package for the Social Sciences) Results Measurement precision for the 4 surveys ranged from 96% to 98%. Measurement accuracy exceeded 90%. Made 62 specific recommendations for improvement and optimization regarding: · Departmental information dissemination, · Web site functionality and usability, · Media communications, · Training, · Email updates, · Customer burden, · Departmental publications, and · Public Relations Organizational strengths were identified and leveraged
Department of Defense ~ US European Command
Project:   Quality of Life Survey Project Reference:   Furnished Upon Request Description of Work Redesigned a lengthy Quality of Life mail-out survey into a concise online survey Designed relational database for data storage and reporting purposes Developed secure web site for online survey administration and reporting Developed online reports to include trend analyses Developed security system for restricted access Advised of marketing requirement prior to deployment Deployed surveys and real-time reports Methodology Reviewed previous Quality of Life surveys Consulted with commanders and managers to determine customer requirements Developed research and data collection design Developed new survey designed to yield actionable information with decreased customer burden Developed survey mock-ups and online reports for customer review and approval Developed relational database with stored analytical procedures Advised of marketing requirement prior to deployment Deployed survey for pre-testing and made appropriate changes Deployed survey for customers Determined statistical reliability and validity Conducted additional statistical analyses as requested by customer using SPSS Results Measurement precision was 92%. EUCOM commander had strategic information prior to (rather than after) "All Hands Call" and "Town Hall Meetings" allowing him to establish an agenda of community concerns and how the concerns would be addressed. Trend analyses allowed progress and goal attainment to be monitored and assessed.
Office of the Secretary of Defense, Quality Management Office
Project:   Interactive Customer Evaluation (ICE) Project Reference:   Furnished Upon Request Description of Work Consulted with commanders and managers at various levels to determine customer requirements Designed a customer sensing system to determine satisfaction with services and products, and manage customer complaints Developed comment cards in both online and paper formats Designed relational database for data storage and reporting purposes Developed secure web site for online survey administration and reporting Developed online reports with print capability Developed security system for restricted access Designed manual, validated data entry system for paper comment cards Deployed comment cards and real-time reports Determined statistical reliability and validity Provided managerial training for report access and interpretation DOD-wide Assisted in policy development regarding customer satisfaction and customer complaints Methodology Included the Baldrige Criteria of Performance Excellence in design Developed research and data collection design Developed comment cards designed to yield actionable information with minimal customer burden Developed mock-ups and online reports for customer review and approval Developed relational database with stored analytical procedures Advised of ongoing marketing requirement and managerial training Deployed system for pre-testing and made appropriate changes Deployed system for customers Conducted additional statistical analyses as requested by customer using SPSS Prepared formal reports and recommendations Results Measurement precision was 92% Service and Product performance is reported in real time Customer complaints are quantifiable and managed immediately ICE is now being used at hundreds of installations DoD-wide