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Logistics Customer Satisfaction Survey Results FY 2007 Logistics FY 2007 Customer Satisfaction.

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Presentation on theme: "Logistics Customer Satisfaction Survey Results FY 2007 Logistics FY 2007 Customer Satisfaction."— Presentation transcript:

1 Logistics Customer Satisfaction Survey Results FY 2007 Logistics FY 2007 Customer Satisfaction

2 Logistics Customer Satisfaction Survey FY 2007 Logistics FY 2007 Customer Satisfaction Notice of survey went out by to a Notice of survey went out by to a cross section of customers across campus cross section of customers across campus Survey opened on June 4 Survey opened on June 4 Survey closed on July 2 Survey closed on July 2 91 employees completed the survey 91 employees completed the survey

3 Logistics FY 2007 Customer Satisfaction Acquisitions

4 Logistics Acquisitions Overall Rating

5 Logistics FY 2007 Customer Satisfaction Acquisitions Action Plan Evaluate communication’s platform and message content to ensure appropriateness for different campus sectors Evaluate and redefine policies/procedures as appropriate to empower staff and enable end user accessibility to information and staff Complete staff hiring and rollout of customer/commodity centric work teams Provide ongoing program for staff development regarding core behaviors with particular focus on professionalism and service orientation

6 Logistics FY 2007 Customer Satisfaction Receiving and Delivery Receiving and Delivery

7 Logistics FY 2007 Customer Satisfaction Receiving and Delivery Overall Rating

8 Logistics FY 2007 Customer Satisfaction Receiving and Delivery Action Plan Enroll all employees in professionalism training Update publications and documentation on Logistics web site Update radios used by Delivery team to improve communications between team members Include room location numbers in the on-line directory Solicit employee suggestions for new service ideas

9 Clinical Purchasing Logistics FY 2007 Customer Satisfaction

10 Logistics Clinical Purchasing Overall Rating

11 Logistics FY 2007 Customer Satisfaction Clinical Purchasing Action Plan Ensure all clinical customers receive the Logistics Customer Service Survey in the future Spend time educating customers on the differences between Central Acquisitions, Clinical Equipment Services and Clinical Purchasing Attend departmental staff meetings more frequently to review and discuss service related issues Review internal goals and expectations with Clinical Purchasing team to ensure they are being more responsive to customer needs

12 Mail Services Logistics FY 2007 Customer Satisfaction

13 Logistics Mail Services Overall Rating

14 Logistics FY 2007 Customer Satisfaction Logistics Mail Services Action Plan Make every effort to clearly communicate with customers Continue education on the importance of using approved addressing standards Reinforce employee professionalism training

15 Materials Management Services Logistics FY 2007 Customer Satisfaction

16 Logistics Materials Management Overall Rating

17 Logistics FY 2007 Customer Satisfaction Materials Management Action Plan Increase the visits to major customers to share goals and objectives. Take the appropriate ownership of the laundry dock for cleanliness and safety. Coordinate with other departments using the dock. Review fire prevention policies with staff to make sure we are using appropriate safety techniques. Recognize staff members identified by our customers as outstanding.

18 Records Management Logistics FY 2007 Customer Satisfaction

19 Logistics Records Management Overall Rating

20 Logistics FY 2007 Customer Satisfaction Records Management Action Plan Work with Institutional Compliance to develop a required Records Management course for Department Coordinators and alternates Work with IS to evaluate and implement cost effective document management systems Continue to update information on the Logistics web site Work with Delivery team to improve delivery schedules

21 Surplus Equipment Logistics FY 2007 Customer Satisfaction

22 Logistics Surplus Equipment Overall Rating

23 Logistics FY 2007 Customer Satisfaction Surplus Equipment Action Plan Create heightened awareness of the e-Auction web site Maintain a clean, organized and safe environment for viewing surplus equipment during open house schedule Work with delivery team to improve surplus pickup and delivery Expand use of the internet for auctions Will continue to update Logistics web site


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