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Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002
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Page 1: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Customer ServiceCase StudyPast and Present

Noel Landuyt

The University of Texas at Austin

Customer Service Symposium

January 9, 2002

Page 2: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Survey of Organizational Excellence Group Located at UT Austin Conduct the S.O.E. Co-Sponsor the Governor’s

Conference on Organizational Excellence (Texas Star)

Page 3: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Pilot Project

Page 4: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Survey CycleParticipation

Preparation

AdministrationInterpretation

Intervention

Page 5: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Participation Designed a Sound Methodology Understood TX Strategic Planning Established relationship with LBB,

Governor’s Office & Legislature Had Credibility and Confidentiality Provided More than Technical

Administration Familiar with Constraints of Public

Organizations

Page 6: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Preparation

Identify Customers/Budget Strategy Units on a 2 Year Survey Cycle Custom Groups Established Standard Items Groupings Selected Custom Items Groupings Selected

Page 7: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Preparation: Units (some examples)

UT (28 Units/Over 2 years) Admissions Athletics Distance Education Financial Services KUT Radio H.U.B. Rec. Sports Music Camps Various Special Events

Centers Various Student Services

Other Pilots Licensees Call-ins Visitors/Walk-ins Complaint Filers Regulated Applicants Clients Private Industry

Partners

Page 8: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Preparation: New Survey Set-Up

•Enter the System and set-up a new Survey

Page 9: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Preparation: New Survey Interface

•Graphical Interfaces

Page 10: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Preparation: New Survey Custom Groups

•Establish Custom Groupings

Page 11: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Preparation: New Survey Custom Group Examples

Why did you interact with organization? Compliance inspection Obtain licensing information Participant in specific program or service

What type of “customer”? Student Client Applicant

Open to any Category Type

Page 12: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Preparation: New Survey Standard Items Data Analysis Results returned in Five Construct Areas Designed to Meet SB 1563 See Handout

Facilities Service Communication Staff Overall

Adequacy

Impressions

Accessibility

Utility

Delivery

Quality

Telephone

Printed

Internet

Knowledge

Professional

Helpful

Satisfaction

Lasting Impression

Timeliness

Page 13: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Preparation: New Survey Standard Items•Selection from standard items

•Allows for comparability (UT Example)

Page 14: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Preparation: New Survey Custom Items

Every Organization is different. Custom items grouped together

Items specific to a program or service (food service delivery different from health service delivery)

Items specific to a customer group

Page 15: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Preparation: New Survey Custom Areas•System designed for 3 additional areas.

Page 16: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Preparation: New Survey Custom Items•Custom items for custom areas.

Page 17: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Administration

Web based Mail Point of Service Telephone

Page 18: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Administration: Web Based

Custom Email (similar to SOE) Link from your website Accessible via URL Newsletter, notices, letters Features (Video Pop-up, custom

contact, graphics) TEA, UT, PUC, TDED, TRC

examples.

Page 19: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Administration: Mail

Same content as web version Optical Mark Recognition Business Reply State rate postage UT has mail, duplicating, and

scanning facilities.

Page 20: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Administration: P.O.S. & Phone

Point of Service Surveys Telephone Center

Page 21: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Interpretation

Data returned in numeric and graphic formats.

Data returned on all custom groupings to allow for internal comparison.

Benchmark data returned with reports for external comparisons.

Overtime data provided. Executive summary analysis data

returned.

Page 22: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Interpretation: Numerical Data

Data returned in Excel for Sorting Data returned in paper reports. Numerical Analysis on Construct

and Item level. Item Analysis: standard deviations,

frequency counts and means. As available overtime and

benchmark data.

Page 23: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Interpretation: Graphical Report

Page 24: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Interventions

Best Practices web posting Resource for student internships in

Social Work, MIS & MBA. Resources in Communication,

Business, Public Affairs, Social Work & Governor’s Center.

Page 25: Customer Service Case Study Past and Present Noel Landuyt The University of Texas at Austin Customer Service Symposium January 9, 2002.

Customer Service


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