tailieunhanh - Measuring Customer Satisfaction and Perceptions

We are using surveys to identify relevant organizational performance measures based on survey results What product and service characteristics are important in accomplishing CBP mission (availability, data accuracy, response time )? Understanding the impact resulting from problems with a product or service will focus OIT on the appropriate priorities | Measuring Customer Satisfaction and Perceptions Eighth Annual PSM Users’ Group Conference Keystone, Colorado 26-30 July 2004 smi Software Metrics, Inc. Customs and Border Protection (CBP) Office of Information Technology (OIT) CBP (the former Customs Service, former Inspectors and former Border Patrol) is part of the Department of Homeland Security OIT develops and maintains software and infrastructure that supports controlling the borders of the United States Enforcement software and tariff collection software for items and people entering the US Enforcement software for items leaving the US Nation-wide telephone, radio and data networks Maintains a national data center Page 2 smi Software Metrics, Inc. OIT Measurement Initiative OIT has an enterprise-wide process improvement program Goal is to work towards CMMI Level 4 Measurement one of 16 initiatives in the process improvement effort Measurement Initiative a Common Measurement Process Based on PSM measures implemented during FY2003 Data Collection, Analysis and Reporting Using Insight Progress and Impact of CMMI-based Process Improvement 5. Strategic Measures Page 3 smi Software Metrics, Inc. Five Guiding Principles The OIT Enterprise Measurement Initiative will follow five guiding principles during FY2004. These are: Broaden and strengthen a culture of measurement throughout OIT Collect, analyze, and report measures based on explicit information requirements Involve all management and working levels in the development of a common measurement process Rollout measurement in small steps to facilitate assimilation and expertise in measurement at all management levels: from the working level to the Assistant Commissioner. Enter data once, use it in multiple places Page 4 smi Software Metrics, Inc. Performance Baseline Measurement Need expressed by senior-level management to Baseline the current organizational Performance OMB’s Performance Reference Model .