Customer Satisfaction Program - FY07

NOTE: This page is archived for historical purposes and is no longer being maintained or updated.
Current Information can be found at: Customer Satisfaction Program - FY08

Objective

The Objective of the Customer Satisfaction Program is to improve and enhance organizational effectiveness through increased understanding of customer needs and increased communication with customers.

Applicable Standards

ISO
NFPA
42 CFR 84
ANSI
ASTM

Stakeholders

Emergency Response Workers
Employers
Workers
PPE manufacturers

Project Scope

The results of activities incorporated into NPPTL program plans to improve organizational effectiveness and customer satisfaction. The impact of the results is improved worker protection.

Milestones

1Q FY07 - Conduct one Focus group with Fire Services
1QFY 07 - Evaluate FY07 action plan and begin implementation
2Q FY07 - Conduct 1 Focus group with Health care
3Q FY07 - Formulate Concept for Dispute Resolution Process
4Q FY07 - Formulate Fire Instructor Support and Training (FIST) Program
Conduct Second Customer Satisfaction Survey

Outputs

Customer Satisfaction Survey Results
Over 10 presentations to external stakeholders to introduce program
2 Presentations to internal NIOSH stakeholders

Outcomes

Provides external evaluation to validate current activities or redirection.
CDC used NPPTL CSS Program as model for new CDC Evaluation Assessment Program to evaluate CDC outcomes.

Page last modified: July 23, 2007
Page last reviewed: July 23, 2007 (archived document)
Content Source: National Institute for Occupational Safety and Health (NIOSH)