TAILIEUCHUNG - Final Report of the Customer Satisfaction Work Group

Tham khảo tài liệu 'final report of the customer satisfaction work group', kinh doanh - tiếp thị, quản trị kinh doanh phục vụ nhu cầu học tập, nghiên cứu và làm việc hiệu quả | Final Report of the Customer Satisfaction Work Group of the Workforce Information Council Section I Executive Summary The Customer Satisfaction Work Group Work Group of the Workforce Information Council WIC was appointed to explore the issue of customer satisfaction as it relates to labor market information LMI providers and users of the information. The Work Group was composed of eleven members two support personnel and a consultant. They met formally three times between October 2002 and June 2003 and gave quarterly updates to the WIC. The Work Group utilized existing documents and gathered other reports to guide its work. Many of the concepts employed are private sector marketing concepts. The group verbalized the process of developing labor market information products and services as being a process of data collection data analysis and distribution of information products and services. The process defined in this manner seems void of customer satisfaction measurement and needs assessment. Therefore the Work Group concentrated on incorporating the needs and satisfaction of customers into the LMI creation process. Two models were constructed to demonstrate how customer satisfaction and needs assessment can guide the creation of meaningful labor market information and move toward a demand-driven workforce information system. One model charts a state scenario and the other extends the model to federal products. The result is a dynamic customer-driven labor market and workforce information system which is responsive to customer needs and wants in a changing environment. The process embraces not only the concept of assessing customer satisfaction but also of working through evaluation teams and the WIC toward continuous improvement of the system. This is the objective of the requirement to consult with customers as set forth in Section 309 of the Workforce Investment Act of 1998. As part of infusing customer satisfaction into the labor market information development .