"What does the customer feedback tell us?"

Information Systems (IS) uses BPI to improve internal processes so it can enhance its effectiveness and the quality of service to its customers. This is an excerpt from a longer document by the Distributed Support team in IS. For more information on their real-life experiences with BPI, click here.

Customer Issues:
Confusing array of services
So large those in IS are confused - (who delivers what services and why it costs)
What is the entry point? Who can direct customers where to go?
Level of services are heterogeneous
Why are some services at client sites and not others?
DLCs don't know what on -site services are available
Hand-offs mean starting over - we do handoffs badly
No route map or guide - No clear pathway
Costs - fees or no fees? Fees are too much if it's not in a department's budget
Minimal services offered for students
Faculty and administrators want services on-site and timely

Areas of Satisfaction/Dissatisfaction
Dissatisfaction:
People like dealing with known quantities
People prefer on-site services if they feel the help desk won't help them
Satisfaction:
Office computing - replacing older hardware/software
When consultants explain things to customers they are more satisfied
BLT

Areas of Overlap:
DCS with all of IS
Hardware services and DCS; House calls and DCS; VIP and DCS (for some
things); FL & Help Desk
Transition from unique services to overlapping services (based on relationships)
DCS, PC Service, CPR, House Calls all overlap - some sense of competition
Duplication of effort - fee/non-fee based for same tasks may be done differently
RCC- Help Desk

Gaps:
No single, effective entry point
Exclusion of research and others as groups of customers
Dilemma between relationship building and timely responses
No dept needs analyses done on regular basis for enhancing business practices
Insufficient resources to provide services
Not all staff are willing/charged with going out to service the clients
Web server support /department server support