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Translate "Chapter 7: The Customer Perspective"
Author: Briselden, Don J.
Published In: Strategic Assessment Model, The, second edition
Date: 2001
Educational institutions can be customer-oriented, have facilities management commitment to satisfying their customers, and even appear to be quite successful in meeting customers' needs by certain indicators. Yet, too often, customer service intents are limited to words and are not implemented. The Strategic Assessment Model (SAM) is a method by which the organization can determine customer satisfaction and expectations, establish service requirements, stay abreast of the relevancy of service to customer needs, and foster improvement in customer relations. Describes Customer Perspective performance indicators. Defines what criteria are necessary to achieve the SAM-defined performance levels for this perspective.
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