"Provider of Choice"
Author: Black, Jerry C.
Published In: Proceedings of the 1996 Educational Conference
Presentation at APPA's 1996 Annual Meeting in Salt Lake City, Utah. Discusses program for Duke University's Facility Management Department to become the "provider of choice" for Duke's customers. Describes the labor situation at Duke, including two labor unions; services provided; and customers. In order to implement plan, decided more information was needed about the customers. Activities included identifying who they were, selecting the target audience, defining customer service, identifying customer rights, marketing the program, and establishing the vendor/support/provider of choice triad. Concludes the plan removed barriers to good service, lowered cost, improved service response time, and provided better quality service.
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