274651 Approaches and Tools for Measuring Impact: Customer Satisfaction

Tuesday, October 30, 2012 : 3:10 PM - 3:30 PM

Laura Reeves, ASQ-CQIA, ASQ-CMQOE , Office of Performance Improvement, Florida Department of Health, Tallahassee, FL
The purpose of this panelist's presentation is to describe approaches and tools undertaken in the State of Florida to remain responsive to the needs of multiple customers. Customer satisfaction is particularly relevant to the field as public health departments and organizations must remain transparent and accountable. The panelist will discuss efforts in this area undertaken through the Multi-State Learning Collaborative (MLC). She will provide valuable information on the successful conceptualization and planning of customer satisfaction approaches and tools, as well as practical insights on facilitating factors, challenges, and lessons learned through implementation. She will offer unique "on-the-ground" insights on the use of these approaches and tools from a performance management perspective.

Learning Areas:
Administer health education strategies, interventions and programs
Conduct evaluation related to programs, research, and other areas of practice
Public health administration or related administration

Learning Objectives:
Define customer satisfaction approaches and tools that are currently being used to successfully measure impact in state and territorial public health departments and organizations. Describe the implementation of tools and approaches in this area. Identify facilitating factors, challenges and lessons learned associated with this approach and tools from a performance management perspective.

Presenting author's disclosure statement:

Qualified on the content I am responsible for because: I have experience in facilitating the development and implementation of a standardized collection tool for customer satisfaction and complaint data, a guideline for implementing a customer satisfaction process and the development of performance measures for customer satisfaction. In addition, I have experience applying quality improvement methods and techniques to improve performance and am a Certified Manager of Quality/Organizational Excellence by the American Society for Quality.
Any relevant financial relationships? No

I agree to comply with the American Public Health Association Conflict of Interest and Commercial Support Guidelines, and to disclose to the participants any off-label or experimental uses of a commercial product or service discussed in my presentation.

Back to: 4286.0: Approaches and Tools for Measuring Impact: Return on Investment, Customer Satisfaction, Balanced Scorecard