Customer Satisfaction

Customer Satisfaction

Customer Satisfaction

The Survey of Organizational Excellence

The Survey of Organizational Excellence The School of Social Work The University of Texas at Austin 1925 San Jacinto Blvd. Austin, Texas 78712-1203

soe@uts.cc.utexas.edu http://www.survey.utexas.edu

Customer Satisfaction
How do we build strong and innovative organizations that can survive and prosper during times of great change? In recent years, we have learned much about successful organizations. The success of such organizations can be understood by how well the organization handles three key ingredients. Key Ingredients A convenient way to think of the strategy for success is to picture a three-leg stool. The stool represents the organization supported by three legs, which symbolize these key ingredients. Each leg has very separate and distinct attributes and each is critical to the survival of the organization. The legs of the stool are visionary leadership, internal data from employees and external data from the customers of the organization. The first leg or element is visionary leadership. Any organization comes into existence because of a vision. Sometimes the vision lasts, remaining clear and compelling. Other times the original vision fades, as does the relevance of the organization. In quiet times, leadership often is simply called upon to maintain and refine goals for an organization. In such tranquil conditions once an organization hits upon a successful product or service, it can expect to see it have a lifetime of decades before obsolescence sets in. Today, however, products or services may have a brief lifetime measured by a few years or even just months. To survive in these conditions, leadership must develop an organization that is highly tuned both to the environment and to internal processes. In Texas each Governor offers the state his or her vision. Governor Bush has provided a vision of Texas as a “beacon state” that chooses it goals carefully and calls for the...