00960084

Component

http://onlinepubs.trb.org...nepubs/circulars/ec052.pdf

Pennsylvania Department of Transportation Engineering District 9 values customer input and believes that customer complaints are opportunities that point out deficiencies in its products, delivery systems, or processes. A District team was tasked with developing a system that captures the customer's thoughts and asks, "What can we do to improve our products and services to exceed or delight the customer?" The new Customer & Market Focus Process is broken down into three parts. The first is a Customer Service Index (CSI) that measures courtesy, responsiveness, effectiveness, knowledge, reliability, and helpfulness. The second portion is another CSI survey measuring the value of a specific product or service to the customers. Finally, the third is a measure of customer dissatisfaction (a ratio of complaints over compliments) for each product and service. This ratio is accomplished using an in-house developed MS Access database application. The Community Link System (CLS) was developed to aggregate all customer contacts (via mail, meeting, phone, email, etc.). The system is used to improve the District's processes associated with repetitive contacts asking for attention concerning one of the products or services. The database captures a variety of location data elements to help identify patterns. This provides an opportunity for repeat complaints to be analyzed to see if there is a process problem with either product or service delivery or the District not being proactive in eliminating the item before it becomes an issue. Finally, the CLS has an audit feature built in, which randomly samples 30% of the complaints received each quarter.

Distribution, posting, or copying of this PDF is strictly prohibited without written permission of the Transportation Research Board of the National Academy of Sciences. Unless otherwise indicated, all materials in this PDF are copyrighted by the National Academy of Sciences. Copyright © National Academy of Sciences. All rights reserved

E-C052,
MMC03-032
MMC03-029

English

p. 43-51

2003-7

Transportation Research Circular

10th AASHTO-TRB Maintenance Management Conference

Figures (2)

Customer satisfaction; Customer service; Maintenance management; Surveys

Pennsylvania Department of Transportation

Complaints; Compliments; Service delivery

Administration and Management; Highways; Maintenance and Preservation; I10: Economics and Administration; I60: Maintenance

TRIS, TRB

Jul 14 2003 12:00AM

• "SO WE'RE A 7.0, BUT WHAT DOES THAT TELL ME?": COLLECTING AND ANALYZING MANAGERIALLY RELEVANT CUSTOMER DATA
• AUTOMATED GATE OPERATIONAL TEST
• AUTOMATED WORK MANAGEMENT FOR STATE HIGHWAY MAINTENANCE
• COMPASS: CASE STUDY OF HOW WISCONSIN ADAPTED NCHRP REPORT 422 TO WORK AT HOME
• DEVELOPING AN ASPHALT SOLVENT TESTING AND APPROVAL PROGRAM IN NORTH CAROLINA
• DEVELOPMENT AND APPLICATION OF THE EXPANDED VERSION OF THE FLORIDA MAINTENANCE RATING PROGRAM
• DEVELOPMENT OF AN INTEGRATED HIGHWAY MAINTENANCE MANAGEMENT SYSTEM: THE MARYLAND EXPERIENCE
• FINANCIAL ASPECTS OF EQUIPMENT ACQUISITION
• GUIDELINES FOR SNOW AND ICE CONTROL: MATERIALS AND METHODS
• MANAGEMENT DECISION TOOLS FOR WINTER OPERATIONS
• PENNDOT'S ENVIRONMENTAL MANAGEMENT PROGRAM
• SIMULATOR-BASED EQUIPMENT OPERATOR TRAINING
• TRAINING: THE KEY TO TECHNOLOGY IMPLEMENTATION