Return-Path: Received: from grand-central-station.MIT.EDU by po12.mit.edu (8.9.2/4.7) id MAA23591; Thu, 4 Jan 2001 12:41:01 -0500 (EST) Received: from melbourne-city-street.MIT.EDU (MELBOURNE-CITY-STREET.MIT.EDU [18.69.0.45]) by grand-central-station.MIT.EDU (8.9.2/8.9.2) with ESMTP id MAA17173 for ; Thu, 4 Jan 2001 12:40:27 -0500 (EST) Received: from [10.0.1.30] (CALYPSO.MIT.EDU [18.90.0.236]) by melbourne-city-street.MIT.EDU (8.9.3/8.9.2) with ESMTP id MAA05568 for ; Thu, 4 Jan 2001 12:40:27 -0500 (EST) Mime-Version: 1.0 Message-Id: Date: Thu, 4 Jan 2001 12:40:29 -0500 To: infosys@mit.edu From: "James D. Bruce" Subject: Information Systems' Customer Satisfaction Survey Findings Content-Type: text/plain; charset="us-ascii" ; format="flowed" X-Evolution: 00000035-0000 Colleagues ----- The IS Measures Team has now completed its analysis of the customer feedback IS received from last November's Customer Satisfaction Survey. The result is a solid report on how our customers see our work. You can find the report at http://web.mit.edu/measures/survey/report I urge you to take the time to review the report and see what our customers think about the work IS does for them. It is particularly important for each team leader, as well as for all team members, to review the report's data related to the work your team does. As you review the data about your team, I ask you to determine what action your team should take to improve the service you deliver to your customers. I believe that there are a number of steps that each of us can take to enhance the satisfaction of our customers. I have asked each Director to make the discussion of this report a topic of a meeting later this month with the teams he/she works with. Also, please report on the improvement opportunities you identify for your team and the actions your team is taking in your process' IS quarterly report beginning with the third quarter of FY 2001. Team measures and snapshot surveys can be used to document the effect achieved by the action your team takes. This will help us answer the question: Are we closing the gap between the customer's experience and expectation? Thank you for taking the time to focus on continuous improvement. I appreciate your time and efforts on behalf of IS and our customers. Best wishes for the New Year!...................................jim ======================================================================= James D. Bruce jdb@mit.edu Professor of Electrical Engineering and 617.253.3103 Voice Vice President for Information Systems 617.253.0750 Fax Massachusetts Institute of Technology 77 Massachusetts Avenue, Room 10-219 Cambridge, MA 02139-4307 =======================================================================