Customer-Driven Information Systems Management


Feliu, Joseph M.   (1993, ASQC)   San Mateo Information Systems Service Center; San Mateo, CA

Annual Quality Congress, Boston MA    Vol. 47    No. 0
QICID: 9957    May 1993    pp. 199-205
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Article Abstract

Satisfying the internal customer in a traditional dataprocessing facility depends on support from all levels of management, empowered employees dedicated to continuous improvement, and a commitment of time and money. Principles that guide a customer driven business culture include: awareness that the customer is the ultimate determiner of quality; viewing the supplier/customer relationship as a user partnership; and having a philosophy that measurement is critical. Measurement of continuous improvement in customer satisfaction is a catalyst for individual workers and work teams; it provides information to effect change; it looks at the quality system from the customer point of view; and it spans functional boundaries across the business. Three ways to measure and track customer satisfaction are: the proactive approach, which periodically solicits customer feedback, often through surveys; the passive approach, which is an ongoing process, such as a customer feedback line, that customers can use when they need to; and the informal approach, which is less quantitative and more qualitative than the other two methods, and is represented by the random calling of customers. For a data processing operation, customer satisfaction requires that computer operations not only provide cost savings but also be reliable and save the time of the customer.


Continuous improvement (CI),Customer satisfaction (CS),Electronic data systems,Internal customer

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