Abstract

A survey of internal customers at First American Corporation allows the company to continuously improve its products and services. The Quality Assurance (QA) Department oversees this analysis of the perceptions of customers. To develop the survey for each operations department, the QA staff examines the department's customer list, mission statement, quality criteria, and its products and services. Based on this information, a list of questions about the products and services is drafted and verified. The QA Department distributes the anonymous questionnaire to the appropriate internal customers, who respond to each question using a scale from A (excellent performance) to F (unacceptable performance). The QA Department provides a report card of the results to the department being evaluated. A follow-up procedure encourages the department to work on improvement of the lower scoring items. Departmental managers have the responsibility of handling follow-up actions. The article includes seven detailed copies of documents that are used in developing and executing these surveys.