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Customer Satisfaction as a First Ste...

Hoffman, Paul D.

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Customer Satisfaction as a First Step to Developing Performance Measurements.

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	Customer Satisfaction as a First Step to Developing Performance Measurements./
作者:	Hoffman, Paul D.
面頁冊數:	193 p.
附註:	Source: Dissertation Abstracts International, Volume: 76-10(E), Section: A.
Contained By:	Dissertation Abstracts International76-10A(E).
標題:	Public administration. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3705995
ISBN:	9781321794205

Customer Satisfaction as a First Step to Developing Performance Measurements.
Hoffman, Paul D.

Customer Satisfaction as a First Step to Developing Performance Measurements. - 193 p.

Source: Dissertation Abstracts International, Volume: 76-10(E), Section: A.

Thesis (Ed.D.)--Wilmington University (Delaware), 2015.

The Intelligence Watch and Warning Unit (IWW) of the New Jersey State Police (NJSP) serves as the central notification point for all emergent operational intelligence information and asset requests needed to support issues affecting the State of New Jersey. As IWW moved away from the concept of being a watch operation or an emergency operations center toward functioning as a support center, IWW developed an understanding of the informational needs of state, federal, local, and county law enforcement. To further underpin New Jersey's information sharing environment, IWW united public and private sectors partners with federal, state, and local law enforcement. As these relationships were being developed, a critical element was missing: the element of feedback and performance measurements. Governing by policies and procedures provide little to support IWW on a quality journey of continuous improvement. Policies and procedures do not allow for the feedback of the customers. To receive feedback from customers on IWW's performance is an important step in driving the improvement effort. Using performance measurements through customer satisfaction will help promote IWW's goal of information sharing and persuade law enforcement, as well as the public and private sectors, to buy-in to its benefits. IWW' s information sharing process gives way to multiple opportunities for collecting feedback from its customers since the information is often consumed at the same time it is produced. This dissertation offers a qualitative phenomenological case study to help IWW know how well IWW is serving its' customers.

ISBN: 9781321794205Subjects--Topical Terms:

531287
Public administration.

Customer Satisfaction as a First Step to Developing Performance Measurements.
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