Critical Success Factors and Goal

Quality Customer Service

We will meet and exceed our customers' value expectations.

The customers we serve are both external and internal.  Our primary external customers are students, while faculty and staff represent our principal internal customers.  These individuals look to have certain value expectations met or exceeded by the products and services we provide and from their interactions with our employees.  In general, our customers' value expectations can be described simply as a value chain of interactions.

Customer Value = Price + Quality + Selection + Time + Relationship + Image

Price

Our customers expect value relative to the price we charge for our products and services.

Quality

Our customers expect our products and services to possess certain attributes that are indicators of quality.  They expect our products to be functional, reliable, serviceable, durable, conform to requirements, and have aesthetic appeal.  Our customers expect the service we provide to be consistent, dependable, accessible, convenient, accurate, and responsive.

Time

Our customers expect our services to be delivered promptly and our products readily available.

Selection

Our customers expect to have available a reasonable variety of products and services to meet their needs.

Relationship

Our customers expect a positive experience when interacting with our employees.  They expect people to be courteous, responsive, knowledgeable, competent, and who communicate effectively.

Image

The impression that our customers have about the Division and our employees is based on how successful we are in meeting and exceeding their expectations with respect to price, quality, selection, time, and relationship.  We aspire to be viewed as a trusted advisor to our internal customers and as a quality service organization to our external customers.

Our commitment is to consistently meet and exceed our customers' value expectations so that we win their praise and loyalty.