OIT’s Business Performance Excellence (BPE) initiative is a continuous service improvement effort that encompasses several phases. First, we will work to understand our clients’ satisfaction and challenges. Information is gathered via a reactive and proactive customer service satifaction survey after receiving help through OIT. Next, we will develop specific, measurable strategic action plans to systematically improve how we serve faculty, students and staff. Finally, we will work to empower our employees to deliver exceptional service on a daily basis.
OIT has launched a Business Performance Excellence (BPE) initiative to improve how we deliver services to our faculty, staff and student clients across campus.
As part of this initiative, OIT is partnering with BPE experts Dr. Jeff Luftig, Lockheed Martin Professor of Management and Program Director, and Steven Ouellette, Lead Consultant, Center for Business Performance Improvement in the Engineering Management Program.
Jeff and Steven are working closely with OIT to implement BPE practices for the organization. To keep you apprised of this critical initiative, we have launched this section of the OIT website.
OIT Client Surveys - Gauging Customer Satisfaction
On October 15, 2012, OIT launched a new survey process that will provide critical feedback from faculty, staff and students. Shortly after receiving help from OIT, we e-mail our clients a quick two-minute follow-up survey. The candid feedback we hope to receive will be critical in driving key service improvements as part of OIT’s BPE initiative. Learn more.