Metrics and Measurement. Service quality should be measured and given appropriate weight to reach and maintain superior service at all levels of the organization. The parties will develop a “Balanced Scorecard” measurement program, and strengthen customer satisfaction measurement tools. Orientation and Training. The service training program will continue to be delivered as needed at a regional, facility, work-unit or individual level, including the service recovery section. Service Recovery. Service recovery is a critical element of a service quality improvement strategy to prevent member terminations. Medical centers or departments will provide resources for implementation of consistent service recovery programs.
Metrics and Measurement. The Grantee will provide updates on key quantitative results and measures using a template to be supplied by the Foundation.
Metrics and Measurement. Service quality should be measured and given appropriate weight to reach and maintain superior service at all levels of the organiza- tion. The parties will develop a “Balanced Scorecard” measurement program, and strengthen customer sat- isfaction measurement tools. Orientation and Training. A service training program will be designed, for regional delivery, to include a section on service recovery.
Metrics and Measurement. The School and 2U will agree on Platform, program, and service metrics to track Program success.
