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Customer Satisfaction Program – FY09

Objective

  • The Objective of the Customer Satisfaction Program is to improve and enhance organizational effectiveness through increased understanding of customer needs and increased communication with customers.
Logos - Office of Personnel Management (O P M), International Safety Equipment Association (I S E A), Occupational Safety and Health Administration (O S H A), American Industrial Hygiene Association (A I H A)

Applicable Standards

  • ISO
  • NFPA
  • 42 CFR 84
  • ANSI
  • ASTM

Key Partners

  • ISEA
  • OPM
  • AIHA
  • IAFF
  • Region 13
  • OSHA
  • NFPA
  • IAFC

 

Stakeholders

  • Emergency Response Workers
  • Employers
  • Workers
  • PPE manufacturers

Project Scope


  • The results of activities incorporated into NPPTL program plans to improve organizational effectiveness and customer satisfaction. The impact of the results is improved worker protection.

Milestones

  • 2Q - Assess FY08 CSS Results and Participate in OPM Performance America Symposium
  • 3Q - Establish 2 focus groups to discuss CSS Results
  • 4Q - Implement FY09 Survey

Outputs

  • Customer Satisfaction Survey Results
  • Over 10 presentations to external stakeholders to introduce program
  • Focus Group Reports

Outcomes

  • Provides external evaluation to validate current activities or redirection
  • CDC used NPPTL CSS Program as model for new CDC Evaluation Assessment Program to evaluate CDC outcomes
Page last updated: February 10, 2009
Page last reviewed: April 14, 2009
Content Source: National Institute for Occupational Safety and Health (NIOSH)
National Personal Protective Technology Laboratory


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