34. 0
20
40
60
80
100
2003 2004 2005
Overall Satisfaction Government Commercial
Adv. Tech. Industrial
%SatisfiedorExtremelySatisfied
Figure 7.1-1 Customer Satisfaction with Product Quality
Industry Average
Competitor
Benchmark
35. ตัวอย่าง
จุดแข็งนี้ บอกมิติอะไรเราบ้าง
7.6a(3) Over the last three years, the applicant has
increased the percentage of external board members from
25% to 60% (Figure 6.7-1) and has appointed an external
director as the head of its audit committee. These results are
related to the applicant’s strategy of achieving greater
independence in oversight of governance and financial audits.
Levels
Trends
Linkages
39. ตัวอย่าง
ลองหามิติคะแนนในข้อคิดเห็นนี้
Although overall satisfaction levels are shown, no segmented
results are provided. The applicant identified inpatient, elderly
women, and long-term care as key customer segments.
Without results for these segments it may be difficult for
leaders to assess progress in meeting the unique needs
identified as important to satisfying these customers and
meeting business objectives.
Levels Integration
41. ตัวอย่าง
ลองหามิติต่าง ๆ ในข้อคิดเห็นนี้
Overall satisfaction levels are consistently higher than VHA average in each
of the three key customer requirements (access, courtesy, and quality of
care) as shown in Figure 7.2-3. The Overall Customer Satisfaction –
Access levels are in the mid-90s for the past three years, consistently
above VHA average (see Figure 7.2-4). The Overall Customer Satisfaction
– Courtesy levels show an increase from 80% in 2003 to 88% in 2005
(see Figure 7.2-5). The Overall Customer Satisfaction – Quality of Care
levels are sustained at high levels of satisfaction, 97% each of the past
three years (see Figure 7.2-6). This places the applicant in the top 10
VHA facilities each year for quality of care.
Segmentation
Level
Trend
Comparison
42. ตัวอย่าง
ลองหามิติของคะแนน ใน OFI นี้
7.1a While the applicant shows overall customer satisfaction
with product quality for 2002, no trend data are presented to
allow it to track the rate of improvement (Figure 7.1-1). In
addition, the data are not segmented by key customer group (i.e.,
industrial or commercial). Thus, it is not clear how the applicant
identifies variation in its customer satisfaction over time or from
sector to sector to target opportunities for improvement.
43. ตัวอย่าง
ลองหามิติของคะแนน ใน OFI นี้
Although overall satisfaction levels are shown, no segmented
results are provided. The applicant identified inpatient, elderly
women, and long-term care as key customer segments. Without
results for these segments it may be difficult for leaders to assess
progress in meeting the unique needs identified as important to
satisfying these customers and meeting business objectives.