02 304 OD ORS
Evaluation of Service Delivery to NIH Customers
Final Report
Presented to:
National Institutes of Health
Office of the Director
Office of Science Policy
Office of Evaluation
March 23, 2005
Prepared by:
Antonio Rodriguez
Office of Quality Management, Office of Research Services and Janice Rouiller, Ph.D
SAIC
Contents
1 Executive Summary 2
1.1 Introduction 2
1.2 Approach 2
1.3 Results. 2
1.3.1 Question 1: How satisfied are Service Group customers with ORS/ORF products and services? 2
1.3.2 Question 2: What needs do Service Group customers have that ORS/ORF is not currently fulfilling? 2
1.3.3 Question 3: Can Service Groups describe how their processes operate through depiction in process maps? 2
1.3.4 Question 4: Can Service Groups diagnose and improve the methods they use to deliver products and services? 2
1.3.5 Question 5: Are Service Groups retaining the employees they need to meet customer demand? 2
1.3.6 Question 6: Are Service Group employees satisfied with their quality of work life here? 2
1.3.7 Question 7: Did Discrete Service unit cost of service delivery change? If so, why? 2
1.3.8 Question 8: Have ORS/ORF’s business operations, products, and service delivery improved as a result of the inputs provided by the Office of Quality Management (OQM)? 2
1.3.9 Question 9: Have ORS/ORF’s products and service delivery improved as a result of diagnosing and implementing changes to business operations? 2
1.3.10 Question 10: Have ORS/ORF’s products and service delivery improved with the implementation of performance measurement methods? 2
1.3.11 Question 11: Have ORS/ORF customer satisfaction ratings improved with the implementation of performance measurement methods? 2
1.3.12 Question 12: Have ORS/ORF outcomes improved with the implementation of performance measurement methods? 2
1.3.13 Question 13: Overall, what have been the organizational effects of implementing the PM process? Have these effects been positive or negative? 2
1.3.13.1 FY04 PM
Final Report
Presented to:
National Institutes of Health
Office of the Director
Office of Science Policy
Office of Evaluation
March 23, 2005
Prepared by:
Antonio Rodriguez
Office of Quality Management, Office of Research Services and Janice Rouiller, Ph.D
SAIC
Contents
1 Executive Summary 2
1.1 Introduction 2
1.2 Approach 2
1.3 Results. 2
1.3.1 Question 1: How satisfied are Service Group customers with ORS/ORF products and services? 2
1.3.2 Question 2: What needs do Service Group customers have that ORS/ORF is not currently fulfilling? 2
1.3.3 Question 3: Can Service Groups describe how their processes operate through depiction in process maps? 2
1.3.4 Question 4: Can Service Groups diagnose and improve the methods they use to deliver products and services? 2
1.3.5 Question 5: Are Service Groups retaining the employees they need to meet customer demand? 2
1.3.6 Question 6: Are Service Group employees satisfied with their quality of work life here? 2
1.3.7 Question 7: Did Discrete Service unit cost of service delivery change? If so, why? 2
1.3.8 Question 8: Have ORS/ORF’s business operations, products, and service delivery improved as a result of the inputs provided by the Office of Quality Management (OQM)? 2
1.3.9 Question 9: Have ORS/ORF’s products and service delivery improved as a result of diagnosing and implementing changes to business operations? 2
1.3.10 Question 10: Have ORS/ORF’s products and service delivery improved with the implementation of performance measurement methods? 2
1.3.11 Question 11: Have ORS/ORF customer satisfaction ratings improved with the implementation of performance measurement methods? 2
1.3.12 Question 12: Have ORS/ORF outcomes improved with the implementation of performance measurement methods? 2
1.3.13 Question 13: Overall, what have been the organizational effects of implementing the PM process? Have these effects been positive or negative? 2
1.3.13.1 FY04 PM