Goal A: Successful Internal Customer Collaboration
is the basis for external customer success.
Strategy 1: Workplace
Assess effectiveness of the new library personnel initiatives
(e.g., workshops, handbooks, discussion groups, evaluation tools) and establish
benchmarks and outcome measures. Use surveys, focus groups, and other forms of
feedback to monitor effectiveness.
Strategy 2: Continuous Improvement
Use feedback from Strategy 1 to continuously improve library personnel programs
and service to internal customers.
Strategy 3: Staff Orientation
Working in collaboration with library departments, the LCSC, Personnel
Development Committee, ASU Human Resources, and others, expand the current
orientation program to provide a comprehensive orientation process for new and
current employees. Evaluate effectiveness.
Strategy 4: Incorporate customer service
Incorporate customer service dimensions into recruitment,
orientation and performance evaluation.
Strategy 5: Staff Safety and Security
Goal B: Surveys.
Continuing surveys of our customers, from the biennial
library-wide Spring survey, to specialized focus groups or other smaller surveys
are essential to keep track of our progress in strategic areas and to learn about
new problems that affect customers. Survey data helps us see if we are on track
and also points to actions that may make the greatest impact on our customers.
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