Ginger askes what do we see in terms of measuring performance in
organizations? Employee performance vs. customer satisfaction?
In this county govt., we focus mostly on employee performance, and don't
do a very good job at that for a variety of reasons. Customer
satisfaction isn't measured save for responding to "squeeky wheels" - i.e.
complaints and politically driven decisions. Most depts., especially
support depts. such as HR, Purchasing, ... don't want to ask their
customers what would satisfy them or even if they are satisfied because a)
negative information is treated as not an opportunity to improve but who
to blame, and b) what if they asked for services we couldn't possible
provide due to lack of expertise or budget/resources.
--Bill Hendry | work e-mail: sfidba@thpl.lib.fl.us Organizational Development Consultant and Trainer Hillsborough County, FL (813) 276-2727, fax (813) 276-2197
Learning-org -- An Internet Dialog on Learning Organizations For info: <rkarash@karash.com> -or- <http://world.std.com/~lo/>