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National Partnership for Reinventing Government
(formerly National Performance Review)
February 4, 1998
NPR Releases New Benchmarking Reports
How organizations treat their employees gives a good clue as to how those employees treat their customers.
That's at least one of the messages in the two online benchmarking studies released by the National Performance Review recently. The
two reports are "World Class Courtesy: A Best Practices Report," and "Serving the American Public: Best Practices in One-Stop
Customer Service."
Partners in the Courtesy study were Defense Commissary Agency, Federal Express, GTE Directories Corporation, Nordstrom,
Ritz-Carlton Hotel Company, the Social Security Administration, Ultimate Support Systems, USAA, the Department of Agriculture, and
Veterans Affairs Medical Center. Team members focused on both employeee-to-employee courtesy as well as employee-to-customer
courtesy. They found that employees who are highly valued and well trained by their organizations provide a higher level of service to
their customers.
Partners in the One Stop Service study were AMP Incorporated, Central Oregon Initiative of the U.S. Forest Service and the Bureau
of Land Management, Ceridian, Conrail, Ford Motor Company, Norfolk-Southern Corporation, Standard Aero, Texas Instruments,
Trade Information Center, USAA, U.S. General Store, Atlanta, U.S. General Store, Houston, and W.I. Gore and Associates. "One Stop"
covered a variety of meanings, from locating all services under one roof to ensuring that the person who answers the phone in an
organization knows exactly who provides the needed services and is able to transfer the call on the spot. Each of the study partners
were customer-driven, had one-stop service as a strategic goal, and understood that employee satisfaction directly affected the ability
to satisfy customers.
National Partnership for Reinventing Government (formerly National Performance Review) 750-17th St., NW, Suite 200, Washington, DC 20006. (202) 632-0150, fax: (202) 632-0390. Visit NPR's web site: www.npr.gov. To subscribe to Reinvention Express by e-mail, send a message to Listproc@etc.fed.gov. Put this message: SUBSCRIBE EXPRESS-L FIRSTNAME LASTNAME
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