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.

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