Management makes decisions without delay. Progress toward customer service goals is tracked, reported to relevant workgroups, and used to plan for improvements. There is effective communication between Headquarters and Field offices. There are effective, well defined systems for linking customer feedback to those who can act on this information. Employees receive the mentoring they need to perform their jobs effectively and meet career goals.
Management provides sufficient time, training and dollars to promote quality improvement.
Training in techniques to resolve disputes cooperatively is provided. Diverse groups participate in the development of performance measures for the office. When changes are made, communications are generally handled well.