darrelhuish.net

I’ve been watching the US Open Golf tournament this weekend, listening to about 7 hours of commentary each day covering not only what is happening but predicting who has an advantage, and who will ultimately win the tournament. But later today we will know exactly who won, and where each challenger made their mistake and fell away. That’s why they keep score, right?

Later this week, ITS will send out a very simplistic customer satisfaction survey. I believe we will hear from several trained professionals that the survey doesn’t ask the right questions in the right way. My response is that for an organization that hasn’t been keeping score, it is better just to start — even knowing that the responses will raise as many questions as they answer — than it is to delay any longer while we design a masterful survey.

The question I am most interested in is the one that asks whether the person feels that ITS services can be counted on to help them to do their jobs. That really gets to the bottom line. It isn’t whether we provide 100mb to the desktop, or whether we are running Oracle 10g, or Blackboard 7.0. What we need to write down on the scorecard is how many people feel that ITS lets them do a better job at Maricopa. I can’t wait to find out how we are doing, and what we can do to improve.