The Information Technology department in NPPC has had its own scorecard for many years that includes metrics on user satisfaction, customer service performance, and hard measures of system uptime, response time, and performance of the call center. They also have back-up plans in place in the event of a power outage or other technology-related problem. Technology is evaluated on its ability to improve productivity and customer satisfaction, in the manufacturing operation area the technology is an area of significant focus, that’s why some of their technology was internally designed, and it is of their property.