MODIFYING SERVICES BASED ON SURVEY RESULTS
Having conducted the survey to learn clients' opinions about the service, the final step is to implement changes to meet their needs.
What can the manager change, and what is beyond the service's control, due to institutional constraints? Taking the example of the Technical information Service's clients' comments about slow billing and limited payment options, the staff began putting estimated cost information on the cover sheets for locally supplied items. Since the university accounting office determines the monthly billing cycle, staff has no control over the timeliness or format of invoices. However, the manager is working with the library business officer to explore providing clients with credit card and deposit account billing options.