customers

["Carole L. Touchinski" <ctouchinski@glcyd.org>]

Dear List,

I am currently engaged in the study of the nonprofit organization
customer. It is a very fascinating process to say the least. A few areas
I would love thoughts, feedback and suggested reading on... 1) Customer
Feedback Loops 2) Customer Satisfaction vs. What the Customer Values
about the organization and the study of Customer Flow through the
organization. It is interesting to apply this information to a
Plan~Do~Study~Act philosophy and help NPO's become more focused in on
the concept of customer. The discussion about a true third party payer
for nonprofit and making sure our customers are receiving quality
services even in environments where we may be the only service provider
is also interesting. Any thoughts?=20


Dr. Carole L. Touchinski, C.F.R.M.
Director of Research
Great Lakes Center for Youth Development
307 S. Front St.=20
Marquette MI 49855
906.228.8919 Phone
906.228.7712 Fax
www.glcyd.org