Best practices book - Flipbook - Page 97
BUILDING DEPARTMENT
CITY OF ROCHESTER HILLS
QUALITY CONTROL MANUAL
Customer Service Division Quality Control Measures
Customer Satisfaction: Information through surveys, e-mails, letters, counter
visits, and from other Departments is reviewed as it comes in to determine that we
are meeting our Customer Service goal of 100% customer satisfaction. (Goal #1)
Random calls to permit applicants: At the end of each month, the Office
Coordinator will randomly select 1 permit (per trade) issued for that month and
telephone the applicants to solicit their comments and concerns on the service
they received. The Customer Satisfaction Survey will be used as a guideline for
the conversation. Results of comments will be forwarded to the Director for
review by the 10th of the next month. (Goal #1)
Accuracy of the trade and building permits: The various permits are
monitored daily to determine all processes are being followed accurately.(Goal
#2)
o Refer to Customer Service Division, Document #2.2.5060, Monitoring
Accuracy of Building and Sign Permits procedure.
Random sampling of file organization prior to digitizing: Random sampling
of files is performed prior to files being sent for microfilming. The Office
Coordinator will review 3 files from the box of files being sent and review to
ensure each file is organized properly and that the residential files are being
closed out within 30 days of final inspection approval. (Goal #3)
o Refer to Customer Service Division, Document #2.2.0060, Closing Out
Residential Files.
o Refer to Customer Service Division, Document #2.2.0070, Closing Out
Commercial Files.
Effective 030316
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