Would you like to…

• Know what your customers find most important about the services you provide?
• Determine if there are customer needs you are not meeting?
• Find out how satisfied your customers are with your services?
• Gain insights from your customers on how you might improve?
• Educate your customers about your services?

Or, have you recently…

• Initiated a change in your services?
• Initiated a change in the processes or procedures you use in your organization?
• Started a new program or initiative?

Do you know what impact your changes have had on your organization, customers, or on NIH staff that may have been affected by the changes? What is working and what is not working – and why?

The Office of Quality Management (OQM) can help you answer these questions and many more. Our office has worked with a wide variety of NIH organizations since 2001 (e.g., Office of Communications and Public Liaison; Office of Management; Office of Acquisition Logistics and Operations; NIH Public Health Service “Step-It-Up” Campaign; Clinical Center, Office of Patient Recruitment; as well as many ORS and Office of Research Facilities organizations) to design and conduct needs assessments, customer satisfaction surveys and program evaluations. We use a sophisticated survey tool (formerly known as SPSS) which resides behind the NIH firewall ensuring data integrity to gather information. In addition, our office provides comprehensive reports on the results including comment analysis and recommendations.

For questions, please contact Dr. Janice Rouiller, OQM’s Organizational Psychologist, at janice.rouiller@nih.gov.

For a complete list of OQM customers and provided services, please visit: https://www.ors.od.nih.gov/od/oqm/Pages/index.aspx.