Customer Comment Card Management - DOC - DOC

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					MIOSHA                                                     AGENCY
Michigan Occupational Safety and Health Administration     INSTRUCTION
Department of Energy, Labor and Economic Growth
DOCUMENT IDENTIFIER:                                   DATE:
MIOSHA-ADM-10-4                                        August 10, 2010
SUBJECT: MIOSHA Customer Comment/Suggestion Card

                                       ABSTRACT


I.     Purpose:         To provide a system to obtain customer feedback on the level of
                        service provided by MIOSHA staff and how well the objective of the
                        “Connecting MIOSHA to Industry” Initiative are being met. The card
                        also compliments the “Customer Survey” developed for Strategic Plan
                        Goal 3.1 (Foster a culture of integrity, inclusion, teamwork, and
                        excellence to strengthen confidence in and delivery of MIOSHA
                        services.).


II.    Scope:           The MIOSHA Comment/Suggestion Card will be used by the
                        MIOSHA General Industry Safety and Health Division (GISHD),
                        Construction Safety and Health Division (CSHD), and the
                        Consultation Education and Training Division (CETD). The MIOSHA
                        Appeals Division and the Management and Technical Services
                        Division (MTSD) may also use cards, as appropriate.


III.   References:      MIOSHA Strategic Plan FY 2009 – 2013; Strategic Goal 3.1


IV.    Distribution:    MIOSHA Staff; OSHA Lansing Area Office; General; S-drive
                        Accessible; MIOSHA Weekly; and Internet Accessible.


V.     Cancellations:   History of previous versions of the MIOSHA Customer
                        Comment/Suggestion Card include:
                        MIOSHA-MEMO-ADM-06-2R1, April 25, 2007, expired April 2008
                        MIOSHA-MEMO-ADM-06-2, April 24, 2006, expired April 2007

VI.    Contact:         Martha Yoder, Deputy Director


VII.   Originator:
                                        ______________
                        Martha B. Yoder, Deputy Director
                        Michigan Occupational Safety and Health Administration
MIOSHA-ADM-10-4
August 10, 2010
MIOSHA Customer Comment/Suggestion Card



                                      Executive Summary


In 2006, MIOSHA issued Agency Memorandum MIOSHA-MEMO-ADM-06-2 MIOSHA
Customer Comment/Suggestion Card to provide a system to obtain customer feedback on the
level of service provided by MIOSHA staff and how well the objective of the “Connecting
MIOSHA to Industry” Initiative are being met. The card also compliments the “Customer
Survey” developed for Strategic Plan Goal 3.1 (Foster a culture of integrity, inclusion,
teamwork, and excellence to strengthen confidence in and delivery of MIOSHA services.). In
April 2008, Agency Memorandum MIOSHA-MEMO-ADM-06-2R1 MIOSHA Customer
Comment/Suggestion Card expired. This instruction includes distribution and processing of
comment cards and affects on performance and training. Below is a summary of the significant
changes and clarifications included in this instruction.


                                      Significant Changes


Comments that affect other divisions will be shared with the appropriate division director.

Customers requesting to be added to any LISTSERVs will be sent to the appropriate division on
a bi-weekly/monthly schedule.

Updated the customer comment/suggestion card.




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MIOSHA-ADM-10-4
August 10, 2010
MIOSHA Customer Comment/Suggestion Card


I.     Purpose. To provide a system to obtain customer feedback on the level of service
       provided by MIOSHA staff and how well the objective of the “Connecting MIOSHA to
       Industry” Initiative are being met. The card also compliments the “Customer Survey”
       developed for Strategic Plan Goal 3.1 (Ninety-five percent of employers and workers
       receiving a MIOSHA intervention, rate their experience as useful in identifying and
       correcting workplace hazards and exposures).

II.    Scope. The MIOSHA Comment/Suggestion Card will be used by the MIOSHA General
       Industry Safety and Health Division (GISHD), Construction Safety and Health Division
       (CSHD), and the Consultation Education and Training Division (CETD). The MIOSHA
       Appeals Division and the Management and Technical Services Division (MTSD) may
       also use cards, as appropriate.

III.   References. MIOSHA Strategic Plan FY 2009 – 2013; Strategic Goal 3.1

IV.    Distribution. MIOSHA Staff; OSHA Lansing Area Office; General; S-drive Accessible;
       MIOSHA Weekly; and Internet Accessible.

V.     Contact. Martha Yoder, Deputy Director

VI.    Background. MIOSHA staff provides skilled service and quality assistance to Michigan
       employers and employees on a daily basis. Each year thousands of employers and
       employees have contact with MIOSHA personnel. Often times those interacting with
       MIOSHA provide positive feedback to the staff person providing the service or have
       suggestions for improving program effectiveness. However, there has not been a simple,
       ongoing way to collect feedback on the level of service provided.

       To help ensure the program continues to be responsive and is useful, the MIOSHA
       Strategic Plan for FY 1999-2003 included a goal of ensuring that “Ninety percent of
       employers and workers receiving a MIOSHA intervention, rate their experience as useful
       in identifying and correcting workplace hazards and exposures.” To determine whether
       the program was successful in this area, a customer service survey was administered and
       the results were positive. The goal was continued in the current strategic plan and the
       survey will be repeated once during the five-year period.

       The MIOSHA Comment/Suggestion card is intended to supplement the survey and
       provide an ongoing mechanism to obtain feedback.

VII.   Distribution of Comment/Suggestion Cards. Blue and green cards will be used for
       tracking purposes.

       Blue Cards. MIOSHA field staff will be supplied with the blue cards to distribute to
       employees or employers during the enforcement or consultative intervention at their
       discretion. The field staff will fill in the date, company name and location, their name




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MIOSHA-ADM-10-4
August 10, 2010
MIOSHA Customer Comment/Suggestion Card

        and their division. The blue cards will be more indicative of the comments for the field
        staff.

        Green Cards. Employers will be mailed a green card along with the final letter that is
        sent after the enforcement or consultative intervention (e.g., mailed with the final close-
        out letter for an enforcement activity after the employer has been assisted through the
        abatement process). The administrative support staff responsible for mailing the final
        letter at the conclusion of an enforcement or consultative intervention will fill in the date,
        the company name and location, the name of the MIOSHA representative(s) and their
        division. The green cards will be more indicative of the comments for the process.

VIII.   Processing. The cards will have the date, company name and location, the name of the
        MIOSHA representative and their division on them at the time of distribution. This
        information is imperative for the proper processing of the comments and suggestions
        received. Less favorable comments may be affected by the reason for the inspection,
        circumstances surrounding the inspection, or the extent of the citations and/or penalties
        issued. Therefore, comments must be correlated with inspections in order to better
        understand the nature of the comments.

        The postage paid cards will be mailed back to Lansing for processing. Procedures will be
        established for processing the cards and providing MIOSHA Administration with a
        summary of the responses. Copies of the cards will be provided to the appropriate
        MIOSHA field staff. Copies of cards with comments that affect other divisions will be
        shared with the appropriate division director. A report containing contact information for
        those customers that wish to be added to any LISTSERVs will be sent to the appropriate
        division on a bi-weekly/monthly schedule.

IX.     Affects on Performance and Training. Feedback provided on the comment/suggestion
        cards will not be negatively referenced during MIOSHA staff’s annual performance
        reviews. Feedback from the comment/suggestion cards will not be the basis for
        disciplinary action. If there is a trend of constructive negative comments received, the
        information could be used to provide informal feedback to an individual or group, or as a
        signal that staff needs additional training or information.




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         MIOSHA-ADM-10-4
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         MIOSHA Customer Comment/Suggestion Card

                                                          Attachment




                   MIOSHA Comment/Suggestion Card




How would you rate your overall experience with MIOSHA?                                           Useful         Not Useful
Did you find the staff to be knowledgeable about employee safety and health issues?               Yes            No
Did the staff explain how to correct the safety and health hazards they identified?               Yes            No         N/A

Based on the MIOSHA intervention, did you implement specific changes in your workplace, for example, updated a policy/written
program, conducted safety/health training, corrected safety/health violations, established hazard recognition system, etc.? Please be
specific: ___________________________________________________________________________________________________
____________________________________________________________________________________________________________
____________________________________________________________________________________________________________
What can MIOSHA do better? __________________________________________________________________________________
____________________________________________________________________________________________________________
__________________________________________________________________________________________________
Optional information
Company Name: __________________________________________ Contact Name: ____________________________________
Telephone: ___________________________________ _________ Email: _____________________________________
I would like to receive electronic announcements on:    Consultation Education & Training (CET)       MIOSHA Standards Updates
Date: ________________ MIOSHA Representative(s): ______________ ______________________ Division: _______ __________


                 MIOSHA Mission: Help assure the safety and health of Michigan workers                                 4/10




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