The primary aim is to measure CleanAir’s progress towards our corporate aim. The secondary aim is to supply data from the surveys to others to increase CleanAir’s value to all customers.

This is to be a comprehensive measurement to demonstrate to all interested stakeholders the progress ofCleanAir.

Stakeholders Quality Indicators

Employees Progress toward the Aim

Management Progress toward the Aim

Process Teams Accomplishments toward the Aim

Customers Value ofCleanAirrelationship

• Survey Forms
• Scanner

1. Internal customer / supplier visits will be conducted to determine the content of the questions on the survey and to gain their support for this process.
1. SELECTION of CUSTOMERS
   1. A total of 4 invoices will be chosen each month for Source Services with an expected return of two survey. These invoices may or not be for completed projects. If we know that the project is not completed, the non-relevant portion of the survey should be lined out.
   2. A total of 2 invoices will be chosen each month for Instrument Rental with an expected return of one survey.
   3. A total of 2 invoices will be chosen each month for Express Products with an expected return of one survey.
   4. A total of 2 invoices will be chosen each month for France with an expected return of one survey.
   5. Customer names will then be selected for each project. For the service survey, the names will be gathered from the 4D database or the salesperson. A representative from the Instrument Rental and Express groups will provide contact names for their surveys.
   6. If any of the invoices selected have contacts that have already been surveyed (duplicates) in the last six months, we will then call theCleanAirRelationship Manager to request an alternate contact.
2. CONDUCT SURVEY
   1. The survey and cover letter is sent to the customers.
   2. A call will be made on the approximate day the survey would arrive, notifying the surveyed of its arrival and also stressing our interest and the importance of the survey for CleanAir’s success.
   3. Two weeks will be given for the return of the survey. After that time, a very friendly reminder call will be made for the primary purpose of determining how we could have made it easier or possible for the client to respond.
3. returned surveys
   1. The returned surveys will be scanned in and saved in JPG format. The source surveys will be placed in Barb J’s drop folder. The rental and express surveys will be placed in Jeanette’s drop folder.
   2. For source surveys only -> The survey will be placed in the appropriate Project file on theCleanAirFile Server -> Project Work Folders -> Project Folders. The surveys can be read by any internet browser or graphic program.
   3. The Source Core Leader, Team Leader, Project Manager, and other involved parties as appropriate will be notified by QuickMail when the survey is available on the File Server.
   4. Anyone wishing to have surveys posted in a different file can make this request.