Pitt TTO takes business-like approach with surveys to improve customer engagement

摘要

While they certainly have ongoing relationships with many businesses, and have a number of the same processes and structures as businesses, it is clear that in many ways TTOs are not businesses - at least in the traditional sense. Beyond that, TTOs are sometimes reluctant to adopt innovative processes that have become "hot" in the business world - for example, the use of Six Sigma methods.The University of Pittsburgh's Innovation Institute has broken this mold recently with the introduction of satisfaction survey processes quite common in business, but virtually unknown among TTOs. This is no coincidence, as the Interim Director Evan Facher, PhD, MBA, and program manager Jennifer Ireland both have extensive business experience.