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Office of Audit Services

 

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CUSTOMER SERVICE INITIATIVE
1. Who are our customers?

The Office of Audit Services has several customers. First and foremost, our primary customer is the Audit Committee of the Board of Trustees. We directly report to this Committee and perform audits on their behalf. We also provide assistance to the University's departments, management centers and colleges, and senior management. As such, those groups -- and the students, faculty and staff who operate within them -- are also our customers. We also assist various government agencies and our external auditors in fulfilling their oversight responsibilities. The last group consists of contributors, alumni, and the Cleveland community -- all of which we indirectly service by providing a high level of assistance to our customers.

Within the Office of Audit Services, our customers are the individuals we directly report to and also those we supervise and coach. 

2. What are the goals and objectives of customer service within our area?

We understand that our success depends on satisfying the needs of our customers. We fully recognize the value of our relationships with our customers and consistently do everything possible to exceed their expectations. Our goal is to provide a service that promotes efficiency, productivity, cost savings, and effective internal control at a reasonable cost.

 

 
        • To put the customer first, we ceaselessly strive to:
          • -Build relationships with customers to understand their needs
          • -Initiate changes which better meet customer needs
          • -Make decisions only after answering the question, “How will this affect my customer?”
          • -Eliminate any processes, functions, or procedures that have limited or no relationship to customer needs
          • -Act on feedback from customers
          • -Recognize that the quality of work we provide each other directly affects the quality of work we provide to our customers
          • -Meet the objective of each audit while maintaining a professional relationship
          • -Complete the annual audit plan and each audit in a timely manner
          • -Display the utmost courtesy and respect to customers and associates
          • -Always improve what we do
          • -Work as a unified team and go the extra mile to help each other
          • -Constantly search for new ways to strengthen our performance
          • -Return all phone & voicemail messages within 24 hours
          • -Complete all personnel evaluations promptly
          • -Maintain confidentiality
          • -Stay focused on high risk audit areas
          • -Complete individual audits within a 4-month period
          • -Have at least 85% of our recommendations agreed to by management/the auditee
      3. How will we know as a department that our goals are met?

      We will know if our goals are being met by these measurements:

      • Customer Satisfaction Survey-- We will ask every individual and group that is audited by the Office of Audit Services to fill out a survey. We will review the results of the survey and respond accordingly.
      • In December of each year, we will:
        • Assess the department against the goals outlined above.
        • Summarize the responses from the Customer Satisfaction Surveys and implement corrections to any negative trends.
        • Review the past year's audit reports to determine if at least 85% of our recommendations were agreed to by management.

      Other items may be used to determine if we are succeeding in meeting our objectives but are difficult to measure, such as informal comments made by upper management or the university at large.