1. An initial step in developing the customer service guidelines is to establish a mission statement and a philosophy statement for the Town of Davie. Such statements evolve from the Town’s view of two critical TQM principles: Customer Service and Quality. Customer service and quality for the purposes of these guidelines are defined below:
a. Customer Service. Involves adding people to a service or a product in order to meet customer expectations regarding value and time.
b. Quality. The process of meeting customer standards and expectations by conformance to customer requirements in a timely and effective manner.
2. From these definitions, a mission statement and a philosophy statement have been crafted.
a. Mission Statement
Davie, a family oriented and diverse community that retains its hometown feeling, offers customer friendly services to its residents and is a unique jewel in central Broward County, that treasures its environment, rural and equestrian lifestyle, while attracting, encouraging and retaining viable economic and educational opportunities.
b. Philosophy Statement
The Town of Davie will strive to fulfill its mission by undertaking all its challenges and efforts with creativity, courage, and resolve. The Town of Davie is both a regulatory agency and an agency whereby staff must also be facilitators. Town decisions must always benefit the public interest within the context of balancing individual rights. To that end, every developer, builder, contractor, and member of the public citizenry is a Town client and should be treated with respect and dignity. It is the Town’s responsibility to provide the best possible service within the confines of ordinances, codes, and policies that are administered and enforced. The Town’s challenge is to enforce its codes in a fair manner with customer service in mind and the judicious use of flexibility where
appropriate.
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