Final Report of the e-SRM Committee on the Optimal Delivery of Services to Customers for Standard Reference Materials
John C. Travis, Sally S. Bruce, D J. Clarke, James R. Ehrstein, Michael S. Epstein, Daniel G. Friend, T E. Gills, Kenneth G. Inn, Larry L. Lucas, James E. Potzick, M H. Saunders, N M. Trahey, G M. Ugiansky, R M. Verkouteren, D P. Vigliotti, Robert L. Watters
The e-SRM committee was formed at the request of Technology Services (TS) to recommend ways to employ appropriate technologies to optimize the consistency, efficiency, and effectiveness with which NIST provides technical support to customers for Standard Reference Materials (SRMs). The committee included representatives from Technology Services as well as from most of the technical divisions that provide for the certification of SRMs. Input was invited from virtually every staff member involved in the production of SRMs via an e-mail survey and/or circulation of a draft report for comment. Having gathered and organized the most frequent customer inquiries, the committee identified eleven areas of technical opportunity to address the needs expressed in those inquiries. The overriding concern of the committee is to improve customer satisfaction by means of seamless access to desired information, assistance, or suggestion/complaint registration without the burden of prior knowledge of NIST or its organizational structure.