Customer Expectations for Management Information in Fire and Emergency Service Organizations: Developing a Standardized Product Line for the Infomatics and Quality Improvement Unit at Tualatin Valley Fire & Rescue [open pdf - 1MB]
"This research paper examined the needs and desires of line fire service supervisors for management information to assist them in carrying out their supervisory duties. The problem was a lack of a standardized and consistent approach to developing and reporting operational performance data within the department, resulting in diminished efficiency and effectiveness of the Infomatics and Quality Improvement Unit. The purpose of the project was to produce a menu of standardized reports which could be programmed, produced and distributed efficiently, and which would be useful to managers and supervisors. The development of this paper involved both historical and action research to identify the needs and wants of fire service supervisors for reports of operational performance parameters, to identify those reports commonly used by supervisors in other fire departments, and to develop a menu of stardard reports which could be readily produced from the department's records management and reporting system. The major procedures were (a) review of the literature concerning fire service information systems planning and development, (b) a survey of internal customers, and (c) a survey of selected fire services conducted to determine their information reporting and utilization practices. The major findings of this paper were that there is consensus among internal customers concerning their needs and desires for standardized reports and on the desired frequency of reporting, that few fire departments regularly distribute performance data to line managers and supervisors, and that the development of a useful menu of standard reports is possible."
United States. Federal Emergency Management Agency, Learning Resource Center: http://www.lrc.fema.gov/