This article describes a "Tracking System" employed to organize an enterprise information system into a comprehensive system to ensure quality and customer satisfaction. Using database searches to locate past users of a service and identify previous users of a similar or related service, the Tracking System allows Extension professionals to efficiently deliver value to customers.
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Harrison, J. D., & Toney, A. H. (2004). A "Tracking System" to Assure Quality and User Satisfaction. The Journal of Extension, 42(2), Article 32. https://tigerprints.clemson.edu/joe/vol42/iss2/32