1. CLEAR 2008 Annual Conference Anchorage, Alaska “ Promoting Regulatory Excellence Through Surveying” R. David Henderson Executive Director North Carolina Medical Board

2. CLEAR 2008 Annual Conference Anchorage, Alaska Why Survey? Leadership characteristics Monopoly mentality Business model vs. government model Customer service/Customer satisfaction Feedback is critical

3. Types of Customers Interactive session to identify types of customers encountered by regulatory boards CLEAR 2008 Annual Conference Anchorage, Alaska

4. Ongoing Surveys Licensees following their annual renewal License applicants (x2) Complainants Board staff Board members Web site visitors Forum readers CLEAR 2008 Annual Conference Anchorage, Alaska

5. Sporadic Surveys Salary surveys Public opinion surveys CLEAR 2008 Annual Conference Anchorage, Alaska

6. CLEAR 2008 Annual Conference Anchorage, Alaska Speaker Contact Information R. David Henderson Executive Director North Carolina Medical Board PO Box 20007 Raleigh, NC 27619 919-326-1109, ext. 218 david.henderson@ncmedboard.org