External Customer Satisfaction Research Articles

Environmental products and sustainability awards

Objective: To analyse the impact of companies' commitment to the production and distribution of environmental products on the winning of sustainability awards, and whether it is affected by the effects of the crisis and uncertainty caused by the Covid-19 pandemic and the Russian invasion of Ukraine.Methodology: Based on a sample of 718 companies from 35 countries and data from 2013 to 2022, a logistic regression for panel data was used.Results: The results show that the production and distribution of environmental products is positively associated with winning sustainability awards, and this effect is slightly stronger in the uncertainty period that characterises the years 2020 to 2022. Sustainable packaging initiatives and end-of-life recovery and recycling initiatives are the attributes with the greatest weight in external recognition, although the latter starts to become relevant in the uncertainty period. Furthermore, both producing and distributing sustainable products and winning sustainability awards have a positive and significant impact on customer satisfaction.Limitations: The sample consists of the world’s largest companies, so the results might differ if smaller companies were analysed. The dependent variable is binary, which did not allow us to examine in detail the impact of environmental products on companies’ external recognition.Practical implications: The results may encourage managers to produce and distribute sustainable products to increase external recognition and customer satisfaction and provide guidance on the attributes to be developed. They could guide policy-makers in making companies more resilient to crises by encouraging them to innovate environmentally in their products.

Duty Bearers and Care Seekers

Health care systems and businesses have a common format of service delivery to the customer. Both internal and external customers are there and the difference is in the urgency, degree of continuity of care, and sensitivity of issues. Motivation of internal customers and satisfaction of external customers are the key elements of success. The service system is described as a Four-block service system.

IMPLEMENTASI SISTEM MUTU INTERNAL UNTUK MENINGKATKAN MUTU PENDIDIKAN DASAR

To implement state education goals, internal quality assurance is carried out in relation to national education standards. Internal quality is now applied not only to higher education, but also to primary and secondary education. We continue to ensure and lead educational quality assurance and compliance in primary and secondary school units. The aim of this research is to determine and describe the implementation of the internal quality system cycle. The techniques used in data collection are: Observation, interviews, documentary research. The results of the research show that the quality improvement steps implemented at Bawamai Pontianak Elementary School are in accordance with the SPMI cycle steps including: First, school self-evaluation based on education quality certificates; second, a plan to improve quality through the formation of a quality committee and analysis of the results of the Kermbali School self-evaluation; Implementation of quality improvement, fourth, evaluation of follow-up and results of quality improvement after quality improvement, and fifth, return to next year's quality plan. The results of implementing internal quality assurance influence a more innovative learning process, student and school performance, satisfaction and success of internal and external customers. Eight national education standards.

A-109 Application of Lean Manufacturing in Electrophoresis Test Processing in Order to Reduce Lead Time

Abstract Background There has been an increase on the demand for Protein Electrophoresis and Hemoglobin Electrophoresis exams over the past few years. This growth drew attention and motivated the laboratory’s Production Planning and Control (PPC) team to carry out a process flow analysis of the electrophoresis samples coming from the external units, which are responsible for approximately 60% of the total samples analyzed of these two exams. The study aimed to minimize waste throughout the process, optimize the use of resources, standardize continuous flows of activities, and reduce the Turnaround Time (TAT) of the samples in question, disseminating Lean culture and increasing the satisfaction of internal and external customers. Methods In order to reduce the TAT of electrophoresis exams from external units, the PPC team carried out on-site visits and revised the entire flow of processes related to these exams and others that could indirectly influence it, from collection and transport until the analyst’s signature and release of the result to the patient, mapping the entire flow covered by the samples and identifying possible important bottlenecks inherent to the activities, aiming at possible opportunities for improvement, through interviews, brainstorming, flowcharts and Design Thinking. Data such as the volume of monthly tests, percentage of external samples, TAT at the regional units, TAT at the Immunochemistry sector and total TAT were extracted from the laboratory’s automated data system and analyzed by the PPC team. With this, it was possible, through the Pareto analysis, to prioritize the obstacles to be overcome and focus on the main identified bottleneck, the amount of time for signing and releasing the reports, in addition to focusing on the random flow between the receiving and triage area and the processing technical area. Results Upon discovering that the greatest impact on processing time was located in the post-analytical phase of signing and releasing of the reports we suggested the capacitation of three extra analysts for the execution of the mapped action, the retraining of the technicians of the sectors responsible for the distribution of samples and supply of the machines and the standardization of a continuous flow between the areas, strengthening the Lean philosophy and the FIFO dynamics (First in—First out). Thus, we obtained a considerable decrease in the TAT of protein and hemoglobin electrophoresis, in which the total TAT of the operation was reduced by approximately 34% and the TAT referring to the time inside the Center of Technical Operations (CTO) by approximately 40%. Conclusion With the implementation of the above mentioned processes and the use of the Lean philosophy, the laboratory was able to considerably optimize the TAT of the Hemoglobin and Protein Electrophoresis exams, in addition to training employees to release results and enhance the standardization of receipt processes and distribution of these samples, with this, it was possible to optimize resources, increase the productivity of the sector, reduce the time of patient care and consequently maximize added value to the service.

Evaluation of the perception of the quality of television services in the Isthmus Oaxaqueño, México

The present work was carried out in the five largest populations of the Isthmus of Tehuantepec Mexico, the objective of the article is to evaluate the perception of the quality of services offered by pay television. The specific objectives sought to identify the quality components that determine the satisfaction of external customers of television companies and identify the factors that influence their behavior when to hire the service; the results showed that 57.44% of the clients are satisfied with the services provided, the basic features of the elements were determined that result in customer satisfaction, the percentage of approval by elements evaluated are: tangibility 60.81%, reliability 57.82%, response 55.15%, security 57.83% empathy 56.04% approval, 920 people were surveyed and 31.18% of them they do not hire a television service. The findings found indicate that people are satisfied with the service provided by the television stations.

Assessing the Impacts of Internal Communication: Employer Branding and Human Resources

Human capital is considered the most important resource in any organization. However, most companies are concerned with external customer satisfaction, without devoting much attention to the satisfaction of their employees. Indisputably, employee satisfaction is fundamental and determines the success or failure of what the customer experiences. Technological developments have changed our lives and habits, and even the way we relate to others, so the online increasingly influences the offline. The purpose of this manuscript was to examine the relationship between the Digital Communication of companies and their Employer Branding, with a special focus on the close relationship that employees feel with the company. To perform this analysis, a case study was carried out using a qualitative approach. Interviews with seven managers from three different companies, two of whom are responsible for the Digital Communication of their organizations, were performed. With the analysis of the data obtained, it is concluded that the Employer Branding perceived by the employees is of a positive image of the company, but they do not feel emotionally more connected with the organization through the Digital Communication practiced by it. With this study, it is expected that organizations recognize the importance that an online presence has in the image of their brand as a whole, and that it is important to invest in Digital Communication, but it has to be performed with an action plan to achieve the objectives intended. From an interdisciplinary perspective, the manuscript presents insights for marketing (digital marketing and employer branding) and for socially responsible behavior by organizations (in a Portuguese context).

Yard Crane Rescheduling under the Influence of Random Fault

In the operation of the imported container area of the container yard, the fault of the yard crane often occurs, and the fault is random and unpredictable, which greatly affects the operational efficiency of the container yard. To improve the operation efficiency of the container yard, this paper studies the rescheduling optimization problem of the multi-container area and multi-yard crane when random faults occur in container lifting operations in the container import area. Considering the different impacts of different fault conditions on the container yard operation, the fault impact judgment mechanism is established. The waiting time of external container trucks and customer satisfaction is considered for yard crane rescheduling. Yard crane rescheduling model after the fault is constructed, aiming at the minimum deviation from the original scheduling scheme. And the AEA (annealing evolution algorithm) algorithm is used to solve it. The effectiveness of magic and the specificity of the algorithm are verified by the analysis of numerical examples in different scales. The research data of Dalian Port is used to carry out experiments, and the experimental analysis of examples in different scales verifies the effectiveness of the model and the scientific nature of the algorithm. Compared with the existing scheme, this scheme is more practical, which can not only give the treatment scheme immediately when the fault occurs but also effectively improve the working efficiency of the container yard and provide a reference for the port to enhance customer satisfaction.

Implementation of HR management functions: A quality-analysis

This study aims to analyze the practice of Human Resource (HR) management functions in Madrasah Aliyah Negeri (MAN) Yogyakarta III from a quality perspective. The research method used is descriptive qualitative through in-depth interviews, observation, and documentation. Data analysis uses the stages of reduction, presentation, and inference. The results showed that, at MAN Yogyakarta III, the institution's quality is quite influenced by implementing the Human Resource Management (HRM) function, which can be seen in the form of internal and external customer satisfaction. For internal customers, customer satisfaction can be seen from the increase in psychological development, such as opportunities for personnel to continue to learn and develop abilities, assist personnel in developing their talents and creativity as well as efforts to create an atmosphere and culture that can make personnel feel satisfied and comfortable. As for external customers, satisfaction increases physical and psychological development, such as achievement scholarship programs, coaching, parallel achievements, a conducive learning atmosphere, family relationships between teachers and students, good learning services, capacity building, and creativity.

The relationship between internal marketing, service quality, price, image, and customer satisfaction : Focused on wedding hall

The objective of this study was to identify the relationship between internal marketing (external communication, internal communication, empowerment, educational training, and leadership); internal customer satisfaction; service quality (physical environment, process quality, and outcome quality); price fairness; image; and external customer satisfaction. It also investigated the indirect effect of internal marketing on service quality, image, and external customer satisfaction through internal customer satisfaction and service quality. The results of this study showed that external communication, internal communication, educational training, and leadership of internal marketing had positive impacts on internal customer satisfaction, but empowerment did not. Second, internal customer satisfaction had a positive impact on service quality. Third, service quality and price fairness had positive impacts on wedding hall image. Fourth, service quality, price fairness, and wedding hall image had positive impacts on external customer satisfaction. Fifth, the positive indirect effects of external communication, internal communication, educational training, and leadership on service quality, wedding hall image, and external customer satisfaction were significant. The positive indirect effects of internal customer satisfaction on wedding hall image and external customer satisfaction were also significant. The implications and limitations of the study are presented in the conclusion.

Addressing service profit chain with artificial and emotional intelligence

ABSTRACT In view of the prevalence of artificial intelligence (AI) – powered applications in service organizations, this paper draws on service profit chain theory and proposes these applications as a service product for employees (referred to as internal customers) and customers. The outcome of which is to examine the influence of AI service quality on internal and external customer loyalty. Customer satisfaction and engagement are modeled as mediators, whereas emotional intelligence (EI) is a moderator in AI – customer loyalty relationships. Two studies were undertaken with employees and customers in Australian-based hotels to examine these relationships. The results show that AI service quality is significantly related to internal and external customer satisfaction and engagement. Both internal and external customer engagement have significant effects on customer loyalty and play a significant mediation role in the service quality – customer loyalty relationship. EI has only a significant moderation effect on the relationship between AI service quality and customer engagement for internal and external customers. Discussion and implications of the research findings are provided for researchers and practitioners.

Influences of Internal Service Quality, Employee Satisfaction, External Service Satisfaction And Customer Satisfaction Toward Customer Loyalty Of Gojek Service Users in Malang

This research aims to examine and analyze internal service quality influences toward external service quality and employee satisfaction; to examine and analyze employee satisfaction influences toward external service quality and customer satisfaction; to examine and analyze external service quality toward customer satisfaction; and to examine and analyze customer satisfaction influences toward customer loyalty of Gojek service users in Malang. The research type used is Explanatory Research. The investigation type in this research is determining causal relation. The population consists of samples of 150 employees [driver] and Gojek customers in Malang. The technique of taking samples in this research is using purposive sampling. The analysis technique used in this research is SEM operated through AMOS 18. From the analysis results, it can be concluded that internal service quality has influences toward external service quality and employee satisfaction by the values of CR as respectively 2.794 and 5.436 and also p-value smaller than 0.05. Employee satisfaction does not have influences toward external service quality by the value of CR as 0.908 and p-value bigger than 0.05, but employee satisfaction has influences toward customer satisfaction by CR as 2.029 amd p-value smaller than 0.05. External service quality has influences toward customer satisfaction by CR as 2.739 and p-value smaller than 0.05. Then, customer satisfaction has influences toward service user loyalty by CR as 4.451 and p-value smaller than 0.05. Conclusions is Internal Service Quality has influences toward External Service Quality of Gojek service users in Malang, Internal Service Quality has influences toward Employee Satisfaction of Gojek service users in Malang, Employee Satisfaction does not have influences toward External Service Quality of Gojek service users in Malang, Employee Satisfaction has influences toward Customer Satisfaction of Gojek service users in Malang, External Service Quality has influences toward Customer Satisfaction of Gojek service users in Malang, Customer Satisfaction has influences toward Loyalty of Gojek service users in Malang.

Kajian Kualitas Pelayanan Menuju Peningkatan Kepuasan Pelanggan Eksternal Fakultas Pertanian Universitas Mataram

The purpose of this study was to measure the service quality of the implementing unit of higher education institutions, to measure the level of external customer satisfaction, and to analyze the relationship between service quality and external customer satisfaction levels. To achieve these objectives, research was carried out by combining observation methods, distributing questionnaires to 200 external customers, focus group discussions, and public consultations. As the unit of analysis in this study, external customers consist of parents of students, alumni, graduate users, and cooperation partners. The collected data were analyzed using descriptive statistical analysis, and non-parametric statistical analysis, namely Spearman rank correlation. The results showed: the service quality of higher education implementing units is identical to the level of satisfaction of external customers; achievement of the level of external customer satisfaction is from good to very good; external customer satisfaction of alumni and graduate users is in a good position, while external customers of students' parents and cooperation partners are in a very good position.

Islamic banking and customer satisfaction in Pakistan: evidence from internal and external customers

PurposeThis study aims to find the determinants of internal and external customer satisfaction of Islamic banks of Pakistan through service quality indicators that are assurance, reliance, empathy, tangibility, responsiveness. Compliance has also been added as a determinant of customer satisfaction. In this study, customers are divided into two groups, internal customers are those who are an employee in the Islamic bank and also an account holder. While external customers are account holders only in Islamic banks of Pakistan.Design/methodology/approachIn this study, a quantitative research approach is used for analyzing the behavior of internal and external customers of Islamic banks in Pakistan. The instrument which is used to analyze the study’s data, is a structured five-point Likert-scale questionnaire. The structural model was analyzed with the help of the partial least squares structural equation modeling approach.FindingsThis study concluded that internal customers of Islamic banking are well aware and have full information and their level of satisfaction is positive toward the bank’s services. While external customers feel satisfied while using the Islamic banking services in Pakistan. Service quality indicators are positively and significantly related to customer satisfaction in the external customer model. On the other hand, some of the indicators are not showing a significant impact on the internal customer multi-group analysis shows a difference of coefficients are insignificant between internal and external customers.Practical implicationsThis study helps policymakers, to understand the behavior of internal and external customers of Islamic banking in Pakistan for creating favorable policies for an interest-free banking service.Originality/valueThis research study provides an analysis of the customer satisfaction of Islamic banks in Pakistan by dividing Islamic bank customers into two groups (internal and external customers). The purpose for dividing Islamic bank customers into two groups is that this study wants to highlight that external customer’s perception is the same as internal customers or not? Before this study, it is difficult to find single research on this topic, whereas only one study is find-out on the factors that affect internet banking adoption among internal and external customers.

Participation Status of Charities in Iran’s Health System

Objective: This study aimed to reflect on the participation status of charities at different levels (i.e., prevention, treatment, and rehabilitation) of Iran’s health care system. Methods: This descriptive cross-sectional study was fulfilled in 2019 based on 40 charitable organizations involved in health care services delivery, which were randomly selected from the Iranian Charities Portal (ICP). Data were collected via a valid and reliable researcher-made questionnaire. SPSS software version 16.0 was used to analyze data. Results: Direct and indirect methods of service delivery were used in 63% of organizations. The most important sources of funding were associated with public donations. Furthermore, 94% of charities were evaluating the health care services with internal and external evaluation and customer satisfaction surveys. Conclusions: The charities could be a precious contribution to the health care system. To use this potential as a synergistic factor of the health system, adopting such strategies as creating sustainable funding sources and establishing more coordination between organizations are essential.

The Effect of Esthetic Salon's Internal Marketing on Employee's Job Satisfaction - Focus on Be-chae Group -

The purpose of this study is to analyze the effects of esthetic salon's internal marketing factors on the employees' job satisfaction, seek continuous internal marketing strategies in order to enhance esthetic business' internal customer satisfaction, improve the esthetic salon's service competitiveness, and use the study results as baseline data for the esthetic industry development. This study targeted skin specialists working in three brand companies of Be-chae Group, namely Yakson House, Dalia Spa, and Yeorihan Diet by region. The internal marketing factors were divided into six factors: welfare, communication, management's support, authority delegation, and reward system. The findings in this study are as follows: First, for differences in internal marketing factors according to general characteristics, men's overall recognition was higher than women's. The participants in their 30s showed higher recognition of communication than those in their 20s. The married people's recognition of communication and reward system was higher than the unmarried people's. by company, the recognition of the internal marketing factors was the highest in the following order: Dalia Spa, Yeorihan Diet, and Yakson House. By working region, Chungcheong Province's recognition of the internal marketing factors was higher than other regions’, which is connected to its higher job satisfaction than in other regions. Directors' recognition of the internal marketing factors than other employees' was higher and the employees who worked less than one year and over five years showed higher recognition of the internal marketing factors. No significant differences depending on education, major before joining the companies, and residential type were shown. Second, men, married people, Dalia Spa and Yeorihan Diet, directors, Chungcheong Province, and employees working less than one year and over five years showed relatively higher job satisfaction according to general characteristics. From this, it was found out that the participants' job satisfaction was higher as recognition of the internal marketing factors was higher. No significant differences depending on age, education, major before joining the companies, and residential type were shown. Third, the reward system factor was the highest between the internal marketing factors and job satisfaction as a result of the correlation analysis, followed by management's support, welfare, education/training, authority delegation, and communication in order. Therefore all the sub-factors of the internal marketing were important to the employees' job satisfaction. Based on the findings, this study expects esthetic companies to continuously perform management strategies using the internal marketing factors and place corporate culture to improve the employees' job satisfaction. The consolidation of esthetic salon employees' competitiveness is expected to be connected to external customer satisfaction, which is expected to be linked to the skin care industry's development. Keywords: Esthetic Salon; Internal marketing; Job satisfaction; Esthetic company

Training as an internal marketing tool within the franchise system

PurposeThe purpose of this paper is to analyse the important role of training (specifically, training relevance and training transfer) in enhancing franchisor-franchisee relationship satisfaction, and its influence upon customer performance (e.g., customer satisfaction, quality service), all driven by an internal marketing (IM) culture.Design/methodology/approachAn empirical study consisting of a questionnaire was conducted on a final sample of 157 individuals who are members of the franchise system. Structural equation modelling (SEM) was used to test the research hypotheses.FindingsThe results reveal that IM culture has a direct influence on training relevance; likewise, training relevance provides a positive and significant effect on training transfer, which does directly affect franchisor-franchisee relationship satisfaction and at least also impacts indirectly on customer performance.Practical implicationsIn order to ensure the success of the franchise system and customer satisfaction, all franchise parties should take a proactive role in the configuration of the training programmes. This proactive role should be conformed based on an IM culture developed properly by the franchise to strengthen a successful long-term relationship.Originality/valueThis paper provides an innovative approach to strengthen the franchisor-franchisee relationship through training based on the IM culture. This exploratory study integrates different theoretical frameworks that, to our knowledge, have not been linked, such as IM culture and franchise literature, considering the franchisee as an internal customer who has an influence on external customer satisfaction, with training and training transfer as essential key factors.

Customer Focused Process Improvement and the Performance Analysis Studies in Healthcare Systems

Purpose: The main contribution of this paper is to generate an optimum solution for capacity planning and appointment scheduling issues, which are frequently encountered in clinical flows with various route and treatment periods at dental hospitals. Design/methodology/approach: It is essential to define the system well in order to ensure that the working staff and patients use their time very efficiently and that the process flows continuously. By having examined a sample healthcare system through the help of a study addressed in such context, studies on process improvement in line with the dissatisfactions of the working staff and patients have been carried out. Within the scope of the study, the operation of 7 Departments in a dental hospital undergoing a treatment process have been reviewed and examined. The problems encountered as result of the observations made are discussed in detail, and formerly and recently designed system performance analyses are conducted by having performed the respective process improvement studies. The relevant samplings of this study are modelled via the Arena Simulation Program. The data of the previous four months is used in the parameters, which are used through the modelling. The system data are entered by taking into account seasonal characteristics of the data. Findings: The analyses are made as a consequence of such study that has been addressed, it is established that the efficiency of the internal customers of the hospital increases substantially, and that the waiting durations of the dental patients decrease and in turn, the external customer satisfaction increases drastically. Research limitations/implications: Under the scope of the present study, 7 different treatment processes are analysed in a dental hospital in Cukurova Region with a significant patient potential. The treatment clinics present in the hospital are radiology, periodontology, surgery, treatment, orthodontics and prosthesis. These clinics run their own appointment and treatment system independently. Thus, the study has limited with five departments among 7. Originality/value: With this study, given the flow of different existing treatment processes belonging to patients are optimized, and also the continuity of the system is ensured by minimizing the patient waiting times within the existing system.

MODEL PELAYANAN PEMERINTAH DAERAH YANG MEMUASKAN PELANGGAN INTERNAL DAN EKSTERNAL BERBASIS TOTAL QUALITY MANAGEMENT

Simultaneously, service quality as measured by customer satisfaction (internal and external) has not been the focus of service improvement in Indonesia, the new Menpan and Bureaucratic Reform measure the Community Satisfaction Index (IKM) for external customers. In this study, equity theory is assumed to be a bridge between internal and external customer satisfaction. This study analyzes the level of differences in internal and external customer satisfaction on service transactions and analyzes the effect of internal customer satisfaction on service transactions and the effect of service transactions on external customer satisfaction. Service transactions use indicators of delivery, timeliness, information, professionalism, staff attitudes, and organizational politics. The final objective of this research is to create a quality local government service model through the Total Quality Management (TQM) approach. This research was conducted at RSUD Padang Panjang using an asocial quantitative approach. Data collection used a Likert scale questionnaire which had previously been tested for validation and reliability both in content and in empirical test items. A valid and reliable questionnaire was then used to collect data samples taken using stratified proportional random sampling technique, using the Slovin formula (error 2%) obtained a sample of 201 internal respondents and 956 external respondents. Data were analyzed by regression and t-test that had previously been tested classical assumptions. The results showed that there is a significant effect of internal customer satisfaction on service transactions and the effect of service transactions on external customer satisfaction. While the t-test results emphasize the level of significant differences in information and indicators of organizational politics.

EKSISTENSI LEMBAGA PENDIDIKAN DITINJAU DARI MUTU

Quality education is a necessity of today's society. Quality education is characterized by internal and external customer satisfaction with educational services. To achieve this quality can be seen from the perspective of the institution and the teacher's perspective. Quality educational institutions are institutions that are able to exist in the midst of competition. This existence can be achieved by an improved culture, improved structure, improved access to resources, improved systems and improved relationships with stakeholders. Qualified teachers are teachers who have been provided with teaching practice programs before becoming professional teachers and mastering certain skills. One of the skills is the mastery of various teaching methods. To achieve quality teachers, teacher competency must always be improved.

Optimización del proceso de barrenado del área del estabilizador vertical para disminuir defectos en una empresa del sector aeroespacial mediante la implementación de la metodología DMAIC

Currently for organizations it is very important to comply with the satisfaction of both external and internal customers, in the same way it must comply with the established quality protocols, because the products that can be obtained can come to undermine the consumer's well-being final. The present work deals with this subject, however, it is necessary to specify that the company where the project was carried out will be determined as "Company A", due to a confidentiality contract. In which there is a process where holes are made in the skin of the vertical stabilizer with a semi-automated machine. At the end it is inspected, and it is noted that the countersink has marks which are visible or can be felt when the nail is passed over it. This problem causes operators to have to carry out this process again, but by hand so as not to exceed the established countersink measurement and leave it with a mirror polished aesthetic. The objective of this project is to minimize these defects that appear in the skin of the vertical stabilizer in the drilling process of "Company A", which have been generating rework in the production line. In this context, the importance of complying with quality problems would continue to contend in an increasingly strict market, seeking continuous improvement, standardization and control of processes, and customer satisfaction. The present identification work reduces and controls the sources of variation that are affecting the outputs of the vertical stabilizer barrier process, through the application of the DMAIC methodology (Define, Measure, Analyze, Improve, and Control. generated were favorable to the process and that in addition to the reduction of defects, other areas of improvement were found so that the affected process became standardized and controlled. Taking this into account, it is recommended that the methods and production department continue to work together, so that these defects do not continue to appear. Additional research can be done to identify other factors that indirectly affect the drilling process and this could be a great opportunity for the station.