ICANN's IANA Department has been working on a Business Excellence activity since 2009, with a goal of sustainable, continual improvement. As part of that work, the department has conducted a series of annual self-assessments and made significant improvements in planning, process structure and customer satisfaction. Customer satisfaction with key performance indicators for IANA department activities was measured in a survey in early 2012.

In this session, ICANN will describe the EFQM methodology it uses and where it has made improvements. It will also describe changes to the survey methodology for the 2013 survey.

Who Should Attend? | People representing organisations making direct use of various IANA services. These include:

• TLD managers;
• RIRs; and
• Protocol designers;
• Equipment vendors; and
• Anyone interested in Business Excellence.