(b) Managerial audit.—

1. (1) If the board has not initiated or completed a managerial audit within 12 months prior to the effective date of this section, the board shall initiate a managerial audit of the convention center to be performed by an independent auditor. The audit shall examine all of the following:

   1. (i) payroll and personnel practices;
   2. (ii) equipment controls and security;
   3. (iii) management activities;
   4. (iv) management control systems;
   5. (v) cost overruns for conventions held at the convention center;
   6. (vi) labor productivity;
   7. (vii) comparison of costs with convention centers in other states;
   8. (viii) work rules;
   9. (ix) appropriate benchmarks for evaluation of convention center performance;
   10. (x) rebooking rates; and
   11. (xi) any other items proposed by the board.
2. (2) The board shall order subsequent independent managerial audits no later than 90 days after the end of every third fiscal year beginning with the fiscal year ending in 2004.

(d) Customer service.— The board shall do all of the following:

1. (1) Establish dispute resolution mechanisms for the use of customers of the convention center.
2. (2) Adopt a plan for documenting, investigating and resolving customer complaints.
3. (3) Implement the systematic collection of customer feedback and monitor customer satisfaction.
4. (4) Adopt a system of program measures and benchmarks to evaluate changes in customer satisfaction over time. The program measures shall include customer perspectives on labor jurisdiction disputes, overall labor environment and labor efficiency.