Improving Internal Customer Service

Abstract

This thesis examined the evaluation criteria for the Malcolm Baldridge National Quality Award as possible predictors of quality internal customer service. The author attempted to develop a model to predict the level of customer service within an organization. The hypothesized model consisted of six independent variables: Leadership, Information and Analysis, Strategic Quality Planning, Human Resource Utilization, Quality Assurance, and Quality Improvement Results. A survey instrument based on the Malcolm Baldridge Award criteria was used to gather information from DLA-O. Multiple regression analysis procedures were used to analyze the data and to develop a final model. The final model consisted of four of the six independent variables. The strong predictors of internal customer service selected by these procedures are Quality Improvement Results, Quality Assurance, Human Resource Utilization, and Strategic Quality Planned. Leadership and Information and Analysis were not found to be significant in this analysis, but these variables might be predictors of the four variables selected. More research is needed in the public as well as the private sector to find a more comprehensive model.

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Document Details

Document Type
Technical Report
Publication Date
Sep 01, 1990
Accession Number
ADA229580

Entities

People

  • Jill R. Spies

Organizations

  • Air Force Institute of Technology

Tags

Communities of Interest

  • Biomedical

DTIC Thesaurus Topics

  • Air Force
  • Air Force Facilities
  • Business Administration
  • Commerce
  • Customer Services
  • Data Analysis
  • Data Science
  • Factor Analysis
  • Human Resources
  • Information Science
  • Organizational Structure
  • Personnel Management
  • Quality Control
  • Regression Analysis
  • Statistical Analysis
  • Statistics
  • Surveys

Readers

  • Computational Modeling and Simulation
  • Defense Financial Management and Audit.
  • Instructional Design and Training Evaluation.