Customer Service Analysis of Air Combat Command Vehicle Maintenance Support
Abstract
The purpose of this study was to recommend a more comprehensive set of Vehicle Maintenance performance measures. A survey was used to collect information from Vehicle Maintenance customers from various organizations throughout ACC. The research had four objectives: (1) identify the customer service elements important to Vehicle maintenance customers; (2) identify customer perceptions about how Vehicle Maintenance meets those elements; (3) compare the perceptions of different customer groups; and (4) recommend customer oriented Vehicle Maintenance performance measures. Data analysis revealed that quality and timeliness were the service factors most important to Vehicle Maintenance customers. Analysis also indicated distinct differences between what customers want, and what they actually receive. Furthermore, the study revealed apparent differences in the service needs of various customer organizations. The researchers concluded that the most comprehensive Vehicle Maintenance performance measurement system should incorporate both quality and timeliness measures and should take an organizational, rather than a base-wide focus. Recommendations were offered to Vehicle Maintenance managers and suggestions for future research were given. Transportation, Vehicles, Quality, Management
Document Details
- Document Type
- Technical Report
- Publication Date
- Sep 01, 1993
- Accession Number
- ADA273923
Entities
People
- Linda J. Dahl
- Lori M. Bass
Organizations
- Air Force Institute of Technology