Meeting Customer Service Standards Under Executive Order 12862: NASA's Space Science Grant Process.
Abstract
The Executive Order 12862, Sening Customer Service Standards, requires that the National Aeronautics and Space Administration (NASA) undertake customer satisfaction surveys to obtalh customer feedback for improving its products and services. The Office of Space Science, in coordination with a Headquatters steering group, identified its science grant process as one such focal point. The Logistics Management Institute was engaged to design, conduct, and analyze customer satisfaction surveys for both the proposal writers and peer review panelists in this science grant process. In response to a request for generic survey clearance, the Office of Management and Budget approved our survey methods We used the "total design method" to obtain sound statistical results: 75 percent response rates and 5-percentage point sampling errors. In coordination with the National Performance Review, we developed qualiry indexes for gauging overall grant process performance and for targeting areas most in need of improvement We provided NASA with new customer standards for processing its space science grants. Also, we discussed new procedures, processes, and technologies that NASA could use to make its space science grant process "faster, better, and cheaper."
Document Details
- Document Type
- Technical Report
- Publication Date
- Jul 01, 1995
- Accession Number
- ADA297189
Entities
People
- Brian E. Mansir
- Lawrence Schwartz
Organizations
- LMI