Using Customer Satisfaction for Measuring the Effectiveness of Integrated Product Teams.

Abstract

In attempting to develop a performance measurement system for assessing the effectiveness of integrated Froduct Teams (iPTs), this research focused on the identification of those characteristics that were moSt important to the customers of Hyrs. Customer satisfaction was selected as the focal point because it is the foundation of the Integrated Weapon System Management (IWSM) philosophy which fostered the IPT approach to conducting business. The customer satisfaction data was gathered from the Quality Air Force self-assessments conducted by the B-1, B-2, F-15, F-16, F-22, and C-17 System Program Offices, as well as interviews conducted by Brigadier General Kenne with several of the major customers of the Aeronautical Systems Center. The seven characteristics identified, through the analysis of the data gathered, provide the initial step in the development of a performance measurement system for assessing the effectiveness of IPTs.

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Document Details

Document Type
Technical Report
Publication Date
Sep 01, 1995
Accession Number
ADA300417

Entities

People

  • Charles H. Embs
  • James N. Anderson

Organizations

  • Air Force Institute of Technology

Tags

Communities of Interest

  • Biomedical
  • Human Systems
  • Weapons Technologies

DTIC Thesaurus Topics

  • Acquisition
  • Air Force
  • Air Force Facilities
  • Business Administration
  • Commerce
  • Department Of Defense
  • Governments
  • Life Cycles
  • Literature Surveys
  • Logistics
  • Logistics Support
  • Organizational Structure
  • Standards
  • Systems Management
  • Test And Evaluation
  • United States
  • Warfare

Readers

  • Instructional Design and Training Evaluation.
  • Organizational Process Management (OPM).