National Aeronautics and Space Administration: Guidance for Improving Customer Satisfaction.

Abstract

Executive Order 12862, Setting Customer Service Standards, requires that the National Aeronautics and Space Administration (NASA) undertake customer satisfaction surveys to obtain customer feedback for improving its products and service. It also requires that NASA search for best industry practices and incorporate them in current methods as appropriate. However, Executive Order 12862 does not provide much in the way of guidelines for its implementation. This paper provides a comprehensive set of guidelines for NASA to comply with the provisions of Executive Order 12862. It provides practical advice for planning, conducting, and analyzing customer surveys. lt also provides a performance measurement framework for prioritizing performance improvement initiatives, for accomplishing industry benchmarking, and for meeting the challenges of the Performance and Results Act of 1993.

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Document Details

Document Type
Technical Report
Publication Date
Apr 01, 1994
Accession Number
ADA301882

Entities

People

  • Brian E. Mansir
  • Lawrence Schwartz

Organizations

  • LMI

Tags

Communities of Interest

  • Materials and Manufacturing Processes

DTIC Thesaurus Topics

  • Accuracy
  • Aeronautics
  • Aerospace Industry
  • Best Practices
  • Cost Reductions
  • Customer Services
  • Executives
  • Governments
  • Guidance
  • Local Governments
  • Logistics
  • Logistics Management
  • Measurement
  • Organizational Structure
  • Standards
  • Surveys
  • Wind Tunnels

Readers

  • Aviation Safety and Air Traffic Management
  • Distributed Systems and Data Platform Development
  • Government and Public Administration Law.

Technology Areas

  • Space