National Aeronautics and Space Administration: An Approach for Meeting Customer Standards Under Executive Order 12862.

Abstract

Executive Order 12862, Setting Customer Service Standards, requires that the Natioral Aeronautics and Space Administration (NASA) undertake customer satisfaction surveys to obtain customer feedback for improving its products and services. 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 report provides a comprehensive set of guidelines for NASA to comply with the provisions of Executive Order 12862. It provides practical advice for planaing, conducting, and analyxing customer surveys. It also provides a performance measurement framework for prioritizing performance improvement initiatives, for accomplishing industry benchmarking, and for meeting the challenges of the Government Performance and Results Act of 1993.

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Document Details

Document Type
Technical Report
Publication Date
May 01, 1994
Accession Number
ADA301884

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
  • Logistics Management
  • Measurement
  • National Governments
  • Organizational Structure
  • Standards
  • Surveys
  • United States
  • United States Government
  • Wind Tunnels

Readers

  • Government and Public Administration Law.
  • Organizational Process Management (OPM).
  • Space Exploration and Orbital Mechanics.

Technology Areas

  • Space