Developing World-Class Customer Service at Navy Field Contracting Activities: An Assessment of the FISC San Diego Regional Contracts Department.

Abstract

This thesis assesses the customer service ability of the FISC San Diego Regional Contracts Department Utilizing both archival research and interviews, a service quality benchmark is determined and then applied to HSC San Diego Regional Contracts Department to assess service ability and identify areas for possible improvement. This assessment process highlights the recent emphasis on improved service quality both in the Federal Government and the private sector. The thesis defines world-class customer service and then describes various aspects of service quality including the customer's perspective on service, how service is delivered, how to effectively communicate with the customer and how organizations can implement change to enhance their service quality.

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Document Details

Document Type
Technical Report
Publication Date
Jun 01, 1997
Accession Number
ADA331894

Entities

People

  • Robert P. Allen

Organizations

  • Naval Postgraduate School

Tags

Communities of Interest

  • Biomedical
  • Counter WMD
  • Energy and Power Technologies
  • Human Systems

DTIC Thesaurus Topics

  • Business Administration
  • Commerce
  • Contracts
  • Department Of Defense
  • Employment
  • Families (Human)
  • Governments
  • Information Systems
  • Management Personnel
  • Mobile Phones
  • National Governments
  • Organizational Structure
  • Personnel Management
  • Standards
  • Systems Management
  • Training
  • United States

Readers

  • Defense Technology Research and Development.
  • Government Contracting/Procurement.
  • Maritime and Naval Warfare Studies