Assessment of Customer Perceptions of the Hazardous Materials Pharmacy

Abstract

The Air Force began operations of a Hazardous Material Pharmacy (HMP) in the late 80s. This thesis identifies causes of positive and negative perceptions of the HMP among its customers. Focus groups were used to determine customer perceptions. Several Total Quality Management (TQM) tools were used in this analysis. Brainstorming was used to generate customer percptions. Affinity diagrams were used to group data into meaningful categories. Interrelationship digraphs were used to determine influence among causes of perception and to rank the causes of perception. This study showed that lack of clear policy and support of the HMP were the leading causes of negative perception of the HMP. No category of positive percpetion was determined to be most significant. Additionally, the areas of information flow, training, continuity, support, and personel issues within the HMP represent possible areas for improvement.

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Document Details

Document Type
Technical Report
Publication Date
Dec 01, 1997
Accession Number
ADA334446

Entities

People

  • Sean M. O'brien

Organizations

  • Air Force Institute of Technology

Tags

Communities of Interest

  • Biomedical

DTIC Thesaurus Topics

  • Air Force
  • Air Force Facilities
  • Business Administration
  • Civil Engineering
  • Department Of Defense
  • Engineering
  • Environment
  • Environmental Management
  • Environmental Protection
  • Hazardous Materials
  • Hazardous Waste
  • Law
  • Materials
  • Personnel Management
  • Students
  • Total Quality Management
  • Training

Fields of Study

  • Medicine

Readers

  • Life Cycle Cost Analysis
  • Organizational Process Management (OPM).