Accession Number : ADA273923


Title :   Customer Service Analysis of Air Combat Command Vehicle Maintenance Support


Descriptive Note : Master's thesis,


Corporate Author : AIR FORCE INST OF TECH WRIGHT-PATTERSON AFB OH SCHOOL OF LOGISTICS AND ACQUISITION MANAGEMENT


Personal Author(s) : Bass, Lori M ; Dahl, Linda J


Full Text : https://apps.dtic.mil/dtic/tr/fulltext/u2/a273923.pdf


Report Date : Sep 1993


Pagination or Media Count : 168


Abstract : The purpose of this study was to recommend a more comprehensive set of Vehicle Maintenance performance measures. A survey was used to collect information from Vehicle Maintenance customers from various organizations throughout ACC. The research had four objectives: (1) identify the customer service elements important to Vehicle maintenance customers; (2) identify customer perceptions about how Vehicle Maintenance meets those elements; (3) compare the perceptions of different customer groups; and (4) recommend customer oriented Vehicle Maintenance performance measures. Data analysis revealed that quality and timeliness were the service factors most important to Vehicle Maintenance customers. Analysis also indicated distinct differences between what customers want, and what they actually receive. Furthermore, the study revealed apparent differences in the service needs of various customer organizations. The researchers concluded that the most comprehensive Vehicle Maintenance performance measurement system should incorporate both quality and timeliness measures and should take an organizational, rather than a base-wide focus. Recommendations were offered to Vehicle Maintenance managers and suggestions for future research were given. Transportation, Vehicles, Quality, Management


Descriptors :   *MAINTENANCE , *VEHICLES , MEASUREMENT , TRANSPORTATION , ORGANIZATIONS , TIMELINESS , PERCEPTION , MANAGEMENT , THESES , QUALITY , SURVEYS


Subject Categories : Surface Transportation and Equipment
      Logistics, Military Facilities and Supplies


Distribution Statement : APPROVED FOR PUBLIC RELEASE