New Metrics and Visualizations to Help the Army Reduce Customer Wait Time
RAND Santa Monica United States
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The Army maintenance process uses customer wait time CWT, in days as a metric of the responsiveness of its order fulfillment processi.e., the number of days for a mechanic or supply clerk to order a repair part and receive it. CWT requires close management because the order fulfillment process is subject to delays and disruption. For many reasons, the logistics system might not fulfill a specific requisition for a repair part in a timely manner, and CWT might begin to lengthen. The Army continually seeks to manage and reduce CWT, particularly for those repair parts that are needed to complete a repair and make a piece of Army equipment operational, mission capable, and available for use.
- Logistics, Military Facilities and Supplies
- Administration and Management