Improving Internal Customer Service
AIR FORCE INST OF TECH WRIGHT-PATTERSON AFB OH
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This thesis examined the evaluation criteria for the Malcolm Baldridge National Quality Award as possible predictors of quality internal customer service. The author attempted to develop a model to predict the level of customer service within an organization. The hypothesized model consisted of six independent variables Leadership, Information and Analysis, Strategic Quality Planning, Human Resource Utilization, Quality Assurance, and Quality Improvement Results. A survey instrument based on the Malcolm Baldridge Award criteria was used to gather information from DLA-O. Multiple regression analysis procedures were used to analyze the data and to develop a final model. The final model consisted of four of the six independent variables. The strong predictors of internal customer service selected by these procedures are Quality Improvement Results, Quality Assurance, Human Resource Utilization, and Strategic Quality Planned. Leadership and Information and Analysis were not found to be significant in this analysis, but these variables might be predictors of the four variables selected. More research is needed in the public as well as the private sector to find a more comprehensive model.
- Administration and Management