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An Analysis of the Order Cycle at Coast Guard Supply Center Curtis Bay, Maryland. How to Measure Customer Service.
NAVAL POSTGRADUATE SCHOOL MONTEREY CA
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This thesis examines the Coast Guards logistics system giving particular emphasis to the order cycle at Coast Guard Supply Center Curtis Bay, MD SCCB. This analysis is based on a review of applicable literature, field interviews, and data gained through SCCBs data base. A review of SCCBs order cycle was conducted to identity potential elements that could be streamlined for efficiency and improved to increase the level of customer service. The review revealed SCCBs inability to track a requisition throughout the the cycle process, primarily after an item has been shipped. Without proper tracking requirements, SCCS is incapable of establishing a policy for measuring its performance. This thesis proposes that SCCB must track and assume responsibility for each requisition from receipt until delivery cradle to grave. SCCBs mission is to provide the fleet with high quality items, at competitive prices, and as rapidly as possible to minimize customer service. In order to improve SCCBs overall performance, the Coast Guard must establish a policy that sets a benchmark level of customer service, allow SCCB to track a requisition from cradle to grave, require a warehouse to acknowledge receipt for a shipment, and promulgate uniform receipt and support procedures.
APPROVED FOR PUBLIC RELEASE