National Aeronautics and Space Administration: Guidance for Improving Customer Satisfaction.
LOGISTICS MANAGEMENT INST BETHESDA MD
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Executive Order 12862, Setting Customer Service Standards, requires that the National Aeronautics and Space Administration NASA undertake customer satisfaction surveys to obtain customer feedback for improving its products and service. It also requires that NASA search for best industry practices and incorporate them in current methods as appropriate. However, Executive Order 12862 does not provide much in the way of guidelines for its implementation. This paper provides a comprehensive set of guidelines for NASA to comply with the provisions of Executive Order 12862. It provides practical advice for planning, conducting, and analyzing customer surveys. lt also provides a performance measurement framework for prioritizing performance improvement initiatives, for accomplishing industry benchmarking, and for meeting the challenges of the Performance and Results Act of 1993.
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