National Aeronautics and Space Administration: An Approach for Meeting Customer Standards Under Executive Order 12862.
LOGISTICS MANAGEMENT INST MCLEAN VA
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Executive Order 12862, Setting Customer Service Standards, requires that the Natioral Aeronautics and Space Administration NASA undertake customer satisfaction surveys to obtain customer feedback for improving its products and services. 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 report provides a comprehensive set of guidelines for NASA to comply with the provisions of Executive Order 12862. It provides practical advice for planaing, conducting, and analyxing customer surveys. It also provides a performance measurement framework for prioritizing performance improvement initiatives, for accomplishing industry benchmarking, and for meeting the challenges of the Government Performance and Results Act of 1993.
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