Assessment of Customer Perceptions of the Hazardous Materials Pharmacy
AIR FORCE INST OF TECH WRIGHT-PATTERSONAFB OH
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The Air Force began operations of a Hazardous Material Pharmacy HMP in the late 80s. This thesis identifies causes of positive and negative perceptions of the HMP among its customers. Focus groups were used to determine customer perceptions. Several Total Quality Management TQM tools were used in this analysis. Brainstorming was used to generate customer percptions. Affinity diagrams were used to group data into meaningful categories. Interrelationship digraphs were used to determine influence among causes of perception and to rank the causes of perception. This study showed that lack of clear policy and support of the HMP were the leading causes of negative perception of the HMP. No category of positive percpetion was determined to be most significant. Additionally, the areas of information flow, training, continuity, support, and personel issues within the HMP represent possible areas for improvement.
- Logistics, Military Facilities and Supplies
- Solid Wastes and Pollution and Control
- Water Pollution and Control