AFMC Customer Satisfaction Study at the Air Logistics Centers
AIR FORCE INST OF TECH WRIGHT-PATTERSON AFB OH GRADUATE SCHOOL OF ENGINEERING AND MANAGEMENT
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The purpose of this research was to determine Air Force Materiel Commands AFMCs external customer issues and satisfaction levels as measured and compared by the Air Logistics Centers. Specifically, this project sought to answer how AFMCs Air Logistics Centers were performing based on survey criteria chosen by AFMCs A4 Logistics division. This research was guided by a previous Graduate Research Project GRP effort, which sought to determine how customer relationship management CRM initiatives varied in the private and public sectors, and to determine an appropriate means of capturing and measuring this type of data for AFMC. The research question was answered through a comprehensive literature review, and the use of survey methodology. Over 3,600 external customers were given the opportunity to participate in the web-based survey. The results were analyzed in an effort to determine what was important to AFMCs customers and to identify future areas for improvement. Comparisons were made among the Air Logistics Centers and with previous research conducted by Sullivan 2006. The research identified that, to date, the Customer Support Centers at the Air Logistics Centers are providing consistent, valuable service to customers. Additionally, this research identified potential areas for customer satisfaction improvements and the need for AFMC to continue in its customer satisfaction improvement efforts.
- Administration and Management
- Logistics, Military Facilities and Supplies