Developing world-class customer service at Navy field contracting activities : an assessment of the FISC San Diego Regional Contracts Department.
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Authors
Allen, Robert P.
Subjects
Advisors
Roberts, Nancy C.
Stone, Mark W.
Date of Issue
1997-06
Date
Publisher
Monterey, California. Naval Postgraduate School
Language
en_US
Abstract
This thesis assesses the customer service ability of the FISC San Diego Regional Contracts Department Utilizing both archival research and interviews, a service quality benchmark is determined and then applied to HSC san Diego Regional Contracts Department to assess service ability and identify areas for possible improvement. This assessment process highlights the recent emphasis on improved service quality both in the Federal Government and the private sector. The thesis defines world-class customer service and then describes various aspects of service quality including the customer's perspective on service, how service is delivered, how to effectively communicate with the customer and how organizations can implement change to enhance their service quality
Type
Thesis
Description
Series/Report No
Department
Management
Organization
Naval Postgraduate School (U.S.)
Identifiers
NPS Report Number
Sponsors
Funder
Format
viii, 83 p.;28 cm.
Citation
Distribution Statement
Approved for public release; distribution is unlimited.