Developing world-class customer service at Navy field contracting activities : an assessment of the FISC San Diego Regional Contracts Department.
Allen, Robert P.
Roberts, Nancy C.
Stone, Mark W.
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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
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