An analysis of the order cycle at Coast Guard Supply Center Curtis Bay, Maryland: how to measure customer service
Leonard, Michael F.
Fields, Paul J.
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This thesis examines the Coast Guard's logistics system giving particular emphasis to the order cycle at Coast Guard Supply Center Curtis Bay, MD (SCCB). This analysis is based on a review of applicable literature, field interviews, and data gained through SCCB' s data base. A review of SCCB's order cycle was conducted to identify potential elements that could be streamlined for efficiency and improved to increase the level of customer service. The review revealed SCCB's inability to track a requisition throughout the order cycle process, primarily after an item has been shipped. Without proper tracking requirements, SCCB is incapable of establishing a policy for measuring its performance. This thesis proposes that SCCB must track and assume responsibility for each requisition from receipt until delivery (cradle to grave). SCCB's mission is to provide the fleet with high quality items, at competitive prices, and as rapidly as possible to maximize customer service. In order to improve SCCB's overall performance, the Coast Guard must establish a policy that sets a benchmark level of customer service, allow SCCB to track a requisition from cradle to grave, require a warehouse to acknowledge receipt for a shipment, and promulgate uniform receipt and support procedures.
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