Developing world-class customer service at Navy field contracting activities
Subtitle: an assessment of the FISC San Diego Regional Contracts Department
Contributors: Naval Postgraduate School (U.S.) 
Publisher: Naval Postgraduate School; Available from National Technical Information Service
Published: 1997
Place of publication: Monterey, Calif; Springfield, Va
Language: eng
Number of pages: 83
Subjects: USER NEEDS; MANAGEMENT PLANNING AND CONTROL
Description: 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.
Notes: Thesis advisors, Nancy C. Roberts and Mark W. Stone.

AD-A331 894.

Thesis (M.S. in Management) Naval Postgraduate School, June 1997.

Includes bibliographical references (p. 79-81)

Also available online.

System requirements: Adobe Acrobat reader.

dk/dk cc:9116 11/12/97.