Developing world-class customer service at Navy field contracting activities : an assessment of the FISC San Diego Regional Contracts Department.

94 Pages·1.9 MB·en_US

by  Allen, Robert P.

NPS ARCHIVE
1997. 0(p
ALLEN, R.
NAVAL POSTGRADUATE SCHOOL
Monterey, California
THESIS
DEVELOPING WORLD-CLASS CUSTOMER SERVICE AT
NAVY FIELD CONTRACTING ACTIVITIES: AN
ASSESSMENT OF THE FISC SAN DIEGO REGIONAL
CONTRACTS DEPARTMENT
RobertP. Allen
June, 1997
Principal Advisor. Nancy C. Roberts
Approved for public release; distribution is unlimited.
Thesis
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1.AGENCY USE ONLY (Leave 2.REPORT DATE 3.REPORT TYPE AND DATES COVERED
blank) June 1997 Master's Thesis
4.TITLE AND SUBTITLE 5.FUNDING NUMBERS
Developing World-Class Customer Service at Navy Field Contracting
Activities: An Assessmentofthe FISC San Diego Regional Contracts
Department
6.AUTHOR(S)
Robert P. Allen
7.PERFORMING ORGANIZATION NAME(S) AND ADDRESS(ES) 8.PERFORMING ORGANIZATION
Naval Postgraduate School REPORT NUMBER
Monterey CA 93943-5000
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AGENCY REPORT NUMBER
1 1.SUPPLEMENTARY NOTES Theviewsexpressed Inthisthesisarethoseoftheauthoranddonotreflecttheofficialpolicy
orpositionoftheDepartmentofDefenseortheU.S.Government
1 2a.DISTRIBUTION/AVAILABILITY STATEMENT 12b.DISTRIBUTION CODE
Approved for public release; distribution is unlimited.
13.ABSTRACT(max/mum 200 words)
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 the FISC 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.
14. SUBJECT TERMS 15.NUMBER OF PAGES
92
customer service, service quality, world-class service, service benchmarking, 16.PRICE CODE
FISC San Diego Regional Contracts Department
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Jnclassified Unclassified Unclassified
NSN 7540-01-280-5500 Standard Form 298 (Rev. 2-89)
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Approved for public release; distribution is unlimited.
DEVELOPING WORLD-CLASS CUSTOMER SERVICE AT NAVY FIELD CONTRACTING
ACTIVITIES: AN ASSESSMENT OF THE
FISC SAN DIEGO REGIONAL CONTRACTS DEPARTMENT
Robert P. Allen
Lieutenant, Supply Corps, United States Navy
BA, University of Washington, 1986
Submitted in partial fulfillment ofthe
requirements for the degree of
MASTER OF SCIENCE IN MANAGEMENT
from the
NAVAL POSTGRADUATE SCHOOL
June 1997
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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 FISC 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 implementchange to enhance their service quality.
VI
TABLE OF CONTENTS
INTRODUCTION
I. 1
BACKGROUND
A.
1
B. RESEARCH QUESTIONS 2
PURPOSEAND IMPORTANCE
C. 2
D. SCOPE OFTHETHESIS 2
RESEARCH METHODOLOGY
E. 3
CHAPTERS AND CONTENTS
F. 3
n. WORLD-CLASS CUSTOMER SERVICE 5
A. THE NATUREOFCUSTOMER SERVICE 5
1. Defining World-Class Customer Service 5
2. The Dimensions ofService Quality 6
3. Methods ofService Delivery 6
4. Communicating with the Customer 10
B. INTERVIEWS WITH WORLD-CLASS SERVICE PROVIDERS 15
1. Interview with Ms. Lizette Blaisofthe Disney Institute 16
2. Interview with Mr. Jerry Gass ofUnited Services Automobile Association 19
3. Interview with Mr. JeffCanty of Saturn Corporation 23
ORGANIZING FOR OUTSTANDING CUSTOMER SERVICE 27
III.
A. LEADERSHIPAND A VISION FOR SERVICEQUALITY 27
B. MIDDLE MANAGEMENT'S ROLE IN SERVICEQUALITY 28
C. THE ROLEOFTHE FRONT-LINE SERVICE PROVIDER 29
D. REWARDS AND RECOGNITION 31
E. IMPLEMENTING CHANGE 32
VII
.
IV. SERVICEQUALITY BENCHMARKING 35
OVERVIEW
A. 35
B. KEY SERVICE QUALITY CHARACTERISTICS 35
LA
Vision for Service Quality 35
2. Formal Service Quality Improvement Programs 36
3. Robust CustomerCommunication and Feedback Methods 36
4. Strategic Use ofCustomer Complaints 37
5 Effective Service DeliveryTechniques 38
6. Strong Internal Customer Service 38
7. Customer Service Training Programs 39
8. Employee Reward and Recognition Programs 39
METHODOLOGY
V. 41
VI. ASSESSMENT OF FISC SAN DIEGOREGIONALCONTRACTS DEPARTMENT43
A. DESCRIPTION OFTHEREGIONALCONTRACTS DEPARTMENT 43
B. ANALYSIS 44
VH. CONCLUSION AND RECOMMENDATIONS 51
CONCLUSION
A. 51
B. RECOMMENDATIONS 52
C. LIMITATIONS OF STUDY 54
D. SUGGESTIONS FOR FURTHER RESEARCH 55
APPENDIX A. INTERVIEWS WITH FISC SAN DIEGO PERSONNEL 57
APPENDIX B. SURVEY TO MEASURE SERVICE DIMENSIONS 75
LIST OF REFERENCES 79
LIST OF INTERVIEWS 81
INITIAL DISTRIBUTION LIST 83
VIII