Accession Number : ADA297189

Title :   Meeting Customer Service Standards Under Executive Order 12862: NASA's Space Science Grant Process.

Descriptive Note : Final rept.,

Corporate Author : LOGISTICS MANAGEMENT INST MCLEAN VA

Personal Author(s) : Schwartz, Lawrence ; Mansir, Brian E.

PDF Url : ADA297189

Report Date : JUL 1995

Pagination or Media Count : 196

Abstract : The Executive Order 12862, Sening Customer Service Standards, requires that the National Aeronautics and Space Administration (NASA) undertake customer satisfaction surveys to obtalh customer feedback for improving its products and services. The Office of Space Science, in coordination with a Headquatters steering group, identified its science grant process as one such focal point. The Logistics Management Institute was engaged to design, conduct, and analyze customer satisfaction surveys for both the proposal writers and peer review panelists in this science grant process. In response to a request for generic survey clearance, the Office of Management and Budget approved our survey methods We used the "total design method" to obtain sound statistical results: 75 percent response rates and 5-percentage point sampling errors. In coordination with the National Performance Review, we developed qualiry indexes for gauging overall grant process performance and for targeting areas most in need of improvement We provided NASA with new customer standards for processing its space science grants. Also, we discussed new procedures, processes, and technologies that NASA could use to make its space science grant process "faster, better, and cheaper."

Descriptors :   *CONTRACT ADMINISTRATION, *SURVEYS, *GRANTS, STATISTICS, RESPONSE, SPACE SCIENCES, STANDARDS, PLANNING PROGRAMMING BUDGETING.

Subject Categories : Personnel Management and Labor Relations

Distribution Statement : APPROVED FOR PUBLIC RELEASE