Accession Number : ADA300417

Title :   Using Customer Satisfaction for Measuring the Effectiveness of Integrated Product Teams.

Descriptive Note : Master's thesis,

Corporate Author : AIR FORCE INST OF TECH WRIGHT-PATTERSON AFB OH SCHOOL OF LOGISTICS AND ACQUIS ITION MANAGEMENT

Personal Author(s) : Embs, Charles H. ; Anderson, James N.

PDF Url : ADA300417

Report Date : SEP 1995

Pagination or Media Count : 56

Abstract : In attempting to develop a performance measurement system for assessing the effectiveness of integrated Froduct Teams (iPTs), this research focused on the identification of those characteristics that were moSt important to the customers of Hyrs. Customer satisfaction was selected as the focal point because it is the foundation of the Integrated Weapon System Management (IWSM) philosophy which fostered the IPT approach to conducting business. The customer satisfaction data was gathered from the Quality Air Force self-assessments conducted by the B-1, B-2, F-15, F-16, F-22, and C-17 System Program Offices, as well as interviews conducted by Brigadier General Kenne with several of the major customers of the Aeronautical Systems Center. The seven characteristics identified, through the analysis of the data gathered, provide the initial step in the development of a performance measurement system for assessing the effectiveness of IPTs.

Descriptors :   *PUBLIC RELATIONS, *CONSUMERS, FIGHTER AIRCRAFT, AIR FORCE, MANAGEMENT PLANNING AND CONTROL, LEADERSHIP, WEAPON SYSTEMS, THESES, QUALITY ASSURANCE, TRANSPORT AIRCRAFT, MILITARY ORGANIZATIONS, BOMBER AIRCRAFT, CONSUMER PROBLEMS.

Subject Categories : Administration and Management
      Economics and Cost Analysis
      Aircraft

Distribution Statement : APPROVED FOR PUBLIC RELEASE