Accession Number : ADA301882

Title :   National Aeronautics and Space Administration: Guidance for Improving Customer Satisfaction.

Descriptive Note : Final rept.,

Corporate Author : LOGISTICS MANAGEMENT INST BETHESDA MD

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

PDF Url : ADA301882

Report Date : APR 1994

Pagination or Media Count : 29

Abstract : Executive Order 12862, Setting Customer Service Standards, requires that the National Aeronautics and Space Administration (NASA) undertake customer satisfaction surveys to obtain customer feedback for improving its products and service. It also requires that NASA search for best industry practices and incorporate them in current methods as appropriate. However, Executive Order 12862 does not provide much in the way of guidelines for its implementation. This paper provides a comprehensive set of guidelines for NASA to comply with the provisions of Executive Order 12862. It provides practical advice for planning, conducting, and analyzing customer surveys. lt also provides a performance measurement framework for prioritizing performance improvement initiatives, for accomplishing industry benchmarking, and for meeting the challenges of the Performance and Results Act of 1993.

Descriptors :   *FEEDBACK, *STANDARDS, *USER NEEDS, *QUALITY ASSURANCE, MEASUREMENT, LOGISTICS MANAGEMENT, SURVEYS, INSTRUCTIONS.

Subject Categories : Administration and Management

Distribution Statement : APPROVED FOR PUBLIC RELEASE