IMPROVING INTERNAL CUSTOMER SERVICE THESIS …
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IMPROVING INTERNAL CUSTOMER SERVICE THESIS
Jill R. Spies, Captain, USAF AFIT/GLM/LSR/90S-55
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DEPARTMENT OF THE AIR FORCE AIR UNIVERSITY
AIR FORCE INSTITUTE OF TECHNOLOGY
Wright-Patterson Air Force Base, Ohio
90) 12 21
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IMPROVING INTERNAL CUSTOMER SERVICE THES IS
Jill R. Spies, Captain, USAF AFIT/GLM/LSR/90S-55
Approved for public release; distribution unlimited
The opinions and conclusions in this paper are those of the author and are not intended to represent the official position of the DOD, USAF, or any other government agency.
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AFIT/GLM/LSR/90S-55
IMPROVING INTERNAL CUSTOMER SERVICE
THESIS
Presented to the Faculty of the School of Systems and Logistics of the Air Force Institute of Technology Air University In Partial Fulfillment of the Requirements for the Degree of Master of Science in Logistics Management
Jill R. Spies, B.S. Captain, USAF September 1990
Approved for public release; distribution unlimited
Acknowledgements
I would like to extend my appreciation and heartfelt thanks to several people who have helped me to complete my research.
First, I would like to thank my thesis advisor, Major Kenneth R. Jennings for his support. His assistance gave my research firm direction while allowing me independence.
Secondly, Dr. Guy S. Shane and Dr. Robert P. Steel have my most sincere gratitude for assisting me in my data collection and analysis. Without their help, my research would have been extremely more difficult.
I would also like to thank my fellow GIMs for being supportive of 9ach other and for "lightening up" when things got too serious. Having classmates who are always willing to help makes an unstoppable and unforgettable team.
Finally, my most sincere thanks are for the love, support, and patience of my parents, Larry and Carol, and of my fiance, Jerry, while I was sitting in front of my computer or complaining on the telephone. Without them, none of this would have been possible.
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Table of Contents
Page
Acknowledgements ......................
ii
List of Figures......................vi
List of Tables.......................vii
Abstract ........................
viii
I. Introduction. .....................
Background. ...................
1
General Issue ..................
2
Problem Statement................4
Investigative Questions.............4
Limitations....................5
Definition of Terms...............5
Quality Customer Service...........6 External Customers..............6 Internal Customers.............6
Summary......................7
II. Review of the Literature ...............
8
Overview......................8
Introduction. ..................
8
Topic Statement ...............
8
Justification ................
8
Scope.....................9
Method of Organization............9
Discussion of Literature .............. 9
*Quality
Quality Customer Service...........9
The Malcolm Baldrige National
Award. ..............
17
The Independent Variables. ......... 21
*Leadership.
.............
22
Information and Analysis. ....... 22
Strategic Quality Planning ....
23
Human Resource Utilization ....
23
Quality Assurance of
Products and Services ......... 24
Quality Improvement Results ...
24
iii
Page
Imprnving Customer Service ......
25
Conclusion ......
................. .. 28
III. Methodology ...... ..................
31
Overview
..................
31
Introduction .....
................ .
31
Instrument Design ... ............. . 31
Sample/Population ... ............. .
32
Data Collection ....
.............. .
33
Measurement .....
................
33
Data Analysis .....
...............
33
Factor Analysis ... ............ .
34
Regression Analysis .. .......... .. 34
Reliability Analysis . ........... 36
Summary ...... ..................
36
IV. Analysis and Findings ... ............. .
38
Overview ......
.................. .. 38
Survey Instrument ...
............. .
38
Analysis ......
.................. .. 39
Findings ......
.................. .. 47
Summary ...... ..................
47
V. Conclusions and Recommendations . ........
48
Conclusions .....
................
48
Investigative Question 1: Do the
Malcolm Baldrige National Quality
Award evaluation criteria comprise
a viable model for predicting the
level of quality customer service
within an organization? . . . . . . . . ...
48
Investigative Question 2: Based
on the survey of DLA, what does the
internal customer service prediction
model actually look like? ........ .. 49
Recommendations ....
.............. .
50
Appendix A: Quality Management Questionnaire . . . .
54
Appendix B: SAS Factor Analysis Program
and Results ....
............... .
65
Appendix C: SAS Regression Program and Output . . . .
73
iv
Appendix D: SAS Correlation Program and Results ..................
Bibliography ........................
Vita............................92
Page
82 88
v
................
................
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