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Afmc Customer Satisfaction Study At The Air Logistics Centers, Kelly D. Kendall
Afmc Customer Satisfaction Study At The Air Logistics Centers, Kelly D. Kendall
Theses and Dissertations
The purpose of this research was to determine Air Force Material Command’s (AFMCs) external customer issues and satisfaction levels as measured and compared by Air Logistics Center. Specifically, this project sought to answer how AFMC’s Air Logistics Centers were performing based on survey criteria chosen by AFMC’s A4 Logistics division. This research was guided by a previous Graduate Research Project (GRP) effort, which sought to determine how customer relationship management (CRM) initiatives varied in the private and public sectors, and to determine an appropriate means of capturing and measuring this type of data for AFMC. The research question was answered …
Customer-Focused Business Practice Adoption: A Comparison Of Private And Public Sector Implementations, James P. Swisher
Customer-Focused Business Practice Adoption: A Comparison Of Private And Public Sector Implementations, James P. Swisher
Theses and Dissertations
This thesis evaluates a variety of documented cases of customer-focused business practice initiatives to discern common principles of implementation within the private and public sectors. The business practices Quality, Activity-Based Costing (ABC), Customer Profitability Analysis (CPA), and Customer Relationship Management (CRM) were found to be the major techniques utilized over the past three decades. Cases were collected which documented implementation of these customer-focused business practices in the private and public sectors. Using grounded theory methodology, the implementations were analyzed for emerging concepts. The concepts uncovered in this study were further analyzed through a comparison of private and public sector implementations. …