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Measuring Customer Satisfaction: Practices Of Leading Military And Commercial Service Organizations, Daniel M. Hodgkiss, Manuel F. Casipit
Measuring Customer Satisfaction: Practices Of Leading Military And Commercial Service Organizations, Daniel M. Hodgkiss, Manuel F. Casipit
Theses and Dissertations
This research effort studied the customer satisfaction programs of six quality award winning service organizations in the military and commercial sectors. The purpose of the study was to assess the applicability of a general set of guidelines on measuring customer satisfaction for service organizations. This study discusses customer satisfaction, the importance of measuring customer satisfaction, guidelines regarding customer satisfaction, and the common practices of award winning service organizations. This study found that the common practices among service organizations provide support for the establishment of a general set of guidelines for measuring customer satisfaction. Universally applicable guidelines are listed and situationally …
An Assessment Of Factors That Affect The Employment Of Alternative Dispute Resolution Techniques To Resolve Contract Disputes, Jeffrey T. Journey, Bradley T. Riddle
An Assessment Of Factors That Affect The Employment Of Alternative Dispute Resolution Techniques To Resolve Contract Disputes, Jeffrey T. Journey, Bradley T. Riddle
Theses and Dissertations
This study investigated the factors which potentially influence contracting and legal professionals’ decisions to employ Alternative Dispute Resolution ADR techniques to resolve contract disputes. A literature review revealed that unawareness, excessive oversight, lack of management support, over-regulation, and interdisciplinary conflict on acquisition teams are or have been the most prominent factors discouraging the use of ADR. An additional background investigation determined that the United States Army, the Army Corps of Engineers, and the Navy had extensive experience and expertise regarding ADR use. Therefore, surveys over 250 were administered to various contracting and legal offices throughout these agencies, of which 57 …
Defective Pricing: An Analysis Of Factors Affecting Sustention Rates And Disposition Times, Tracey D. Kop
Defective Pricing: An Analysis Of Factors Affecting Sustention Rates And Disposition Times, Tracey D. Kop
Theses and Dissertations
Defective pricing occurs when contractors fail to disclose current, accurate, and complete cost or pricing data in their proposals. Failure to submit valid data entitles the government to a refund in the amount of overpayment. With the current backlog of overage defective pricing cases and the continuing decline in sustention rates, a better understanding of the factors affecting timely and successful recoupment of defective pricing funds is needed. This research identifies factors which significantly affect sustention rates and disposition times and presents models to predict both rates and times. Factors were identified through a literature review and interviews with defective …
The Effect Of Violations Of The Constant Demand Assumption On The Defense Logistic Agency Requirements Model, William S. Long, Douglas H. Engberson
The Effect Of Violations Of The Constant Demand Assumption On The Defense Logistic Agency Requirements Model, William S. Long, Douglas H. Engberson
Theses and Dissertations
This project determined the impact of stationary but non-continuous demand levied in a multi-echelon system. Specifically discussed is how this lumpy demand affected the Defense Logistics Agency, Defense Electronics Supply Center in its computed inventory levels and total variable costs. To determine the impact of lumpy demand, data was extracted from the Defense Logistics Agency, Defense Electronics Supply Center Dayton, Ohio. Based on patterns of demand and distributions, the authors constructed a SLAM 2 model that depicted lumpy orders being received at the Defense Logistics Agency. The SLAM 2 model was constructed for the proposed system and simulation runs were …
An Investigation Of Integrated Product Development: A Case Study Of An F-22 Prime Contractor, Stephanie Lopez
An Investigation Of Integrated Product Development: A Case Study Of An F-22 Prime Contractor, Stephanie Lopez
Theses and Dissertations
This research investigates the effects of implementating the Integrated Product Development IPD philosophy in a major acquisition program, specifically an F-22 Advanced Tactical-Fighter Prime Contractors IPD implementation The population of the study consists of employees of the prime contractor working directly with IPTs on the F-22 program. A survey with closed- ended questions and open-ended statements was used to collect data. The survey was pretested on F-22 SPO personnel to increase survey reliability. Survey results indicate that this prime contractor is having difficulty implementing IPTs. The IPT structure in this company does not seem to have improved the ability of …
Logistics Control Facility: A Normative Model For Total Asset Visibility In The Air Force Logistics System, Eric C. Lorraine, Michael E. Michno
Logistics Control Facility: A Normative Model For Total Asset Visibility In The Air Force Logistics System, Eric C. Lorraine, Michael E. Michno
Theses and Dissertations
Computer simulation was used to evaluate the impact of a Logistics Control Facility LCF with a Total Asset Visibility TAV system on the AF logistics systems ability to support a weapon system. For this study, the B-1B was chosen as the weapon system of interest. Two performance measures, expected fully mission capable rates and expected pipeline quantities, were used to evaluate the simulation results. Two-sample tests were used to compare the current logistics configuration of the B-1B with the same configuration, but with an LCF controlling the movement of assets. The expected FMC rate performance measure showed significant results while …
Benchmarking Customer Service Practices Of Air Cargo Carriers: A Case Study Approach, Patrick D. Lozon, Michael B. Mcdaniel
Benchmarking Customer Service Practices Of Air Cargo Carriers: A Case Study Approach, Patrick D. Lozon, Michael B. Mcdaniel
Theses and Dissertations
This study used the benchmarking process incorporated in a case study approach to determine what the Air Force could learn from the commercial air cargo carriers in regard to customer service practices. The air cargo industry leaders were determined through a previous study to be United Parcel Service, Federal Express, Emery Air Freight, Airborne Freight, DHL Airways, and Burlington Air Express. In addition, the 437th Aerial Port Squadron APS at Charleston AFB South Carolina was the Air Force representative in the benchmarking study. Interviews with air cargo managers were conducted at each carrier’s main hub and at Charleston AFB. The …
Analysis Of The Jplan Exercise As An Experimental Learning Tool, Mark J. Lynch, Michael E. Washington
Analysis Of The Jplan Exercise As An Experimental Learning Tool, Mark J. Lynch, Michael E. Washington
Theses and Dissertations
The purpose of this study is to develop an effective educational tool for the Combat Logistics course offered at the Air Force Institute of Technology. The current tool being used, the JPLAN Exercise, was identified as outdated in several areas. The research focused upon four investigative questions what makes an effective educational tool, should the existing exercise be revised or replaced, which logistics principles are essential for incorporation into the educational tool, and is the updated tool significantly different from the original. To answer these questions, we conducted an extensive literature review that focused on two areas. The first area …
Organic Maintenance Performance Measurement: A New Approach, John S. Nehr, William G. Queener
Organic Maintenance Performance Measurement: A New Approach, John S. Nehr, William G. Queener
Theses and Dissertations
The growing role of Air Force Air Logistics Centers ALC in complex, multiyear developmental programs increases the need for effective cost and schedule performance measurement. In order to effectively manage these activities, timely and accurate cost and schedule information must be collected and compared with an established baseline. The ALCs need a new management technique which facilitates this type of performance measurement. A proven approach to cost and schedule performance measurement in weapon system acquisitions is Earned Value EV. This approach, required of contractors who are subjected to the CostSchedule Control Systems Criteria CSCSC, allows the program manager to obtain …
An Evaluation Of Department Of Defense Contractor's Cost Performance, John M. Pletcher, Jane C. Young
An Evaluation Of Department Of Defense Contractor's Cost Performance, John M. Pletcher, Jane C. Young
Theses and Dissertations
This study examines the cause of cost overrun recoveries within Department of Defense DoD contracts. In this time of extremely limited congressional funding, it is crucial the DoD avoid cost overruns. Information provided to contracting officers and contractors which would help avoid cost overruns would prove extremely valuable to the DoD. This study attempts to address this problem in two ways determine the cause of overrun recoveries determine whether a statistical difference in cost and schedule performance exists among DoD contractors. Interviews, document reviews, and a two-sample t- test were used to analyze the contracts that recovered from early cost …
Worldwide Warehouse: A Customer Perspective, Hugo A. Quintero, Carlos A. Valadares
Worldwide Warehouse: A Customer Perspective, Hugo A. Quintero, Carlos A. Valadares
Theses and Dissertations
Under a global climate of increasing economic difficulties and declining defense budget, every opportunity for better use of available resources must be explored. The Worldwide Warehouse WWW Program is being developed as a solution for the excess inventory problem experienced by the Foreign Military Sales FMS countries. The rationale behind the program includes the idea of releasing resources tied to inactive inventory so those resources can be used to improve support and readiness of active inventory. The purpose of this study us to determine to what extent the WWW Program, as initially defined, is perceived by its intended customer the …
An Investigation Into The Pitfalls, Consequences, And Best Practices During The Evaluation, Negotiation And Award Phases Of A Source Selection In Afmc Product Centers, Scott A. Savoie
Theses and Dissertations
Source Selection is the process used by the Federal government to select contractors for large, complex and important requirements. Recent studies have indicated that the in experience of source selection personnel continues to be a significant problem in source selections. Air Force Federal Acquisition Regulation Appendix AA requires that lessons learned be compiled at the conclusion of every source selection. Unfortunately, there has been little success in organizing this information into a coherent training guide. This research attempts to fill this gap by using source selection experts to identify source selection pitfalls, their consequences, and the best practices to avoid …
The Procurement Of Non Developmental Items: Pros And Cons, Giorgio Scappaticci
The Procurement Of Non Developmental Items: Pros And Cons, Giorgio Scappaticci
Theses and Dissertations
The acquisition of a new weapon system and its sophisticated components has become an extremely critical issue for every country, because costs associated with the development of the system have grown significantly. In order to reduce those costs and maintain an efficient system of defense procurement the Congress recommended a wider use of Non-developmental Items NDI into weapon systems and the application of commercial practices when buying NDI. This research examines the acquisition of commercial items as they exist under current statute and regulation, and how they will be handled in the future. The research involved interviews with high-level DOD …
Analysis Of The Effects Of Fixed Costs On Learning Curve Calculations, Charles B. Shea, Kenneth P. Thomson
Analysis Of The Effects Of Fixed Costs On Learning Curve Calculations, Charles B. Shea, Kenneth P. Thomson
Theses and Dissertations
The goal of this research was to analyze the effect of fixed costs on learning curve calculations. The research focused on two general research areas. The first area addressed the identification of current cost analysis practice for handling fixed costs in learning curve calculations. After identification of current practice, the unit learning curve models AXb ability to estimate total production run costs for a new production run when the slope was derived from both total cost and variable cost historical lot data was examined. Historical lot cost data was simulated for both the total cost and variable cost cases under …
A Maintenance Manpower Study Of The Composite Wing At Mountain Home Afb, Stella T. Smith, Cristina C. Vilella
A Maintenance Manpower Study Of The Composite Wing At Mountain Home Afb, Stella T. Smith, Cristina C. Vilella
Theses and Dissertations
In response to changes in threats, the Air Force has reorganized several flying units into composite wings. They are intended to provide a flexible, rapid deployment force. This study focused on the impact of the composite wing organizational structure on the determination of maintenance manpower authorizations at Mountain Home AFB, the Air Forces first air intervention wing. An opinion survey of maintenance and manpower experts was used to identify factors that are important in the determination of maintenance manpower authorization levels. Statistical analysis identified important-factors and indicated differences in opinion between maintenance and manpower specialists. Factors specific to the composite …
How Effective Has The Air Force Been In Eliminating Its Dependence On Ozone Depleting Chemicals?, L. Susan Willard
How Effective Has The Air Force Been In Eliminating Its Dependence On Ozone Depleting Chemicals?, L. Susan Willard
Theses and Dissertations
This research was undertaken to determine how effectively the Air Force had eliminated its dependence on Ozone Depleting Chemicals. The research was limited to analyzing the impact of ODCs on major acquisition programs. Results indicated existing variables which may be impeding full implementation. Also identified were lessons learned which could be applied to future environmental legislation with potential impact on acquisition programs. In- depth telephonic interviews were conducted with Program Directors responsible for the development and fielding of major Air Force acquisition programs. Analysis revealed that ODCs substantially impacted the acquisition programs to the extent that many programs had classified …
An Analysis Of The Usefulness Of Graduate Education To Contracting Professionals As Perceived By Graduates And Their Supervisors, Ursula J. Woodson, Kimberly L. Yoder
An Analysis Of The Usefulness Of Graduate Education To Contracting Professionals As Perceived By Graduates And Their Supervisors, Ursula J. Woodson, Kimberly L. Yoder
Theses and Dissertations
The purpose of this research was to assess the usefulness of graduate education to contracting professionals as perceived by graduates and their supervisors. Based on a list of 22 skills used by contracting professionals, graduates and their supervisors were surveyed to determine to what extent graduates possess these skills, developed these skills in their graduate degree program, and use these skills in the performance of their jobs. Air Force Institute of Technology Contracting Management Graduates since 1988 and contracting professionals with masters degrees within the Air Force Materiel Command were identified for this study. As a result of this study, …
Applicability Of An Activity Based Cost System In Government Service Organizations, Robert W. Callahan, Daniel A. Marion
Applicability Of An Activity Based Cost System In Government Service Organizations, Robert W. Callahan, Daniel A. Marion
Theses and Dissertations
This research focused on the applicability of Activity-Based Cost (ABC) systems within government service organizations. ABC implementation efforts within other government organizations were first examined to determine what information short caused managers to consider ABC implementation. Next, archival analysis was conducted within the case study organization to determine if the same accounting information shortfalls existed. An ABC system was then implemented within the case study organization. ABC information was compared with information provided by the case study organization's fund accounting system. The case study organization's fund accounting system traced congressional appropriations to categories of expenditures for FY93. The fund accounting …
Design And Analysis Of Constrained Layer Damping Treatments For Bending And Torsion, Kimberly J. Balkema
Design And Analysis Of Constrained Layer Damping Treatments For Bending And Torsion, Kimberly J. Balkema
Theses and Dissertations
In this dissertation, different aspects of constrained layer damping treatments on beams of various geometries are studied. First, the optimal length of a constrained layer damping treatment mounted on a surface in linear strain is identified as a function of the relative stiffnesses of the damping layers and the non-uniformity of the surface stain. The analysis extends previous work that considered the case of uniform surface strain. Sixth order sandwich beam theory is then modified for use with a rectangular beam covered with a segmented constrained layer damping treatment. Non-dimensional variables are used to simplify the form of the problem. …
A Numerical Analysis Of Smoothed Particle Hydrodynamics, David A. Fulk
A Numerical Analysis Of Smoothed Particle Hydrodynamics, David A. Fulk
Theses and Dissertations
This dissertation studies the numerical method of Smoothed Particle Hydrodynamics SPH as a technique for solving systems of conservation equations. The research starts with a detailed consistency analysis of the method. Higher dimensions and non-smooth functions are considered in addition to the smooth one dimensional case. A stability analysis is then performed. Using a linear technique, an instability is found. Solutions are proposed to resolve the instability. Also a total variation stability analysis is performed leading to a monotone form of SPH. The concepts of consistency and stability are then used in a convergence proof. This proof uses lemmas derived …
A Three Region Analysis Of A Bounded Plasma Using Particle In Cell And Fluid Techniques, Don F. Nichols
A Three Region Analysis Of A Bounded Plasma Using Particle In Cell And Fluid Techniques, Don F. Nichols
Theses and Dissertations
A detailed collisionless sheath theory and a three-region collisional model of a bounded plasma are presented, and the suitability of the collisional model for analysis of ignited mode thermionic converters is investigated. The sheath theory extends previous analyses to regimes in which the sheath potential and electron temperatures are comparable in magnitude. In all operating regimes typical of a ignited mode thermionic converter, the predicted sheaths extend several mean-free paths. The apparent collisionality of the sheaths prompted development of a collisional, three-region model of the converter plasma. By interfacing Particle-in-Cell regions for the sheaths and fluid regions for the bulk …
Optimal Pulsed Pumping For Aquifer Remediation When Contaminant Transport Is Affected By Rate-Limited Sorption: A Calculus Of Variation Approach, Richard T. Hartman
Optimal Pulsed Pumping For Aquifer Remediation When Contaminant Transport Is Affected By Rate-Limited Sorption: A Calculus Of Variation Approach, Richard T. Hartman
Theses and Dissertations
The remediation of groundwater contamination continues to persist as a social and economic problem due to increased governmental regulations and public health concerns. Additionally, the geochemistry of the aquifer and the contaminant transport within the aquifer complicates the remediation process to restore contaminated aquifers to conditions compatible with health-based standards. Currently, the preferred method for aquifer cleanup pump-and-treat has several limitations including, the persistence of sorbed chemicals on soil matrix and the long term operation and maintenance expense. The impetus of this research was to demonstrate that a calculus of variations approach could be applied to a pulsed pumping aquifer …
High Resolution Fourier Transform Spectroscopy Of The First Overtone Of The N-O Stretch In Nitrosyl Bromide, Todd E. Wiest
High Resolution Fourier Transform Spectroscopy Of The First Overtone Of The N-O Stretch In Nitrosyl Bromide, Todd E. Wiest
Theses and Dissertations
Infrared Fourier transform spectroscopy of the first overtone of the nitric oxide (NO) bond stretch in nitrosyl bromide (ONBr) has been performed at a resolution of 0.02cm-1 to obtain the rotational parameters of the V1 = 2 energy level. Roughly 1000 transitions have been observed for rotational levels up to J = 80 and Ka = 7. The calculation of the complete set of rotational energy levels of this asymmetric molecule requires the numerical diagonalization of four, tridiagonal matricies for each J. From a non-linear least squares fit of observed transitions with J ≤ 40 using an …
3d Stereo Data Visualization And Representation, Kai-Heng (Felix) Wang
3d Stereo Data Visualization And Representation, Kai-Heng (Felix) Wang
Theses and Dissertations
This thesis investigates a technique for improving the perception and visualization of three dimensional information. This improvement will eventually give physicians the ability to both visualize and understand biomedical image data. Raw data is used to generate a stereo image pair. The raw data must be put in run length encoding RLE format and then converted to a stereo pair. Once the stereo pair is generated, they must be displayed on the Silicon Graphics ONYX workstation in stereo mode. This research uses 3D images of planets and satellites. The display information is transmitted across cable and is projected onto a …
A Retrospective Quantitative Assessment Of Trichloroethylene Exposure Of Workers At Aircraft Maintenance Facilities At Hill Air Force Base Through The Use Of Modeling, Anthony O. Copeland
A Retrospective Quantitative Assessment Of Trichloroethylene Exposure Of Workers At Aircraft Maintenance Facilities At Hill Air Force Base Through The Use Of Modeling, Anthony O. Copeland
Theses and Dissertations
Monte Carlo simulation and source-receptor modeling are used to estimate the TCE exposures encountered by select workers at aircraft maintenance facilities at Hill Air Force Base between 1955 and 1979. An epidemiological study of this group, a retrospective cohort study of 14,457 workers who were employed at the base for a minimum of one year between 1952 and 1956, was headed by Dr. R. Spirtas of the National Cancer Institute to evaluate mortality associated with occupational exposure. One of the major conclusions of the study was that TCE 'probably does not pose a strong carcinogenic risk for man.' In the …
Economics Of Chlorofluorocarbon (Cfc) Machine Replacement, Geoffrey D. Rudderow
Economics Of Chlorofluorocarbon (Cfc) Machine Replacement, Geoffrey D. Rudderow
Theses and Dissertations
Continued use of chlorofluorocarbon CFC refrigerants may have a severe financial as well as operational impact on the users of air-conditioning and other refrigeration equipment as price increases continue and production is phased out. With production of CFCs coming to a halt on 31 December 1995, the two major refrigerants that have been used in commercial and industrial cooling applications will no longer be available. The phase out of production is a result of national and international agreement that these, as well as other CFCs, are a primary cause of the depletion of the stratospheric ozone layer. To help the …
An Ownership-Lease Cost Comparison Analysis Of Heavy Equipment Motor Vehicles In Air Force Materiel Command, Mark A. Karzon, Charles E. Underwood Jr.
An Ownership-Lease Cost Comparison Analysis Of Heavy Equipment Motor Vehicles In Air Force Materiel Command, Mark A. Karzon, Charles E. Underwood Jr.
Theses and Dissertations
The purpose of this thesis was to perform an ownership/lease cost comparison analysis, including the investigation of qualitative issues, of heavy equipment motor vehicles in Air Force Materiel Command AFMC. The study examined 11 types of special purpose vehicles. Ownership cost was determined using vehicles within the categories of interest from all AFMC installations. Four AFMC installations were sampled for lease cost data and qualitative information. Once an ownership cost was determined, a comparative analysis was accomplished with lease cost information. This was done using hourly and annual cost data. Qualitative issues surrounding possible lease initiatives were addressed. Findings indicated …
Analysis Of The Air Force's Clean Water Act Notice Of Violations As A Managerial Tool In Achieving Compliance, Sandra J. Beneway
Analysis Of The Air Force's Clean Water Act Notice Of Violations As A Managerial Tool In Achieving Compliance, Sandra J. Beneway
Theses and Dissertations
In 1988, the General Accounting Office released the report Water Pollution: Stronger Enforcement Needed to Improve Compliance at Federal Facilities. The report claimed Federal Facilities were in noncompliance of environmental statutes at twice the rate of nonfederal facilities. The Air Force chain of command, from Chief of Staff to Commander and Chief, emphasize environmental compliance is expected at all Air Force Facilities. To enhance the Air Force's Clean Water Compliance Program, past noncompliance violations were compiled and an analysis performed assessing the value of the past violation trends as managerial tools in achieving compliance. The database chosen for the analysis …
Use Of Infrared Spectrometry To Determine The Effect Of Temperature On The Description Rates Of Trichloroethylene From Plastic Clay 98b, Abdellatif Fares
Use Of Infrared Spectrometry To Determine The Effect Of Temperature On The Description Rates Of Trichloroethylene From Plastic Clay 98b, Abdellatif Fares
Theses and Dissertations
This thesis investigated the influence of temperature on the desorption rated of trichloroethylene (TCE) from plastic clay. It was expected that an increase in temperature will cause an increase in both the desorption rates of TCE and in the desorbed quantity. Previous studies on other chemicals indicated a faster decrease in the remaining sorbed concentration with an increase in temperature. This research made use of the infrared optical absorption technique. IR spectroscopy was used to measure the concentration of the vapor TCE that desorbed from the soil. The soil was exposed to liquid TCE for 2 days then placed inside …
Use Of Infrared Spectrometry To Determine The Effect Of Trichloroethylene Resident Time On Desorption Rates From Flint Clay, Peter T. Lapuma
Use Of Infrared Spectrometry To Determine The Effect Of Trichloroethylene Resident Time On Desorption Rates From Flint Clay, Peter T. Lapuma
Theses and Dissertations
This laboratory based thesis investigated the desorption rate of trichloroethylene (TCE) from flint clay while varying the resident time of TCE exposed to the clay. It is thought that in long contaminated soil, a majority of contaminant mass will become entrained within the interior of the soil particles to slowly desorb out of the soil over long periods of time. Recent studies suggest that the longer a contaminant is resident in soil, the longer the contaminant will take to desorb from the soil. To understand more about soil desorption, this experiment was developed using infrared spectroscopy to detect TCE vapor …