Defense Logistics: Improving Customer Feedback Program Could Enhance DLA's Delivery of Services

[摘要] A letter report issued by the General Accounting Office with an abstract that begins "The Defense Logistics Agency (DLA) performs a critical role in supporting America's military forces worldwide by supplying every consumable item--from food to jet fuel--that the military services need to operate. Although customers at the eight locations GAO visited were satisfied with some aspects of routine service, such as delivery time for routine parts and certain contractor service arrangements, customers also raised a number of points of dissatisfaction, particularly with regard to the detrimental impact of DLA's service on their operations. The agency's approach for obtaining customer service feedback has been of limited usefulness because it lacks a systematic integrated approach for obtaining adequate information on customer service problems. Although DLA has initiatives under way to improve its customer service, there are opportunities to enhance these initiatives to provide for an improved customer feedback program."

[发布日期] 2002-09-09 [发布机构] United States. General Accounting Office.

[关键词] Government accountability -- United States.;national defense;defense logistics;letter report