Date of Award

9-1993

Document Type

Thesis

Degree Name

Master of Science

Abstract

The purpose of this study was to recommend a more comprehensive set of Vehicle Maintenance performance measures. A survey was used to collect information from Vehicle Maintenance customers from various organizations throughout ACC. The research had four objectives: (1) identify the customer service elements important to Vehicle maintenance customers; (2) identify customer perceptions about how Vehicle Maintenance meets those elements; (3) compare the perceptions of different customer groups; and (4) recommend customer oriented Vehicle Maintenance performance measures. Data analysis revealed that quality and timeliness were the service factors most important to Vehicle Maintenance customers. Analysis also indicated distinct differences between what customers want, and what they actually receive. Furthermore, the study revealed apparent differences in the service needs of various customer organizations. The researchers concluded that the most comprehensive Vehicle Maintenance performance measurement system should incorporate both quality and timeliness measures and should take an organizational, rather than a base-wide focus. Recommendations were offered to Vehicle Maintenance managers and suggestions for future research were given.

AFIT Designator

AFIT-GLM-LAC-93S-5

DTIC Accession Number

ADA273923

Comments

Presented to the Faculty of the School of Logistics and Acquisitions Management of the Air Force Institute of Technology

The authors' Vita pages are omitted.

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