Date of Award

12-1997

Document Type

Thesis

Degree Name

Master of Science

Department

Department of Systems Engineering and Management

First Advisor

W. Brent Nixon, PhD

Abstract

The Air Force began operations of a Hazardous Material Pharmacy (HMP) in the late 80s. This thesis identifies causes of positive and negative perceptions of the HMP among its customers. Focus groups were used to determine customer perceptions. Several Total Quality Management (TQM) tools were used in this analysis. Brainstorming was used to generate customer perceptions. Affinity diagrams were used to group data into meaningful categories. Interrelationship digraphs were used to determine influence among causes of perception and to rank the causes of perception. This study showed that lack of clear policy and support of the HMP were the leading causes of negative perception of the HMP. No category of positive perception was determined to be most significant. Additionally, the areas of information flow, training, continuity, support, and personnel issues within the HMP represent possible areas for improvement.

AFIT Designator

AFIT-GEE-ENV-97D-19

DTIC Accession Number

ADA334446

Download

Share

COinS