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Customer focus charts a prize‐winning course for quality at naval undersea warfare center division

 

作者: Sherman Williams,   Wade Randall,   Mike Wessel,   Debbie Abrahams,  

 

期刊: National Productivity Review  （WILEY Available online 2006）
卷期: Volume 14, issue 2  

页码: 19-35

 

ISSN:0277-8556

 

年代: 2006

 

DOI:10.1002/npr.4040140205

 

出版商: John Wiley&Sons, Ltd.

 

数据来源: WILEY

 

摘要:

AbstractHow does a government agency go from potentially losing its most important customers to winning the Federal Quality Institute's Quality Improvement Prototype Award? In the case of the Naval Undersea Warfare Center Division in Keyport, Washington, a series of proactive steps instilled a total quality culture at the facility, geared to enhance customer satisfaction and operational efficiency.

 

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