Achieving successful communication satellite business through a new method

摘要

This paper describes a process for successful space business ventures - a methodology used by highly successful commercial and government organizations, but relatively new to space business enterprises. ^What do successful commercial ventures have in common? How do these ventures differ from most space activities? The answer is the implementation of a state-of-the-art Customer Satisfaction Measurement (CSM) process. ^Take the case of the latest winners of the Malcolm Baldrige National Quality Award and the President's Award. ^What did they do that helped to achieve this performance? The answer is they implemented an effective CSM process that measures and achieves the highest possible level of customer satisfaction. ^The same CSM process can be implemented by space enterprises to achieve comparable success. ^This paper describes four recent national award winners and the six-step CSM process that they used. ^It concludes with the strong recommendation that this process be implemented to assure success in the commercial space world. ^(Author)