Using Customer Satisfaction for Measuring the Effectiveness of Integrated ProductTeams

摘要

In attempting to develop a performance measurement system for assessing theeffectiveness of integrated Froduct Teams (iPTs), this research focused on the identification of those characteristics that were moSt important to the customers of Hyrs. Customer satisfaction was selected as the focal point because it is the foundation of the Integrated Weapon System Management (IWSM) philosophy which fostered the IPT approach to conducting business. The customer satisfaction data was gathered from the Quality Air Force self-assessments conducted by the B-1, B-2, F-15, F-16, F-22, and C-17 System Program Offices, as well as interviews conducted by Brigadier General Kenne with several of the major customers of the Aeronautical Systems Center. The seven characteristics identified, through the analysis of the data gathered, provide the initial step in the development of a performance measurement system for assessing the effectiveness of IPTs.