Measuring Customer and Employee Loyalty at Space and Naval Warfare Systems Center Charleston

摘要

As a Navy Working Capital Fund (NWCF) Activity Space and Naval Warfare (SPAWAR) Systems Center Charleston is faced with many unique and challenging business prospects. As a government activity with government employees, SPAWAR Charleston is uniquely aligned and charged to support the objectives and needs of its government customers by Congress. A NWCF activity is also a non-appropriated government entity that must rely, as any commercial sector business, on continued funding streams on a year to year basis. Unlike a commercial entity however, there are strict legal limits to how and what kinds of work SPAWAR Charleston can acquire and perform. Given these unique circumstances, it is difficult to directly fit commercial management and measurement practices to SPAWAR Charleston or too many other Department of Defense activities. As SPAWAR Charleston continues to grow and expand its business base, it must be able to provide outstanding value to its customers while fulfilling its fiduciary responsibilities to the tax payers. New ways must be found to quantify, to measure and to take action on similar but different business factors than those used in the traditional commercial sector. This research focuses on the adaptation of commercial customer and employee loyalty measurement to a NWCF activity.