Customer Service Delivery and Customer Satisfaction

HumRRO's Strategic Human Capital Management (SHCM) staff conducted an analysis of internal service delivery processes and customer satisfaction at the Air Force Research Laboratories Human Effectiveness Directorate. SHCM staff carried out similar work for the Office of Special Education and Rehabilitative Services. In addition, SHCM staff have worked with the Defense Logistics Agency (DLA) to develop customer relationship management training and directed a project to analyze customer relationship management competency levels and gaps at DLA. This analysis identified both current customer relationship management-related competency levels in the workforce and estimates of required levels to make customer relationship management effective.