Defense Logistics: Improving Customer Feedback Program Could Enhance DLA's Delivery of Services

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Description

A letter report issued by the General Accounting Office with an abstract that begins "The Defense Logistics Agency (DLA) performs a critical role in supporting America's military forces worldwide by supplying every consumable item--from food to jet fuel--that the military services need to operate. Although customers at the eight locations GAO visited were satisfied with some aspects of routine service, such as delivery time for routine parts and certain contractor service arrangements, customers also raised a number of points of dissatisfaction, particularly with regard to the detrimental impact of DLA's service on their operations. The agency's approach for obtaining customer ... continued below

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United States. General Accounting Office. September 9, 2002.

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Description

A letter report issued by the General Accounting Office with an abstract that begins "The Defense Logistics Agency (DLA) performs a critical role in supporting America's military forces worldwide by supplying every consumable item--from food to jet fuel--that the military services need to operate. Although customers at the eight locations GAO visited were satisfied with some aspects of routine service, such as delivery time for routine parts and certain contractor service arrangements, customers also raised a number of points of dissatisfaction, particularly with regard to the detrimental impact of DLA's service on their operations. The agency's approach for obtaining customer service feedback has been of limited usefulness because it lacks a systematic integrated approach for obtaining adequate information on customer service problems. Although DLA has initiatives under way to improve its customer service, there are opportunities to enhance these initiatives to provide for an improved customer feedback program."

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Government Accountability Office Reports

The U.S. Government Accountability Office (GAO) is an independent, nonpartisan agency that works for the U.S. Congress investigating how the federal government spends taxpayers' money. Its goal is to increase accountability and improve the performance of the federal government. The Government Accountability Office Reports Collection consists of over 13,000 documents on a variety of topics ranging from fiscal issues to international affairs.

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  • September 9, 2002

Added to The UNT Digital Library

  • June 11, 2014, 5:03 a.m.

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United States. General Accounting Office. Defense Logistics: Improving Customer Feedback Program Could Enhance DLA's Delivery of Services, report, September 9, 2002; Washington D.C.. (digital.library.unt.edu/ark:/67531/metadc290982/: accessed October 22, 2017), University of North Texas Libraries, Digital Library, digital.library.unt.edu; crediting UNT Libraries Government Documents Department.