IMPROVING INTERNAL CUSTOMER SERVICE THESIS …

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IMPROVING INTERNAL CUSTOMER SERVICE THESIS

Jill R. Spies, Captain, USAF AFIT/GLM/LSR/90S-55

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DEPARTMENT OF THE AIR FORCE AIR UNIVERSITY

AIR FORCE INSTITUTE OF TECHNOLOGY

Wright-Patterson Air Force Base, Ohio

90) 12 21

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IMPROVING INTERNAL CUSTOMER SERVICE THES IS

Jill R. Spies, Captain, USAF AFIT/GLM/LSR/90S-55

Approved for public release; distribution unlimited

The opinions and conclusions in this paper are those of the author and are not intended to represent the official position of the DOD, USAF, or any other government agency.

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AFIT/GLM/LSR/90S-55

IMPROVING INTERNAL CUSTOMER SERVICE

THESIS

Presented to the Faculty of the School of Systems and Logistics of the Air Force Institute of Technology Air University In Partial Fulfillment of the Requirements for the Degree of Master of Science in Logistics Management

Jill R. Spies, B.S. Captain, USAF September 1990

Approved for public release; distribution unlimited

Acknowledgements

I would like to extend my appreciation and heartfelt thanks to several people who have helped me to complete my research.

First, I would like to thank my thesis advisor, Major Kenneth R. Jennings for his support. His assistance gave my research firm direction while allowing me independence.

Secondly, Dr. Guy S. Shane and Dr. Robert P. Steel have my most sincere gratitude for assisting me in my data collection and analysis. Without their help, my research would have been extremely more difficult.

I would also like to thank my fellow GIMs for being supportive of 9ach other and for "lightening up" when things got too serious. Having classmates who are always willing to help makes an unstoppable and unforgettable team.

Finally, my most sincere thanks are for the love, support, and patience of my parents, Larry and Carol, and of my fiance, Jerry, while I was sitting in front of my computer or complaining on the telephone. Without them, none of this would have been possible.

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