This report includes recommendations for executive action to help DLA better identify customers’ needs and solutions for meeting them through an integrated customer feedback framework. The Department of Defense (DOD) generally concurred with our recommendations and agreed that DLA needs to increase its focus on customer satisfaction. The department’s comments on our report are reprinted in their entirety in appendix II. | United States General Accounting Office GAO Report to Congressional Committees September 2002 DEFENSE LOGISTICS Improving Customer Feedback Program Could Enhance DLA's Delivery of Services GAO-02-776 United States General Accounting Office September 2002 G A O DEFENSE LOGISTICS Accountability Integrity Reliability Improving Customer Feedback Could Highlights Enhance DLA's Delivery of Services Highlights of GAO-02-776, a report to the Committee on Armed Services, . Senate, and the Committee on Armed Services, House of Representatives. Why GAO Did This Study What GAO Found The Defense Logistics Agency Military service customers at eight judgmentally selected locations GAO supports America’s military visited had mixed views of the Defense Logistics Agency’s services— forces worldwide by supplying satisfied with aspects of routine service, such as the delivery time for almost all consumable items— routine parts, but dissatisfied with other areas, such as the detrimental from food to jet fuel—that the impact that the agency’s service has had on their operations. Customers military services need. The Floyd cited difficulties, for example, in getting critical weapons systems parts D. Spence Defense Authorization by the needed time. Act for Fiscal Year 2001 mandated that GAO conduct The agency’s approach for obtaining systematic customer service reviews of the agency, including feedback is limited. It its relationship with its military • lacks an integrated method to obtain adequate data on problems; service customers. For this • does not effectively use surveys or local representatives to obtain report, GAO determined (1) how feedback to identify the importance or depth of customers’ issues; customers perceive the quality of • has not adequately defined or identified its customers; and the agency’s service, (2) how • does not provide a “single face” to its customers, thus fragmenting useful its approaches are for accountability for customer satisfaction. obtaining .
