Query resolution results at a military research and manufacturing facility

To track its responses to the needs of its Warfighter customers, the Army Armament Research, Development and Engineering Centre (ARDEC), a US military research and manufacturing facility and winner of the 2007 Malcolm Baldrige National Quality Award (Non Profit Sector), used a web-based tracking tool to collect and track inquiries and requests. ARDEC achieved a level responsiveness that resulted in increased funding to field four weapons systems. In the last two quarters of 2005, against a targe...

BPIR Categories

15.6.8 After-sales service/warranties/customer complaints
15.2.3 Product performance e.g. quality/delivery/value
15.2.4 Service performance e.g. quality/delivery/value