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Security Assistance Customer Satisfaction Index (CSI)

As we move into the 21st century and the challenges we face in an evolving environment, the key to the U.S. Army's continued success in the area of Security Assistance (SA) is the quality and professionalism of the service provided to the foreign customer. It is imperative for our future success that we provide each customer the opportunity to inform us on how we are meeting our commitment to the customer. Customer focus is important for several reasons. Customer focus:

- Determines how well business processes are working
- Determines if and where improvements are needed
- Determines if the changes led to improvements
- Determines how responsive we are to problems and the speed in which they are resolved
- Functions as the foundation for the U.S. Army's Security Assistance strategy; focus on the customer

The U.S. Army SA community has always been service oriented, adapting a CSI is meant to reinforce the fact that the it is customer-driven. Being customer-driven not only includes but also goes beyond customer service. It starts by listening to customers to identify and meet their needs and expectations. The organization has many informal (soft) existing forums to capture the "customer's voice". The CSI is a formal tool (hard). As Kessler , author of "Measuring and Managing Customer Satisfaction", emphasizes that organizations - if they want to be customer-driven - must rely on both soft and hard data.

There are many CSI models, our model follows the Malcom Baldridge National Quality Award (MBNQA) criteria 3.0 Customer and Market Focus. This criterion refers to an organizations systems to determine requirements and expectations of customers. It also addresses ways for organizations to enhance relationships and determine customer satisfaction. Our CSI is meant to capture:

- Customer and Market Knowledge

Premise is that the ability to fulfill customer needs is based on an organization's efforts to first understand customer needs (from the customers perspective not ours)

- Complaint Management
- Customer satisfaction and relationship enhancement

Premise is that todays customers want/expect open, ongoing relationships with their suppliers. This means ensuring suppliers are receiving feedback regarding concerns and complaints.

The CSI will be part of a Balanced Scorecard, The intent being that data derived from the PBC process will be Quantitative data the CSI will provide Qualitative data. Simultaneous use of both qualitative and quantitative data will provide the organization with the "Big Picture" (Figure 1)CSI Road Map Diagram
Figure 1

CSI is comprised of three elements (Figure 2):

CSI Road Map Diagram 2

Figure 2

The CSI is one critical step the U. S. Army Security Assistance Community is taking so that we can better understand how well we are meeting our commitment and expectations of the customer. It is our intent to share the results with our customers as applicable.  Our intention is to conduct Phase I on an annual basis with Phase II and III ongoing throughout the calendar year and the results reviewed on a quarterly basis.