| LAST UPDATED: 29 JUNE 2010 |
WHAT IS CUSTOMER MANAGEMENT SERVICES?
CUSTOMER MANAGEMENT SERVICES (CMS) -- CUSTOMER MANAGEMENT SERVICES IS A PROCESS DESIGNED TO PROVIDE THE 502d MISSION SUPPORT GROUP COMMANDER WITH INTEGRATED FEEDBACK FROM AN INDIVIDUAL, CONSTITUENT, AND MISSION COMMANDER PERSPECTIVE. THIS PROCESS IS USED TO IMPROVE THE SERVICES PROVIDED TO SOLDIERS, RETIREES, VETERANS, FAMILY MEMBERS, AND CIVILIANS THAT LIVE, WORK AND TRAIN ON THE INSTALLATION.
CMS UTILIZES A THREE-TIERED FEEDBACK SYSTEM ESTABLISHED TO DETERMINE THE SATISFACTION OF THOSE WHO WORK, PLAY, AND LIVE ON THE INSTALLATION. THE INPUT MECHANISMS FOR FEEDBACK COME FROM MULTIPLE SOURCES SUCH AS ONLINE SUBMISSIONS OF COMMENTS, ANNUAL LEADERSHIP AND CONSTITUENT ASSESSMENTS, AND COMMUNITY FORUMS. THIS PROGRAM IMPLEMENTS A MEANS FOR FEEDBACK THAT INCLUDES EVERY CATEGORY OF CUSTOMER ON THE INSTALLATION. THE ANALYSIS OF THIS FEEDBACK ENABLES THE GARRISON TO FOCUS ON SPECIFIC CORRECTIVE ACTION THAT MAY INCLUDE IMPROVED CUSTOMER SERVICE TRAININGS, LEAN SIX SIGMA INITIATIVES, OR REDISTRIBUTION OF RESOURCING. AT THE IMCOM LEVEL, THE SYSTEM PROVIDES AN ARMY WIDE MEASURE OF ORGANIZATIONAL PERFORMANCE.
THE ULTIMATE OUTCOME IS TO IMPROVE PERFORMANCE, READINESS, RECRUITING, RETENTION AND WORK-LIFE BALANCE.
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Interactive Customer Evaluation (ICE)
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The Interactive Customer Evaluation is your direct link to any Fort Sam Houston service provider on the system. This is your chance to let us know how we are doing!
Fort Sam Houston Ice Site |
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Issue Status
(FY10)
Active
Issues:
Completed Issues:
Unattainable Issues:
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Community FIRST / Army Family Action Plan
Quarterly Issue Resolution Process |
Community FIRST is a quarterly issues resolution process designed to provide continuous feedback to the Fort Sam Houston community on issues that cannot be resolved by ICE.
Community FIRST also conducts focus groups by constituents (Soldiers, Family Members, Retirees, Veterans, Surviving Spouses, Teens, and Civilian Workforce)
If you would like to submit an issue or recommendation, please send an email to the the following; samh.cms@conus.army.mil for Community First, or the samh.afap@conus.army.mil. Army Family Action Plan. Issues will be forwarded on a quarterly basis to the responsible directorate or organization for resolution. If still not resolved, issues will be submitted to the Commanding General for approval to forward beyond Fort Sam Houston through the AFAP process.
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Constituent Assessment
The constituent assessment allows Soldiers, Retirees, Veterans, Family Members & civilian Employees to rate services provided by Fort Sam Houston from a personal use perspective. The 2009 Constituent Assessment resulted in the following totals by category: 51 Family Members, 132 Retirees, 128 Civilians, 3 Veterans, 13 Contractors, and 106 Soldiers for a total of 433 surveys. |
Corporate Assessment
The corporate assessment provides the Fort Sam Houston Mission Commander and leaders with the capability of rating 502d MISSION SUPPORT GROUP services from a mission commander and staff perspective. The assessment will identify specific deficiencies & potential resource reallocation / shortfalls. The 2009 Corporate Assessment resulted in 172 total surveys from Leaders which includes Officers CPT w/Company Command and above, Warrant Officers (CW3 and above), NCOs (SFC and above), and Civilians (YA/YC-02 (GS-12) and above or equivalent.
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Thanks to all the 433 folks that completed this 2009 Fort Sam Houston Customer Assessment Survey. The data from the Customer Service Assessment is a critical step in validating the effectiveness of our installation services and is assisting Fort Sam Houston and Installation Management Command in identifying areas for improvement. Complete detailed results for each constituent group are available for viewing at the Customer Management Services Office in Suite B, Bldg 122, 1206 Stanley Road, Fort Sam Houston, TX. It is recommended that you contact the Customer Service Officer to schedule a time to review this data at (210) 221-2543 or via email at samh.cms@conus.army.mil. Again, thanks to all those participants for providing the "Voice of Your Community." We look forward to your support in 2010.
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Innovation Forum for Fort Sam Houston 502d MISSION SUPPORT GROUP |
To view issues and responses to items submitted anonymously through this forum, click here. |
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