Analysis of the User Feedback Mechanism in the Army Service Contract Acquisition Process

Abstract

The purpose of this research is to examine how end user feedback for Army service contracts could be standardized and streamlined to better inform the requirements managers. We examine how three Army requirement managers from a MICC, PEO and combat theater currently collect, evaluate, document, and disseminate end user feedback for service contracts and what considerations they use in their evaluations to improve those contracts so that we may identify shortfalls and possible alternate processes that could improve results. We then use process analysis and a lean assessment to identify how these alternate processes could improve Army service contract operations. Based on the participants answers, process mapping and Lean assessment, we conclude that there are several inefficiencies within the Army’s customer feedback process. The inefficiencies lie within the capacity or availability of the appointed individual conducting surveillance, Type One Muda derived from reports waiting for further action, and the bottleneck created by the TOR/CORs/KO reviewing and combining reports. Additionally, the Lean assessment found a lack of flow and pull through all three processes. We conclude the project by making a recommendation for an incremental release of a smart phone application (app) that can be leveraged by all ranks, agencies, and service contracts. We recommend further research into the COR nomination process, and on the variances in quality of surveillance and customer feedback.