Original Date: 12/06/2004
Revision Date: 01/18/2007

The U.S. Army Aviation & Missile Command at Redstone Arsenal implemented an improved customer support process and software tracking tool for its electronic Engineering Change Proposal system. This process has enabled the Army to track support and identify deficiencies within their system and take documented corrective actions.

The U.S. Army Aviation & Missile Command (AMCOM) at Redstone Arsenal had a time-consuming process of recording customer support requests for its electronic Engineering Change Proposal (ECP) process. The Army’s logistics organization recognized that providing first-class customer support was necessary to maintain the Multi- User ECP Automated Review System (MEARS). (Army acquisition customers have the option of having this function performed elsewhere.)

In response to the need for a more effective and efficient customer support request and action tracking system, the Army developed a software tool for its MEARS Help Desk. This system enables more rapid entry of support requests and timely follow-up actions and has resulted in more efficient coordination of required close-out actions, meeting all Army reporting requirements. The system is easy to use and has an effective, user-friendly interface for entering customer support requests and problems. The system provides management reports and a history of customer support and statistics for government accounting, and records customer contacts. The Army gathered and analyzed data from its customers. By taking corrective actions, the process and associated tool have given Army managers important data showing how customers are supported. This is essential to a continuous improvement process. The system provides effective closed-loop customer support, resulting in satisfied customers and more widespread use of the MEARS.

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