Original Date: 04/20/1998
Revision Date: 01/18/2007
Information : Field Feedback
After the first major fielding of Single Channel Ground and Airborne Radio System (SINCGARS) in Korea, ITT Aerospace/ Communications Division realized it needed a Field Feedback program. Obstacles included the lack of reliable field contacts; no reliable means of communicating field problems between the customer and ITT Aerospace/Communications Division (A/CD); problem areas were not being properly addressed; and the customer was losing confidence in the product’s field performance as well as follow-on support.
In response, ITT A/CD sent a team of manufacturing, reliability, logistics, and management personnel to the field site to address these problems and restore customer confidence. The team set about designing a long- term/permanent vehicle for handling the exchange of information between ITT Aerospace/ Communications Division and the field site. Also implemented was an on-site field service representative (FSR) who addressed open and closed maintenance actions; discussed equipment problems; and supplied configuration information on the number of units serviced at the field site. These communication channels enabled ITT A/CD to identify trends, patterns, and/or repetitive failures in the equipment; supply valuable information on the quality and accuracy of the equipment; and determine whether user technical training or technical support was needed.
In addition, ITT A/CD established an Internet website so customers and FSRs could report real-time failures and customer inquiries. This avenue of notification enables ITT Aerospace/ Communications Division to immediately launch investigations via Product Quality Deficiency Reports and begin corrective action procedures.
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