Original Date: 07/10/2006
Revision Date: / /

Tobyhanna Army Depot has permanently stationed two employees at its largest Army customer locations, establishing a liaison that enables those employees to respond to customer needs in a lean and expeditious manner.

Tobyhanna Army Depot (TYAD) has instituted a long-term commitment to major customer satisfaction through the creation of a liaison program in which two TYAD employees are permanently stationed at the depots’ two largest Army customer locations – Fort Monmouth, New Jersey, and Alabama’s Redstone Arsenal. These employees provide a rapid response to customer problems. Prior to this program, neither direct nor real-time information flow was in effect with these customers, resulting in slower-than-needed response times.

The Liaison Program records and resolves customer requests, issues, and concerns that occur at the Aviation and Missile Life Cycle Management Command (LCMC) at Fort Monmouth and the Communications Electronics LCMC at the Redstone Arsenal. The depot’s two permanently stationed employees provide support to these facilities whose customers are responsible for 79% of the workload that TYAD executes. This program is organizationally aligned to provide the greatest customer satisfaction with the least amount of investment. Customer engagements that range from requested cost estimates to potential complaints and initial contact with new customers are all under the influence of the liaison officer. These engagements have resulted in customer satisfaction data collected through standard depot systems.

As a result of the Liaison Program, new markets are regularly being enabled and customer relationships are continually monitored. Future expansion to this program will be applied to TYAD’s Air Force customer and to issues regarding the 2005 Base Realignment and Closure and will be enabled and sustained through Standard Operating Procedure Mission Directive-53.

For more information see the Point of Contact for this survey.