Week 2 Forum question

Please before you understand that this bid requires a forum post along with 3 forum post responses below, both must be done. The budget is what it is posted, please do not try to raise the price, either you will do it or the next person will. 

Annotate  two points of interest from your readings this week by Thursday of this  week. Your initial post should be at least 250 words.  Please respond  to at least 3 other students.  Responses should be a minimum of 100  words and can include direct questions.

Note:  Please bear in mind throughout the course the “theoretical” position  you hold within the organization is that of a Program or Contract  Manager as you make your recommendations.

Purpose of this assignment:

Explain  how to promote customer satisfaction. You can accomplish this week’s  forum by identifying opportunities and issues and problems when revising  and consolidating requirements from multiple customers. 

Links to get you started:

Mastering government contracts located at https://www.youtube.com/watch?v=xeVjluEeU9M

Starting a Navy Seal government contract located at https://www.youtube.com/watch?v=7tkabOCBmsw

Response question 1

 

Well  let me take a stab at this. When I think of customer satisfaction I  think of the motto “The Customer is always Right”. Which is not always  true but that seemed to be the slogan of one of the previous businesses  that I worked at.  Before you can think about satisfying the customer  you have to fully understand who your customer is. It is my opinion that  as a program/ contract manager you have two customers. The first being  the company that you are hiring to perform the service or provide the  product for your company. Then you also have the other clients which is  the company that you work for. I say that they are both clients because  they both want something from you and in the end they both want to come  out feeling like the won.  The relationship between contracting offices and their customers  represent a link that affects the successful completion of missions.  "Our customers rely on our responsiveness and effectiveness to get the  best supply or service for their buck," said Ulli Powell, contracting  officer, 409th CSB Theater Contracting Center. "We support many military  missions and if we don't provide the best customer service for them and  work hand--in hand with them, it could affect their missions and their  well-being" ("Contracting and customers work hand in hand for mission success | Article | The United States Army," n.d.).  Basically, as a contracting officer we have to provide good customer  service and stay on top of or work be personable, make sure we are  getting everything, and meeting everyone’s needs.  There is more to just  getting the contract awarded you also have to follow up and maintain  the contract. If it is a larger contract then you may have to manage for  multiple years.

Response question 2

 

Like anything when we go to the store to buy something or go out to eat many times, we are asked to fill out a survey on how the service was. When promoting customer feedback, there are a couple of different ways to pursue. In the interview with Jeff Gonzalez, he explained one of the strategies that he used was to ask the customer  what they wanted out of his program. That would then allow him to let  them know if he could perform that task or if he could suggest something  else. Another item that he used to help with promoting customer  satisfaction was using a blog.  In the blog, it allowed him to interact with customers to find out what they liked or what could have been changed in the training that is provided. 

As a contractor working for the government and training students, we kind of does the same thing. Instead of doing a blog we do an end of course critique that is given  to each student. The student is required to fill it out to let us know  what their thoughts are about the training. It will have questions such  is there anything in the training that needs to be changed or added. The end of course critiques is then given to our supervisor to look over for to see if any changes need to be made. A government representative that we are contracted through can also look at them to ensure we are performing the tasks according to the contract.

Eric