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Show July 14, 1994 9 Hilltop Times garners Team Quality award CES D Achieved the highest rating ever. In fact, the level reached exceeded the AFMC average by more than 25 percent. by Gerald L. Yearsley Quality Implementation director The 649th Civil Engineering Squadron recently received the Hill AFB Team Quality Award for achieving exceptionally high ratings in customer How they did it Col. Tad Stanley, 649th CES commander, outlined satisfaction. At the end of the second quarter of fiscal 1994, level of comthe squadron achieved its highest-eve- r mitments met to customers, as well as its highest-eve- r customer satisfaction rating. Air Force Materiel Command established goals are 90 percent for commitments met and 5.0 for customer satisfaction based on a scale of 1 to 6 CES exceeded the goals with marks of 97.12 percent and 5.4 percent, respectively. "I am proud of the dedication and accomplishments of the squadron, especially in the area of customer support," said Maj. Gen. Lester L. Lyles, Ogden Air Logistics Center commander, as he presented the award to squadron members recently. "The services CES provides are critical to sustaining base operations and all of you are key members of the Hill AFB team," he added. "The quality approach is paying us the dividends necessary to meet the challenges of our. continuously changing en- the squadron's constituent processes that consist of direct schedule work or job orders, work orders, military construction projects, SABER projects and real property maintenance contract projects. "We were then able to single out the constraining process or direct scheduled work and begin peeling back data to identify where and how improvements could be made," Stanley said. Peelbacks included balancing resources of 14 squadron shops between various types of work such d as recurring maintenance, work orders and direct-schedule- work. Manpower and funding constraints were reviewed and deferred work was identified as a major obsta- . cle in meeting the goal. The funding was pursued and acquired to eliminate work that customers requested but could not be accomplished. "Reviews were and are still being held weekly by all shop foremen and NCOs in charge to track how to make improvements. The Civil Engineer "Commitment Met" metric is progress to ensure the right actions are occurring," Team members accepting the award were SMSgt. an AFMC Base Operating Support Mission Element he said. An improvement strategy was then developed and Robert Arnold, CMSgt. Wayne Benson, Roger standard that measures the success established to place the squadron further milestones a Darren on rate in meeting customer commitment dates Brightshue, MSgt. Randall Crisswell, SSgt. exsum total of real property work requirements, along the quality journey. Fett, Dick Hamada and John Mickelson. According to Stanley, the ultimate keys to succluding housing. of CES on cess were: based Customer satisfaction is surveys Using quality tools D p Metric Analysis customers at time of service. Giving visibility of the metric to the people acUsing the AFMC for metric of tually performing the work. processes Process" and the metric itself as a primary manageThrough intensive use the D Identifying constraints. its to able was improve ment tool, squadron members improved processes, six months, the squadron accomD Equipping people with the tools necessary to also 40 It percent. ultimately improving support to the Ogden Air performance by almost firsts: accomplish the work. Logistics Center. The processes involved intensive plished two D Empowering people to improve the processes. R Met the goal. review and analysis of data that identified where and vironment." 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