| OCR Text |
Show r NEWS yipgirodles Ji f3ss by Donna Davis Hilltop Times staff writer Two years ago, when people called the Network Control Center for help, about half had to hang up with their problem unresolved. Today, those same customers give the NCC an "A" in all categories and lost calls are down to 1 percent. The 1881st Communication-Compute- r Systems Group NCC was able to improve service to customers as a direct result of implementing the kind of total quality management that will be judged April 3 and 4 by two evaluators from the President's Award For Quality team. The NCC and many other organizations on base will show examples of teamwork, customer satisfac March 29. 1991 tion and continuous improvement that Steve Harrison of the U.S. Secret Service and Jack Bradshaw from Motorola Corp. have been sent to assess. Independently, they will submit their findings to a panel of judges responsible for determining worthiness for the President's Award. The evaluators look to validate information in the application sent by Air Force Logistics Command headquarters to the Federal Quality Institute. Competitors are judged against a set of quality standards and not against each other. The quality standards include such factors as training, customer satisfaction and feedback, process improvement and direct involvement from management in quality improvement. "At the NCC, we decided to make whatever changes were required to bring service up," said Ray Clark, NCC supervisor. Process improvement ocurred at the NCC through several initiatives designed through a process action team that met nearly 15 months. A faster method for inputting problem reports was devised, a phone-cal- l management computer installed, and a master library of reference manuals created. They also improved internal functions such as inventory management and problem tracking. The President's Award evaluators also want to see systems in place that prevent problems, rather than try to solve them after they occur. As an example, the NCC prepares a monthly activity report for user -- fectiveness. The NCC implemented a program on an "as time allowed" basis and organized about 30 brown bag luncheons to provide information ranging from technical issues to personal improvement seminars. "The here has been successful een made it more difficult. User several factors though account growth on new computer systems doubled to nearly 40,000 accounts. At the same time, the number of communications devices rose from 6,800 to more than 16,500 and hardware pieces from 1.500 to 8.000," said Mr. Clark. "Still, lost calls have dropped from 50 percent to 1 percent." Using existing manpower and resources. Mr. Clark said the NCC "placed a greater emphasis on quality work rather than quantity of work. Dedicated people working hard and being willing to make changes have made this effort successful so far. We expect to improve even more in the future." Evaluators can speak with anyone on base next week. "Employees should be honest and professional, remembering that each person represents all of us when they speak," said Col. William Lindsay of the Quality Directorate. "Show nride in what you cross-trainin- turn-aroun- A Hill AFB sergeant was found guilty of driving drunk and causing an accident involving injuries. A general court-martipanel of officers found Sgt. Eric D. Lock-hareight a radar technician with the 84 th al t, Radar Evaluation Squadron, guilty trial. following a two-da- y g d do." "I am pleased with the results of this trial. Drunk driving is a serious offense under the Uniform Code of shortly after the accident to demon- Military Justice and must be dealt strate that Sergeant Lockhart was with accordingly," said Capt. John H. drunk at the time. The government McFarlan, chief of military justice at also relied heavily on the testimony of Hill, following the trial. The prosecutors in the trial were TSgt. Patrick Wolcott, a reserve security police specialist and accident Maj. Michael Breslin, Travis AFB, reconstructionist, who testified that Calif., and Capt. Hunt Garner, Hill. the accident was not caused by The defense counsel were Capt. Kenweather, road conditions or excessive neth Trigg, Travis, and Capt. Kurt Schuman, Hill. speed. dence of a Sergeant Lockhart was sentenced Staff Judge Advocate's Office 3 organizations showing potential problem areas or probable training requirements. The NCC also sends a survey to users asking report card questions to determine the centers ef- Sergeant guilty of driving drunk by Capt. Hunt Garner H.litop Times March 15 to three months confinement, reduction in grade from sergeant to airman and forfeiture of $400 per month for 12 months. The maximum possible punishment for this offense is confinement for 18 months, a dishonorable discharge from the Air Force and forfeiture of all pay and allowances. The government introduced evi blood-alcoh- test performed ol ill 0 Chicken Fried Steak Dinner 55 oz USDA Choice Sirloin 99t Only A Salad Bar Meal When 10f Only When Salad Bar Meal You Buy A You Buy At Regular Price. At Regular Price. Dinner includes choice of Potato or Rice Pilaf & Texas Toast. Dinner includes choice of Potato or Rice Pilaf & Texas Toast. Not valid with other offers. At participating Golden Corral restaurantsonly.Tax included. Please, no sharing. Good through 5591. Not valid with other offers. At participating Golden Corral restaurants only. Tax not included. Please, no sharing. Good through 5591. n6t L 4 -- Golden Grilled Chicken Dinner with Salad Bar Regular Chopped Sirloin Dinner 10t OnlyA Salad Bar Meal Only $5.99 When You Buy At Regular Price. Dinner includes choice of Potato or Rice Pilaf & Texas Toast Dinner includes choice of Potato or Rice Pilaf & Texas Toast. Not valid with other offers. At participating Golden Corral restaurantsonlyTax not included. Please, no sharing. Good through 5591. Not valid with other offers. At participating Golden Corral restaurants onlyTax not included. Please, no sharing. Good through 5591. --- J- S(ksm mm EES a, SJ3B o aBufflSH o fOmSS H |
