Customer Satisfaction: Identify and serve customers to meet their needs, measur

Customer Satisfaction:
Identify and serve customers to meet their needs, measure and improve customer satisfaction by becoming their “First Choice”.
– Emphasize Quality Customer Service in all ACS programs by maintaining Customer Focus.
– Ensure 90% of customer requests are filled within established timeframes and with less than 10% errors.
– Proactively seeks and listens to customers and objectively consider others’ ideas and opinions, even when they are in conflict with one’s own.
– Complete required customer service skills training as outlined within the organization suspense dates.
– Customer survey responses are excellent or good at least 85% of the time.
Results are tracked monthly.
– Participate in customer focus-groups (for regular users and non-regular users) at least once during the rating period.

Teamwork:
– Emphasize working in Teams and be a good team Partner or teammate.
– Deliver all events of significance as quality team efforts.
– Communicate openly across all DFMWR organizations.
– Actively support ACS program events and activities.
– Ensure timely input for Marketing, DFMWR planning and documents, DFMWR and ACS Strategic Plans.
– Evidence of good partnership relationships horizontally and diagonally across the Garrison organization, with non-DFMWR organizations, and with local, regional, and state organizations.
– Be a good community partner.
– Establish and maintain professional relationships with peers, appropriate agencies and individuals throughout DoD and other government agencies to represent the Command, to exchange information and to resolve common problems.
Innovation and Improvement:

– Innovate and continuously improve customer-service systems, facilities, programs, and equipment.
– Use competitor’s or sister family services facilities best practices.
– Assist with the development and submission of a detailed annual program Improvement Plan for ACS programs.
– Establish good human relations within the DFMWR organizations.
– Personally attend workshops/training and brings back and share new service improvements from each workshop or training session when in a Leader’s role, display Leadership.
– Ensure the DFMWR mission, vision, and goals are clearly communicated to the entire workforce.
– Be trustworthy, take care of people, and lead by the Army values.
– Take personal responsibility for all areas of responsibility.
– When personal or organizational errors occur (and they will), take adequate and timely corrective measures.
– Strive for the highest stands of integrity and ethical conduct and set the example.
– Ensure completion of mandatory annual ethics training and EEO.
– Embrace the Army’s CORE values throughout the ACS programs.

Program Execution:

– Execute MDSSO to standards and conduct in accordance with ACS Certification Standard.
– Assist/ conduct briefings such as SFRG, CARE Team training, ACS overview, EFAC training, USC support to the units.
– Safeguard government assets by ensuring adequacy of Management Controls, and compliance with ARs 11-2, 215-1, 608-1 and 608-18, applicable property controls, and outside audits of ACS programs.
– Written and oral communication is prepared and presented professionally, meets suspense dates, and needs little or no editing or correction prior to leaving the Command.
– Outside audit or assessments of programs result in no significant findings and there are limited or no losses of assets requiring criminal investigation.
– Required program Certification or Accreditation is achieved.
– Customer services are increased without a proportionate increase in funding.