NWU Institutional Repository

An integrated service excellence model for military test and evaluation facilities

Loading...
Thumbnail Image

Date

Authors

De Coning, Armscor Gerhard
Van der Waldt, Gerrit

Journal Title

Journal ISSN

Volume Title

Publisher

Faculty of Military Science, University of Stellenbosch

Abstract

The purpose of this article is to introduce an Integrated Service Excellence Model (ISEM) for empowering the leadership core of the capital-intensive military test and evaluation facilities to provide strategic military test and evaluation services and to continuously improve service excellence by ensuring that all activities necessary to design, develop and implement a test and evaluation service are effective and efficient. In order to develop the ISEM, various management tools and productivity and quality models were identified and tested through an empirical study conducted amongst the various test and evaluation facilities’ leadership core. Solutions to financial, human resource and environmental challenges as well as quality standards were built into the ISEM. Governance principles and leadership perceptions and recommendations further contributed to the development of the ISEM.

Description

Keywords

Citation

De Coning, G. & Van der Waldt, G. 2011. An integrated service excellence model for military test and evaluation facilities. Scientia militaria: South African journal of military studies, 39(1):101-114. [http://scientiamilitaria.journals.ac.za/pub] [http://scholar.sun.ac.za]

Endorsement

Review

Supplemented By

Referenced By