scope:

PURPOSE

To define the Center customer satisfaction process (as required by MPR 1280.10, Marshall Quality Management System) that measures the suitability, adequacy, and effectiveness of Center products and services, and establish the process for senior management to set and monitor external customer satisfaction reviews.

Note: This document does not preclude Center performing organizations from conducting their own external/internal customer surveys at their discretion and notifying the Office of Strategic Analysis and Communication (OSAC) of them.

APPLICABILITY

a. This MPR applies to Center personnel, programs, projects, and activities, including contractors and resident agencies to the extent specified in their respective contracts or agreements. ("Contractors," for purposes of this paragraph, include contractors, grantees, Cooperative Agreement recipients, Space Act Agreement partners, or other agreement parties.)

b. This MPR applies to the Michoud Assembly Facility.

c. This MPR applies the following: all mandatory actions (i.e., requirements) are denoted by statements containing the term "shall." The terms: "may" or "can" denote discretionary privilege or permission; "should" denotes a good practice and is recommended, but not required; "will" denotes expected outcome; and "are/is" denotes descriptive material.

d. This MPR applies the following: all document citations are assumed to be the latest version unless otherwise noted.

e. This MPR applies to all MSFC personnel involved in the customer satisfaction process. The focus of this MPR applies to gathering and processing customer satisfaction feedback from both internal and external customers.