Customer Management Services (CMS) utilizes a three-tiered feedback system established to determine the satisfaction of the Soldiers, Family Members, Retirees, Veterans, and Civilians who work, play, train, and live on Fort Polk. The input mechanisms for feedback come from multiple sources such as online submission of comments, annual leadership and constituent assessments, and community forums.
The CMS Program implements a means for feedback that includes every category of customer on the installation. The analysis of this feedback enables the garrison to focus on specific corrective action that may include improved customer service training, Lean Six Sigma initiatives, or redistribution of resourcing. At the IMCOM level, the system provides an Army wide measure of organizational performance.
THE ULTIMATE OUTCOME: To improve performance, readiness, recruiting, and work-life balance.