FMO improves customer service

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  • By 835th CES furnishings management office
RAMSTEIN AIR BASE, Germany --  The 835th Civil Engineer Squadron furnishings management office recently implemented 21 improvement initiatives to benefit customers and the Air Force.

FMO staffing has decreased from 158 employees to 143, but wait times for furniture have also dropped with the improvements - from 10 days to within seven days.

"The arrival time to each location is dependent on multiple factors, including traffic conditions to and from various destinations in more than 300 neighborhoods in an area the size of Rhode Island," said Mary Elder, FMO flight chief. "One of the AFSO21 initiatives enabled the drivers to contact the customer 30 minutes prior to delivery time, saving the customers' valuable time."

Using AFSO21 tools and concepts, FMO moved its appliance repair shop closer to the appliance inventory to avoid unnecessary trips, and also redesigned its appliance repair facility to reduce $200,000 of a budgeted $1 million project.

"Simply building the new repair shop at the end of the warehouse will be a time saver for all customers on delivery and pickup and connection and disconnection of appliances," said Dieter Diemer, FMO deputy chief.

Previously, appliances were delivered during one visit, and a second visit was scheduled for a technician to connect the appliances. Now both will be accomplished in one visit, again saving customer time.

To better serve customers, FMO co-located its customer service representatives with the military family housing customer service offices to create a one-stop shop for inbound personnel. An FMO information brochure is now included with the base sponsorship packet and sent to members before they arrive on station, which includes authorizations and requirements for borrowing furniture. Customer service feedback forms have been tailored to acquire more detailed information from customers to reveal true customer service rating.

A show room has also now been set up in the FMO warehouse to provide visual images for customers to see what is available.

"Our original FMO goal was to reduce idle time and enhance productivity with our authorized manpower, and eliminate waste in all functions throughout the FMO flight," said Ms. Elder. "The continuing AFSO21 journey changed our way of thinking and our business practices, saving government man hours and resources. But more importantly, improving customer satisfaction and decreasing wait times. We look forward to even more improvements on the road ahead."