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Z-Gram #33; dated 25 September 1970

Navy Exchange and Commissary Store Advisory Boards

R 251307Z SEP 70
FM CNO (Z-33)

TO NAVOP

UNCLAS //N01700//
NAVY EXCHANGE AND COMMISSARY STORE ADVISORY BOARDS

1. IT HAS LONG BEEN THE GOAL OF OUR PERSONNEL MANAGING AND OPERATING THE NAVY EXCHANGE AND COMMISSARY STORES TO PROVIDE THE BEST POSSIBLE SERVICE AND MERCHANDISE AT THE MINIMUM COST TO OUR NAVY PERSONNEL AND DEPENDENTS. THE LEVEL OF PROFESSIONAL MANAGEMENT HAS CONTINUALLY IMPROVED. HOWEVER, FURTHER BENEFITS CAN BE DERIVED THROUGH A CUSTOMER RELATIONS PROGRAM, COMPOSED OF REPRESENTATIVES OF BOTH MANAGEMENT AND PATRONS, AND HAS PROVEN TO BE VERY EFFECTIVE AT COMMANDS WHICH HAVE INSTITUTED THIS PROGRAM OVER THE LAST TWO YEARS.

2. THEREFORE I DESIRE TO SEE THIS PROGRAM OF ADVISORY BOARDS EXTENDED TO BE IMPLEMENTED AT ALL NAVY EXCHANGE AND COMMISSARY STORES. AN OPNAV INSTRUCTION IN THE 1700 SERIES WILL BE PROMULGATED AT AN EARLY DATE DIRECTING THAT COMMANDING OFFICERS AT ACTIVITIES WITH NAVY EXCHANGES AND/OR COMMISSARY STORES ESTABLISH “NAVY EXCHANGE AND COMMISSARY STORE ADVISORY BOARDS.” THE MISSION OF THESE BOARDS WILL BE TO ESTABLISH A CUSTOMER RELATIONS MECHANISM DESIGNED TO (A) IMPROVE COMMUNICATIONS BETWEEN MANAGEMENT AND PATRONS, AND (B) TO IDENTIFY AND RESPOND TO CUSTOMER REQUIREMENTS AND COMPLAINTS. MINIMUM MEMBERSHIP SHOULD INCLUDE BUT NOT BE LIMITED TO REPRESENTATIVES OF TENANT COMMANDS, DETACHMENTS, FLEET COMMANDS IN THE AREA, WIVES CLUBS AND OTHER APPROPRIATE ORGANIZATIONS, AND MANAGEMENT PERSONNEL. THE COMPOSITION OF THE BOARDS SHOULD CONTAIN A BROAD ETHNIC AND REPRESENTATIVE MINORITY BASE, ADEQUATE REPRESENTATION IS TO BE PROVIDED FOR THOSE HAVING THE GREATEST NEED FOR THESE FACILITIES AND FOR THOSE WHO ARE UTILIZING THEM WITH THE HIGHEST FREQUENCY. THESE WOULD INCLUDE THE LOWER GRADES OF MARRIED OFFICER AND ENLISTED PERSONNEL AND THOSE WITH LARGE FAMILIES. FURTHER DETAILS CONCERNING THE REQUIREMENTS FOR MEETINGS AND A SYSTEM OF EVALUATION OF THE EFFECTIVENESS OF THIS PROGRAM WILL BE PROVIDED FOR IN THE FORTHCOMING OPNAV INSTRUCTION. E. R. ZUMWALT, JR., ADMIRAL, U.S. NAVY, CHIEF OF NAVAL OPERATIONS.
BT

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ACRONYMS/ABBREVIATIONS:
OPNAV: Office of the Chief of Naval Operations

[END]
Published: Mon Sep 19 14:25:08 EDT 2016