A Study on User Complaints of Force Operation Equipment Support Program
방위사업청 항공기계약팀, Hyunchul Kim, Seonggon Ryu · 한국방위산업학회지 · 2019
The study aims to identify problems about dealing with user complaints which are caused by gaps between the military’s regulations for the weapons operation and their maintenance. Additionally, it includes suggestions to resolve these problems. Defense Acquisition Program Agency (DAPA) is deputed by the Services to make several contracts for the weapon’s operation and maintenance. It is not easy to handle all user complaints consistently. This study analysis user complaints handling procedures and regulations using in military. And It shows the comparison of them. Based on the comparative analysis, this study suggests ideas to align military’s regulations consistently and improve policies in Ministry of National Defense. It convinced that this study, including the regulation revision and the unification of the complaints handling procedure and its terminologies, enable to save time and cost of the customer complaints handling.