... tocustomers about their perceptions of quality service and needs. Suchapproaches include customer service surveys, telephone interviews, andcustomer complaint programs. Best practices research also ... describing, implementing, and managingstrategy at all levels of an organization by linking objectives, initiatives, and measures to an organization s strategic plan.Page 6 GAO-02-776 DLA's Delivery ... primevendor program, which DLA instituted to simplify the procurement anddelivery of such items as subsistence and medical or pharmaceuticalsupplies that commonly have a short shelf life. The program...