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 August 27, 2010


New garrison deputy emphasizes customers

Fort McCoy’s commitment to customer service and expectation management will help ensure any units that train at the installation accomplish their mission, said Lt. Col. Rob Humphrey.
PHOTO: Lt. Col. Rob Humphrey, garrison deputy commander
Lt. Col. Rob Humphrey

Humphrey, garrison deputy commander, said Fort McCoy is the first organization he has worked for where the senior leadership clearly has documented strategies that tie together the tasks each garrison employee performs in support of the Fort McCoy mission.

“It’s thoroughly impressive that the installation has clear strategies that tell garrison employees about how the tasks they perform fit into the mission,” he said.

The installation not only provides good customer service, it tells organizations what levels of service to expect and follows up to ensure customer satisfaction, he said.

Humphrey bases his expectation management for customer service on his 28 years of military service in both the enlisted and officer ranks.

“Units don’t necessarily have to come to Fort McCoy to train,” Humphrey said. “We have units that want to come to Fort McCoy because of our reputation. The only reason we’re here is to take care of our customers.”

Senior leadership needs to ensure Command Imperatives are carried out, including enhancing communication with key stakeholders and customers to promote awareness of the installation’s capabilities.

“Customers don’t always fall within the installation’s gates,” Humphrey said.

“For example, it is important to take care of the recruiter and Family members who may live outside the fence. The Army has key concerns for those Soldiers and their Families who are geographically dispersed and can’t get quick access to Army installations. Our garrison must reach out and support these Soldiers and Families, too.”

The other important aspect of the garrison’s Strategic Business Plan is it ties tasks done at Fort McCoy into the Installation Management Command (IMCOM) goals as set forth by IMCOM Commanding General Lt. Gen. Rick Lynch, he said.

Everyone should have a clear understanding of the tasks and functions they perform and how these tasks meet the Command Objectives, Command Imperatives and the Lines of Effort, Humphrey said.

To contact Humphrey, call 608-388-3405.

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