|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.
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
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
“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.