ing. The harder the equipment, software or process is to use the less likely it is that it will be used. Most people would agree that user friendliness is an important aspect of quality. An example of this is the Consolidated Aircraft Maintenance System (CAMS) that is used to document maintenance and ancillary training around the base. This system is so out of date that most people track training elsewhere and only haphazardly update CAMS. As the book says “If a system gives erroneous data at times, people may develop informal methods of getting the data they need and no longer bother to update their input into the formal system, since they no longer use it” (Dilworth, 1993, p. 286).There are many such systems in use around the base that can be replaced by commercial programs that are much easier to use and maintain. These programs can operate on standard computers and cost a great deal less. Now that we have permission to buy such things we are working with our customers to determine exactly what they need so that a complete user friendly system can be designed for them. These systems can range from a basic computer with office type software to systems capable of classified work. After the systems are installed the BCTF will provide all of the necessary training to get customer up and running. We also provide follow-on training and maintenance support for equipment and software not covered by a commercial warranty. Good initial user training benefits us all by building customer trust and reducing the number of trouble calls for routine problems. Reliability:Military communications customers depend on reliable equipment and services probably even more than commercial customers. When you are on the battle field your very life can depend on the reliability of equipment or service provided to you. “Goods (including services) must be reliable and perform for reasonable lifetimes” (Dilworth, 1993, p. 1...
