Abstract
Purpose. The purpose of this study was to develop and test an optimum procurement model for improving customer satisfaction in multinational military procurements, specifically between the Turkish Navy and Foreign Contractors. The following variable areas were examined in the consideration of this study: (1) Management Systems; (2) Quality variables in military procurements; (3) Procurement Protocol, and the Communication Processes in the Delivery of Procurement Quality; (4) Training issues in military procurements; (5) Integrated Logistics, Transportation Management and Cycle Time in military procurements. Methodology. In order to examine and analyze procurement effectiveness, the study focused on three propositions and was conducted as a multiple descriptive case study research using documents, survey data, and interview data. Five separate cases were used and two separate case study protocol tables were designed. Two separate instruments were utilized to collect the relevant data from the Turkish Navy and the vendors. The researcher decided to target "expert" opinion at the process, and strategy level of both the Turkish Navy, and the vendors in the United States. A total of thirty-two key people were the target recipients of all communication, and contact efforts. Findings and Conclusions. The Turkish Navy does not conduct the procurement protocol completely and the vendor organizations only partially meet certain important customer service elements. Findings reveal no evidence of proper academic training in logistics and procurement for the Turkish Navy or the vendors. Observed discrepancies from the "Quality Optimized Model For Multinational Procurements" suggest that the Turkish Navy, and the military contractors are partially successful in conducting the procurement process. Recommendations. An effective procurement process requires proper conduct at every stage of the procurement chain by the Turkish Navy and the vendors. To be effective in the procurement process, the Turkish Navy's procurement and logistics personnel have to execute every step of the procurement protocol. Both the Turkish Navy and the vendors' procurement and logistics personnel can benefit extensively from training. Vendor organizations should strive to be proactive to meet customer demands and expectations. Customer satisfaction in military procurements require the satisfactory delivery of products and services to the end user when they want it and how they want it.