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is extensible, universally open to continual development and refinement of processes
within specific offices.
This framework provides a simple and direct method for resolving customer complaints
and fixing problems before they contribute to an intelligence failure. An example
of the manner in which an intelligence provider may use the framework for resolving customer
complaints may be illustrated by a simple scenario: suppose several customers
complain that their intelligence products were not relevant. The first step for the intelligence
manager is to ask why the intelligence products were not relevant. In this case, the
customers, who happen to be pilots, may declare that the scale of the imagery was too
large for use in studying their ingress and egress routes to their assigned targets. 106 At this
point, the intelligence provider would refer to the Usability list for actions that could have
prevented this problem. In this case, the intelligence manager should recognize that several
processes need attention not only to correct the pilot’s complaint, but also to ensure
that customers with similar format requirements are properly supported. For example,
additional emphasis must be placed on asking the customer for specific product form
requirements, communicating the customers’ product form requirements to all supporting
production elements, and reviewing the products before dissemination to ensure they
meet the customers’ stated requirements.
106 This incident occurred, in the author’s experience, during Operation PROVIDE COMFORT and demonstrated
the value of deploying a liaison officer from the production facility to work directly with the consumers.
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