Larry Phillips, far right, from the Logistics and Business Development Office escorts a tour regarding foreign military sales for the government of Australia. Building and maintaining relationships with customers is an important role for the LBDO at ...

ANNISTON ARMY DEPOT, Ala. -- On-site liaisons play an important role in long distance customer service and the relationship between TACOM Life Cycle Management Command and Anniston Army Depot is a good example.

The Logistics and Business Development Office at ANAD is responsible for maintaining a part time liaison at the Detroit Arsenal.

Logistics Management Specialists in the LBDO rotate travel to TACOM LCMC every five-day work week.

While each LMS has primary responsibility for specific weapon systems, they cover any system requiring attention while on the installation at TACOM.

A typical liaison week includes making rounds to see customers, attending teleconferences between ANAD and TACOM, attending program reviews and other meetings pertaining to the depot.

The liaisons have two specific objectives: identifying potential workload and communicating priorities and issues with current programs back to the depot.

Each LMS works closely with the Directorate of Production Management's material management specialists at ANAD to understand available capacities and areas of current production management which need attention. They coordinate with TACOM item managers to highlight problems with parts shortages.

Technologies, including telephone and video conferencing are good, but they are no substitute for sitting across the desk from a customer and learning expectations and concerns.

Liaisons learn to read non-verbal communication. Understanding the people you work with fosters better communications, which leads to more successful programs.

According to Donald Cline, the ANAD Liaison to TACOM, work has been directed to ANAD based on these personal relationships developed.

ANAD customers like having a person at the arsenal as a focal point for issues and concerns.

Keeping Anniston on the minds of managers at TACOM by dropping in to see them or running into them in the halls leads to workload that may otherwise be placed on contract with the private sector.

While difficult to measure, the return on investment and interaction with customers continues to provide opportunities to make the ANAD support to TACOM more effective.

Other depots, including Tobyhanna and Letterkenny, have permanent liaisons at their Life Cycle Management Commands.