2001 JWOD Outstanding Contributions Award Winner —
Norm LeBreton

On May 31, 2001, Mr. Norm LeBreton, Chief of the Customer Products Division at the Defense Logistics Information Service, received the JWOD Outstanding Contributions Award during a presentation ceremony at the Battle Creek Federal Building in Battle Creek, MI. Mr. LeBreton, who was unable to attend the NISH Annual Training Conference in April, received the award from General Henry T. Glisson, Director, Defense Logistics Agency.

Mr. LeBreton's leadership was critical to the addition of the Battle Creek Customer Support Center (BCCSC)--a significant call center operation--to the Procurement List. This operation provides jobs to 20 people with severe disabilities from Peckham Vocational Industries.

Call center work is a growth area for the JWOD Program and the BCCSC, a 2000 receipient of the Hammer Award, is an outstanding example of JWOD capabilities at work. Since turning the contract over to the JWOD Program, the abandoned call rate fell from over 50 percent to less than 1 percent and the time a customer had to wait to talk to a call center representative fell from over 2 minutes to just 6 seconds.