Date of Award

9-1-1993

Document Type

Thesis

Degree Name

Master of Science

Abstract

Nonmanufacturing organizations are being challenged to provide high- quality products and services to their customers, with an emphasis on continuous process improvement. Measures of performance, referred to as metrics, can be used to foster process improvement. The application of performance measurement to nonmanufacturing processes can be very difficult. This research explored methods used to develop metrics in nonmanufacturing Organizations. Several methods were formally defined in the literature, and the researchers used a two- step screening process to determine the OMB Generic Method was most likely to produce high-quality metrics. The OMB Generic Method was then used to develop metrics. A few other metric development methods were found in use at nonmanufacturing organizations. The researchers interviewed participants in metric development efforts to determine their satisfaction and to have them identify the strengths and weaknesses of, and recommended improvements to, the metric development methods used. Analysis of participants' responses allowed the researchers to identify the key components of a sound metrics development method. Those components were incorporated into a proposed metric development method that was based on the OMB Generic Method, and should be more likely to produce high-quality metrics that will result in continuous process improvement.

AFIT Designator

AFIT-GSM-LAS-93S-6

DTIC Accession Number

ADA273945

Comments

Presented to the Faculty of the School of Logistics and Acquisitions Management of the Air Force Institute of Technology

The authors' Vita pages are omitted.

Download

Share

COinS