By Laura H. Baldwin
To aid the Air strength within the strategy of altering how it purchases providers, this record experiences comparable advertisement zone practices and indicates metrics to trace growth and refine providers procurement efforts over the years.
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Extra resources for Air Force Service Procurement: Approaches for Measurement and Management
3). , responsiveness). For ongoing or continuous services such as telecommunications or network access, service reliability may be tracked through the number of service interruptions. 3 Quality Metrics Quality Metrics Description Customer satisfaction ratings Responses from customer satisfaction survey regarding • overall satisfaction • satisfaction with specific dimensions of performance Service reliability Frequency of service interruptions Continuity of service ____________ 6 Krowinski and Steiber (1996) quote management expert Peter F.
This rotation allows them to collect an annual measure of supplier satisfaction while burdening individual suppliers only biennially. Commercial Firms’ Use of Metrics to Manage Service Procurements 29 New Initiatives A fourth category of metrics focuses on tracking and supporting implementation of specific initiatives to improve outcomes of purchased services. , creating a supply base that is the right size and composition), supplier development, and the development of personnel with more sophisticated purchasing and supply management skills (discussed below).
These data may not be as detailed and accurate as desired, but they are readily available. However, the Air Force has not been tracking the actual post-study costs of winning MEOs in the same way. The new A-76 study guidelines require federal agencies to more carefully track the performance of winning MEOs. It is hoped that these post-study cost data will be collected systematically as part of this process. Quality Because of its link to Air Force mission, the quality of purchased services may be the most important category of metrics for the AFPEO/CM.