By Laura H. Baldwin
To help the Air strength within the strategy of altering how it purchases companies, this file studies similar advertisement area practices and indicates metrics to trace development and refine prone procurement efforts over the years.
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Extra resources for Air Force Service Procurement: Approaches for Measurement and Management
The optimal choice of these strategies is influenced by a variety of factors, including characteristics of the purchased service (as well as market conditions) and the firm’s objectives. For example, the degree of standardization of the purchased service is affected by the diversity of demands for the service across the organization. Firms seek to balance the benefits of standardization across users—greater consistency in services and improved cost control (Avery, 1999)—with the benefits to users of tailoring services to their specific needs.
6 Quality is a difficult concept to measure for services. 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.
The frequency of reports to corporate management depends on the type of metric. For metrics such as costs, corporate management of firms in our study reviews metrics on a quarterly basis. , semiannually). Supplier satisfaction metrics are reported based on the frequency of the survey (and thus may be reported as infrequently as every two years). Particular problem areas (or successes) and special initiative metrics are reported as necessary. CHAPTER FOUR Recommendations for the Air Force The previous two chapters described well-respected commercial practitioners’ approaches to measuring and managing the outcomes of purchased services.