Abstract
:This article presents a process, demonstrated in a case study, to evaluate an organization's performance measurement system. The process consists of three steps, roughly following the plan-do-study-act cycle. An ideal model of a measurement system was developed based on integration of concepts from the literature. The model was used as a basis of comparison to evaluate the measurement system used by the Support Directorate for Communications and Computer Support (SDC) at Arnold Engineering Development Center. The SDC Key Performance Indicators (KPIs) measurement system is used to drive behavior and evaluate contractor performance. Results from the initial evaluation and recommendations for improving SDC KPIs are presented.
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