Measuring performance with customer-defined metrics

Article Abstract:

The Information Systems Contract (ISC), Johnson Space Centre has adopted the Metrics Evaluation Plan based on 187 customer-defined metrics of NASA to measure its performance in Jan. 1993. Customer-defined metrics provide better understanding of the expectations of customers to ISC, and are objective indicators of the performance of the ISC to NASA. The ISC succeeded in maintaining a quality performance score of above 96 for more than 18 mo. Some of the basic requirements for the success of such a program are described.

Measurement, Quality management, Customer satisfaction, United States. National Aeronautics and Space Administration, United States. Johnson Space Center

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Customer and Market Focus (Category 3)

Article Abstract:

Category 3, Customer and Market Focus, is one of the Malcolm Baldrige National Quality Award criteria's seven examination categories. The category analyzes how a company attempts to comprehend the voices of customers and the marketplace even as it emphasizes the need for relationship enhancement. The category also focuses on how effective a company is in managing its responses and follow-up activities involving the customer.

Customer relations, Malcolm Baldrige National Quality Award, 1997 AD

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