Table of contents for Air Force service procurement : approaches for measurement and management / Laura H. Baldwin, John A. Ausink, Nancy Nicosia.

Bibliographic record and links to related information available from the Library of Congress catalog.

Note: Contents data are machine generated based on pre-publication provided by the publisher. Contents may have variations from the printed book or be incomplete or contain other coding.


Counter
Contents
Preface	iii
Figure and Tables	ix
Summary	xi
Acknowledgments	xv
Abbreviations and Acronyms	xvii
CHAPTER ONE
Introduction	1
AFPEO/CM Office and Responsibilities	4
AFPEO/CM Metrics	5
Research Approach	6
Preview of Findings	8
Organization of the Report	9
CHAPTER TWO
Commercial Strategies for Service Procurement	11
Developing Purchasing Strategies	13
Strategies and Commodity Councils	15
CHAPTER THREE
Commercial Firms' Use of Metrics to Manage Service Procurements	19
Results-Oriented Metrics	20
Cost	20
Quality	25
Supplier Satisfaction	27
New Initiatives	29
Special Interest	30
Internal Management Metrics	30
Internal Customer Satisfaction	31
Personnel Training and Retention	33
Ethics Violations	34
Metrics Baseline Data	34
Reporting Metrics to High-Level Corporate Management	35
CHAPTER FOUR
Recommendations for the Air Force	37
Metrics	38
Cost	38
Quality	42
Supplier Satisfaction	44
Initiatives and New Policies	45
Special Interest	47
Internal Management	49
Overarching Data Issue	49
Management Approach	50
Commodity Councils	50
Leadership and Incentives	53
Link to Metrics Portfolio	54
Summary	54
APPENDIX
Interview Questions	55
References	65
Figure and Tables
Figure
	2.1.	Linkage Between Corporate Objectives and 
Purchasing Strategies	14
Tables
	S.1.	Proposed Portfolio of Metrics for the AFPEO/CM	xiv
	3.1.	Cost Metrics	21
	3.2.	Illustrative Example of Calculating Cost Changes Relative to 
Indices	22
	3.3.	Quality Metrics	25
	3.4.	Supplier Satisfaction Metrics	27
	3.5.	Illustrative Initiative Metrics	29
	3.6.	Special Interest Metrics	30
	3.7.	Internal Management Metrics	31
	4.1.	Proposed Portfolio of Metrics for the AFPEO/CM	39

Library of Congress Subject Headings for this publication: