Measuring satisfaction in the Program Manager - Procuring Contracting Officer relationship

Abstract

When Executive Order 12862 was signed on September 11, 1993, Federal agencies were directed to analyze the extent to which their customers were satisfied with the agency's products/services. To comply with this Executive Order, Navy contracting offices require an effective methodology for developing an instrument to measure the satisfaction of their customers, Navy Program Managers. The purpose of this thesis was to develop and provide a methodology to Procuring Contracting Officers for measuring an individual Program Manager's level of satisfaction with the contracting services provided hint. The approach utilized in this methodology has two components: to identity the dimensions and attributes which influence an individual Program Manager's satisfaction formation construct; and to translate these dimensions and attributes into measurable behaviors or activities. The measurement instrument developed through this research furnishes a Navy contracting office with useful information concerning their customers' needs and perceptions, and provides a means of evaluating the effectiveness of the Procuring Contracting Officer as measured by the satisfaction of the Program Manager. This thesis provides detailed instructions for implementing this methodology, instructions for performing the data collection process, and two illustrative customer satisfaction measurement instruments