Assessing the program health and customer satisfaction of a project management office: an automated solution

Abstract

Efficiency in the acquisition of major defense systems is of paramount importance, given today's environment of declining resources. To achieve this efficiency, the project office, as the responsible agency for such acquisitions, must perform its designated functions both efficiently and effectively. The two most important indicators reflecting the efficiency and effectiveness of the project office are program health and customer satisfaction. The objective of this research was to develop an automated self- assessment instrument for use by the military project manager to measure the program health and customer satisfaction of his/her organization. This thesis provides the project manager with a viable model depicting the critical organizational design factors impacting the program health and internal customer satisfaction of the military project office. This study also provides the project manager a pilot implementing instrument with which to assess the program health and internal customer satisfaction of his/her organization. Finally, this research effort has produced an independent software application, specifically designed to automate the self-assessment process within a military project management office. (MM)