Non-monetary performance metrics for use in a technology exchange organization

Abstract

The Joint Technology Exchange Group (JTEG), a part of the Joint Depot Maintenance Activity Group (JDMAG), exists to disseminate information on new technologies throughout the DoD depot cornmunity. Its objectives are to reduce redundancy and enhance the capabilities of depots, potentially lowering sustainment costs for the equipment they work on. However, because JTEG operates in a technology environment where financial benefits are vague and uncertain, JDMA() has identified a need to assess the effectiveness of the JTEG. To judge which attributes are most beneficial, this thesis performed a review of technology transfer, value of information, cornmunication, and current performance measurements in organizations. Four depots were visited to understand their use of new technology. An analysis of the roles and abilities of JTEG and needs of the depots is done, and metrics are developed to properly capture the effectiveness of JTEG. Performance metrics are based on balanced scorecard methodologies to emphasize effort that is linked to goals. The study finds the service JTEG supplies is not in line with what depots demand. The performance metrics highlight two major areas of activity for JTEO, processes and projects. Metrics generative are primarily non-monetary in nature, and bring visibility to how effort is linked to organizational goals. This study has applicability to other service-oriented, public organizations.