Using performance measures and indicators to assess the quality of customer service provided to the Marine Corps by the Defense Finance and Accounting Service
Bass, Keith Wayne
Jones, Larry R.
McCaffery, Jerry L.
MetadataShow full item record
This thesis identifies the potential for using performance measures and indicators to assess the quality of customer service provided to the Marine Corps by the Defense Finance and Accounting Service (DFAS) in the functional areas of finance and accounting. Five functional areas were analyzed in the study; Military Pay, Civilian Pay, Travel Payments, Contractor and Vendor Pay, and General Accounting. Key personnel from Headquarters Marine Corps and various comptrollers throughout the Marine Corps were surveyed to determine what performance criteria Marine Corps commanders and financial managers define as the critical components of customer service in the functional areas of finance and accounting. This information, coupled with the concept and principles of performance measurement, led to the development of a list of performance measures and indicators that the Marine Corps could use to effectively and efficiently assess the quality of customer service that DFAS provides to the Marine Corps in the functional areas of finance and accounting. Recommendations for the implementation of a performance measurement program are included
Showing items related by title, author, creator and subject.
Jung, John D. (Monterey, California. Naval Postgraduate School, 1996-06);This thesis suggests measures of performance MSC could use to monitor ongoing improvements in the Special Mission Oceanographic Ship program. A literature review was conducted to establish the importance of measures and ...
Fleumer, Albert M.; Urrutia, Michael B. (Monterey, California. Naval Postgraduate School, 1981-12);This thesis describes the Department of the Army (DA) Financial Management Quality Assurance Program, the Finance Information Network Evaluation System and the Finance and Accounting Monthly Operations Report System. ...
Boisvert, Raymond J.; Sumner, John C. (Monterey, California: Naval Postgraduate School, 1990-12);This study examines the quality of enlisted marines at their first term reenlistment point. Of particular interest is to identify if a significant difference exists between the quality of the marines that are retained and ...