USING KEY PROCESS INDICATORS TO DRIVE CONTRACTOR BEHAVIOR: AN EVALUATIVE STUDY

摘要

Key Process Indicators (KPIs) are used to measure and evaluate performance, thus driving behavior. The challenge is ensuring the KPIs drive desired behaviors and not undesirable behaviors. This ongoing study evaluates the use of KPIs at Arnold Engineering Development Center (AEDC) to elicit contractor behavior supporting the AEDC mission. The study concentrates on KPIs at the unit level, specifically the Communications and Computer Support (CCS) organization. Interviews with key Air Force and contractor personnel were used to identify the intended and actual impact of the current KPIs. Results from the initial evaluation and recommendations for improving CCS KPIs are presented.