Using Performance Measures and Indicators to Assess the Quality of CustomerService Provided to the Marine Corps by the Defense Finance and Accounting Service

摘要

This thesis identifies the potential for using performance measures andindicators 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.