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<p>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 propose a process for their development. Interviews with NAVOCEANO and COMNAVMETOCCOM personnel determined customer needs and their expectations concerning service quality. Using this input, a list of performance measures was synthesized. Interviews of MSCLANT and MSCPAC personnel determined the measures currently tracked. The developed measures were compared to the measures currently tracked to reveal holes or overlap. Finally, specific customer issues with service were addressed. Research found that MSC does not currently measure performance in these areas. Proposed measures were highlighted that would track performance improvement in these areas. This thesis research found that there are some elements of performance important to the customer which are not being tracked by MSC. Secondly, it is important to involve MSC personnel, their customers and suppliers, etc. in identifying and developing measures for improvement monitoring. Finally, measures identify problems and quantify the improvement made in performance. A measurement system alone won't correct problems.
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Jung, John D.</div>
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