Product/Service Excellence & Innovation

1. CUSTOMER/STAKEHOLDER Customer Satisfaction Level Percent Improvement in Customer Value Percent Increase in Stakeholder Funding Percent of Projects Receiving External Recognition Earned Value of Act Projects Customer Satisfaction with Ease of Access BUDGETARY/FINANCIAL INTERNAL PROCESSES Customer Satisfaction with Quality of Product/Service Percent of Projects Completed as Scheduled Baseline Costs of Doing Business (Unit Costs, Direct vs. Indirect, Laboratory Use etc.) ACT Contribution to Requirements Development Employee/Customer Satisfaction with Communications PEOPLE FAA William J. Hughes Technical Center Performance Measures Product/Service Excellence & Innovation Customer Relationship Management Operational Efficiency Customer Satisfaction That Total Solution Delivered Percent of Additional or Follow-on Work from Customers Percent Change in Current Customer Funding vs. Previous Year Cost Recovery Dollars Received Operating Costs as a Percent of Total Cost Number of Strategic Partnerships Employer of Choice Employee Satisfaction Level Percent of New Hires at Entry Level Percent of Training Plan Implemented Employee Rating on High Performance Culture Percent Increase in Underrepresented Categories Percent of Employees Trained in Targeted Occupations