FAA William J. Hughes Technical Center – Internationally recognized as a leader in shaping the future of aviation.FAA William J. Hughes Technical Center – Internationally recognized as a leader in shaping the future of aviation.

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Product/Service Excellence & Innovation

Customer Relationship Management

Operational Efficiency

FAA William J. Hughes Technical CenterPerformance Measures

PEOPLE

INTERNAL PROCESSES

BUDGETARY/FINANCIAL

CUSTOMER/STAKEHOLDER

Employer of Choice

Employee Satisfaction LevelPercent of New Hires at Entry Level

Percent of Training Plan ImplementedEmployee Rating on High Performance Culture

Percent Increase in Underrepresented CategoriesPercent of Employees Trained in Targeted Occupations

Percent of Projects Completed as Scheduled

Number of Strategic Partnerships ACT Contribution to Requirements DevelopmentEmployee/Customer Satisfaction with Communications

Baseline Costs of Doing Business(Unit Costs, Direct vs. Indirect, Laboratory Use etc.)

Percent Change in Current Customer Funding vs. Previous Year Cost Recovery Dollars Received

Operating Costs as a Percent of Total Cost

Earned Value of Act ProjectsCustomer Satisfaction with Ease of Access

Customer Satisfaction LevelPercent Improvement in Customer ValuePercent Increase in Stakeholder Funding

Percent of Projects Receiving External Recognition

Percent of Additional or Follow-on Work from Customers

Customer Satisfaction with Quality of Product/Service

Customer Satisfaction That Total Solution Delivered