Using Performance Parameters, Metrified Performance Objectives, and Quality Management Assessment to Improve the Effectiveness of Research Organizations

This paper begins by raising the issue of whether the theoretical model of customers-suppliers-products-services usefully describes the activities of laboratory life, using a case study from Fermilab. After describing scientific activities as work, not volunteerism, I present a model that has four performance parameters that can be used to evaluate DOE-funded research laboratories: 1) Do theyhave a well-defined management system? 2) Are they doing good science? 3) Are they managing their resources effectively? 4) Are they responsive to their customers? From these four parameters I describe how to metrify performance objectives, then use them to evaluate research organizations. I describe these performance objectives within the context of views I have published elsewhere, andaccording to Stephen R. Covey's metaphor of production/production capability (P/PC) balance in his book The 7 Habits of Highly Effective People.