The Impact of Quality Management Systems on Contractor Performance Assessment Reporting System Scores

The Impact of Quality Management Systems on Contractor Performance Assessment Reporting System Scores

Author: 
John G. Gray
Program of study: 
D.M.
Abstract: 
This study had three objectives. The first was to determine the correlation between the presence of a formal Quality Management System (QMS) and customer satisfaction in the defense industry as measured by Contractor Performance Assessment Reports System (CPARS) scores. The second was to understand if a contract without a formal QMS benefits, in terms of CPARS scores, from a sister contract that does possess a formal QMS. The third was to determine if the correlation between the presence of a formal QMS and CPARS scores prior to Fiscal Year (FY) 15 differed from the same correlation after FY15, when the United States Navy altered its acquisition strategy. The study revealed the presence of a QMS does make a difference in CPARS scores, that in some cases contracts that do not have a QMS do benefit from a sister contract that possess a formal QMS, and that the Navy’s altered acquisition strategy did not make a difference in CPARS scores. The descriptive data by year discovered a general lowering of CPARS scores over time. This was true of the entire population and the subset of CPARS scores for Navy contracts. At least one customer, the GSA, tended to give lower CPARS scores. Contracts of $10M or more tended to have higher CPARS scores. Many potential mediating variables and factors that may influence the CPARS scores were identified.
Dedication: 
To my fairy tale family.
Acknowledgements: 
To my high school sweetheart and wife, Michelle, no matter how hard I search, I will never be able to find what I did, or ever will do, to deserve you. You have always been my best friend. Marathons up 14,000-foot mountains, camping alongside radioactive springs, swimming in Iceland, in February! the coldest winter in Newport ever, so long as it was with me, you were excited about it and trusted me. “We still do” and I cherish that gift. To my children John and Jenni who are better than me in every way that matters. The planet is better because of you. Seeing your children surpass you is a great joy. It’s an extraordinary gift. To my parents, who came from humble beginnings yet somehow saw both their sons through 16 years of private education, came to every little league game, and taught me what family meant. I could not have had better role models. It was impossible to lose; you dealt me nothing but aces. To this day, I still have never heard you complain about anything. You gave me my super power: Gratitude and that is a great gift. To my brother who has quietly taught me so many lessons. I only seem to call when I need you. Yet you always show up. It is an undeserved gift. I am grateful to my work family. Especially my friend and colleague Kimberly whose boundless and continuous support of me in many ways makes me better. It’s an exceptional gift. Likewise, my boss Admiral Hugel, I have had the honor of leading people since grammar school. Yet, I still learn something about leadership from you every day. It’s a very valuable gift. I am grateful for my committee Drs.Verma, Johnson, and Li. Dr. Verma was always able to provide constructive criticism and responded to my drafts at light speed. Dr. Johnson who gave me great advice. “When working on your dissertation corrections always ask yourself is this the hill I want to die on?” Dr. Li, I was hoping for a statistician to review my work, and I got it with you. Thank you all for your time. You didn’t have to help me, but you did. It’s a gift. To my dog, who is the only one in my life that I can say with certainty that I am smarter than. Although she has the wisdom to take time to rest in the sun light and enjoy life’s small pleasures. Finally, and most importantly, I am grateful to God. There is nothing I have ever done, nor anything I will ever do, that will make me worthy of the gifts I have already received. I have had the blessings of ten men.