The contract services department of a U.S. Department of Energy research laboratory is radically revising how it serves its primary customers--the laboratory research and development staff. The department provides services that include contract research initiation (proposal preparation and...

The Radiological Standards and Calibrations Laboratory, a part of Pacific Northwest Laboratory (PNL), performs calibrations and upholds reference standards necessary to maintain traceability to national radiological standards. The facility supports U.S. Department of Energy (DOE) programs at the...

The Pacific Northwest National Laboratory (PNNL) is developing and implementing a customer satisfaction assessment program (CSAP) to assess the quality of research and development provided by the laboratory. We present the customer survey component of the PNNL CSAP. The customer survey...

Fiscal Year 1998 represents the second full year utilizing a results-oriented, performance-based contract. This document describes the critical outcomes, objectives, performance indicators, expected levels of performance, and the basis for the evaluation of the Contractors performance for the...