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Author Topic:   Need Easy Performance Measures
Dennis Latimer
Lurker (<10 Posts)

Posts: 4
From:Fairfax, VA
Registered: May 99

posted 28 May 1999 02:06 PM     Click Here to See the Profile for Dennis Latimer   Click Here to Email Dennis Latimer     Edit/Delete Message   Reply w/Quote
We are in the process of preparing processes and performance measures for various groups within our corporation. Is there a short method that is not time consuming to use? Also, for a service industry, some of the standards appear confusing and ambigious. Is there an easy method to determine which of the 20 criteria is applicable to our organization?

Thanks,

Dennis

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Marc Smith
Cheech Wizard

Posts: 4119
From:West Chester, OH, USA
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posted 01 June 1999 08:43 PM     Click Here to See the Profile for Marc Smith   Click Here to Email Marc Smith     Edit/Delete Message   Reply w/Quote
As to the second question, design is not applicable for one. You look at each element and see where there's a fit. I haven't done a service industry so I'll wait and see if some others will opine first.

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Jada
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Posts: 26
From:Melbourne, Australia
Registered: Mar 99

posted 01 June 1999 10:17 PM     Click Here to See the Profile for Jada   Click Here to Email Jada     Edit/Delete Message   Reply w/Quote
In terms of process and performance measures here are few points that I hope will help;

1. All measures (process/perfromance or other) should be directed towards achieving specific corporate goals. Example: At a company that I am working with we have set our corporate objectives to double the business in three 3 years (50M to 100M) and to produce costdowns of 20% over 3 years.
2. In order to support these objectives we have identified Key Performance Indicators (KPI) that have been allocated on a functional (departmental & inter-department) and individual basis. Example: Vitality index to the Commercial group. This is measured by the amount of new business divided by existing business. Purchasing dept. are required to have all production suppliers on a Kan Ban system. The intent of all of the KPI's is to achieve the corporate goals.
3. For the service industry as with any other industry the "short method" would be to identify what your corporate goals are and from that to develop measures that can contribute to achieving these goals. Do not include measures if they are of no value.
4. From my experience, if you identify goals or KPI's that are not linked to the bigger picture, they become non value added and people lose interest very quickly.
5. A key ingredient in making this all work, is the review and corrective action process. The frequency is typically company dependant, but it is a very important component.

Anyway, just some thoughts, I hope they help

John Adamek

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barb butrym
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Posts: 637
From:South Central Massachusetts
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posted 02 June 1999 09:59 AM     Click Here to See the Profile for barb butrym   Click Here to Email barb butrym     Edit/Delete Message   Reply w/Quote
Services are a bit confusing at first glance...but in reality are not much different..you just have to be comfortable saying..nope,....it doesn't apply. When it doesn't. Some times it does. I have worked with some service companies, abeit small. What exactly are you looking for?

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barb butrym
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From:South Central Massachusetts
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posted 02 June 1999 10:01 AM     Click Here to See the Profile for barb butrym   Click Here to Email barb butrym     Edit/Delete Message   Reply w/Quote
Actually the question is...what is the industry......services are even more industry specific than manufacturing...and how large is the operation?

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