Operational performance measurement: increasing total productivity
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Boca Raton u.a.
CRC Press
1999
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| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XV, 245 S. graph. Darst. |
| ISBN: | 1574440993 |
Staff View
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Record in the Search Index
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| adam_text | CONTENTS
Preface xi
The Author xv
1 Why Measure Performance? 1
Benefits For Managers 1
Improved Control 1
Clear Responsibilities and Objectives 2
Strategic Alignment of Objectives 2
Understanding Business Processes 3
Knowing What a Process Can Do — Its Capability 4
Improved Quality and Productivity 5
More Efficient Allocation of Resources 7
Better Planning and Forecasting 10
The Freedom to Delegate 10
CYA and Defending your Position 10
Changing a Company s Culture 11
Benefits For Employees 12
Clear Responsibilities and Objectives 12
Seeing Accomplishments and Receiving Recognition 13
Being Evaluated Objectively 13
More Empowerment 14
Summary 14
2 What Is Measurement? 15
Measurement Standards 16
Measurement Methods 16
Measurement Techniques 17
Measuring the Unmeasurable 19
Summary 20
3 Measuring Production Processes 23
The Building Block of Performance Measurement 23
Measuring Services Versus Manufacturing 31
Applying the Measurement Model — An Example 32
vi ¦ Operational Performance Measurement: Increasing Total Productivity
Logical Relationships Among Measures 35
The Department Perspective 35
The Customer Perspective 37
The Company Perspective 38
The Strategic Perspective 41
The Perspective From the Nth Dimension 43
Summary 44
4 Operational Requirements for Effective
Measurement Systems 45
Technical Requirements 45
Wholeness 45
Explain the Performance Gap 47
Sufficient Detail 47
Accuracy 51
Timeliness 52
Frequency 52
The Learning Cycle 53
Systematic Operation 55
Long Term Consistency 55
Financial Measures Versus Operational Requirements 56
Cultural Requirements 56
Absence of Fear 57
Accountability 57
Validity 60
Easily Understood and Relevant to the User 61
Easy to Use 61
Summary 62
5 Determining What to Measure 63
Determining What Customers Want 64
Key Performance Factors 69
Deploying Key Performance Factors 71
Determining Process and Sub Process Performance Measures 71
Deployment Flowcharts 72
Cause Effect Analysis 73
Strategic Deployment Analysis 74
Decision Analysis 74
Real Time Quality Survey 78
Interviews 80
Work Input and Product Output Analysis 82
Composite Measures 84
Measuring Productivity 85
Waste Analysis 86
Determining Relative Importance 87
Measuring Variables the Right Way 89
Contents ¦ vii
Measuring the Unmeasurable 91
Summary 92
6 Implementing Performance Measures 95
Laying the Foundation 97
Determining What to Measure 99
Designing the Data Collection System 100
Developing the Data Processing System 102
Developing the System 103
Validation 103
Refinement 105
System Design Considerations 105
Make it Easy to Report Data 105
Use a Rifle, Not a Shotgun to Hit the Target 106
Decentralize the Measurement System 107
Level of Detail 108
Focus on Non Conformance or Conformance 108
Combining Measures to Create a Single Composite Index 109
Security of Confidential Information 110
Summary 111
7 Analyzing and Interpreting Measures 113
Variation and Statistical Analysis 113
Identifying Relationships 115
Determining Process Capability 119
Determining Production Capacity 120
Making Comparisons 121
Departmental and Process Perspectives 124
Zooming In and Out 126
Looking for Opportunities as Well as Problems 127
Interpreting Performance Measures 128
Context 128
Quality and Productivity 129
Strategy, Operations, and Profits 129
The Importance of Market Share 132
Relating Operational and Financial Measures 133
Determining Priorities 135
Comparing Results Against a Forecast 136
Look at the Whole Picture 136
Team Consensus 137
Summary 138
8 Using Performance Measures Effectively 139
Verify Accountability is Defined For Each Performance Measure 139
Establish Performance Goals 140
Regular Review and Analysis 142
viii ¦ Operational Performance Measurement: Increasing Total Productivity
Use Performance Measures For More Than Just Keeping Score 143
Communicating Performance Information 144
Making Performance Visible 146
Establishing Priorities 147
Feedback, Feedback, Feedback 148
Reward and Recognition 149
How Not To Use Performance Measures 149
Performance Measures and Total Quality Management 150
Making Sure the Measures Result in Action 151
Summary 151
9 Insuring Your Measures are Showing
an Accurate Picture 153
What Do Performance Measures Represent? 153
Warning Signs 156
Abrupt Changes or Discontinuities in the Measures 156
A Mismatch Between Measures in a Production Process 156
Differences Between Financial and Operations Measures 157
An Increase in the Amount of the Unexplained Performance Gap 157
Reports and Charts Which are Not Being Used 157
Keeping Up With Changes To Processes 158
Improving the Measurement System 159
Summary 160
Appendix A: What Some Leading Companies
are Measuring 163
General Categories of Measurements 164
Business Development 164
Customer Satisfaction and Dissatisfaction 165
Customer Service 165
Employee Development 165
Employee Satisfaction 166
Engineering/Design 166
Environmental Impact 167
Flexibility 167
Innovation and Product Development 167
Inventory 167
Maintenance 168
Market Share 168
Organizational Development 168
Productivity 168
Purchasing 169
Quality, External 169
Quality, Internal 169
Quality Leadership 170
Contents ¦ ix
Sales Quality 170
Sales Productivity 170
Schedule Effectiveness 171
Vendor Performance 171
Appendix B: Implementing Manufacturing Performance
Measures — A Case Study 173
Abstract 173
The Production Process 173
The Organization 174
Determining What to Measure 176
Key Performance Factors 176
Diagnostic Measures 178
System Implementation and Development 179
Data Reporting 179
Distinguishing Rejects From Rework 183
Multiple Defects 183
Accountability 183
System Output 184
Impact On Performance 187
Benefits 187
Costs 189
Impact On the Organization 189
Fire Fighting Reduced 190
Increasing Manager s Willingness to Listen 190
Morale 190
Possible System Improvements 191
Conclusions 191
An Important Note 192
Appendix C: Implementing a Formal Selling Process
and Performance Measures in a Sales Organization 193
Joe Vavricka and Barry Trailer
Abstract 193
The Traditional Sales Management Approach 194
Role of the Sales Force 194
The Traditional Sales Approach 194
Operationally Passing the Buck to Salespeople 195
Traditional Sales Forecasting Inaccuracy 196
Hockey Stick Quarterly Revenue Performance 197
Turnover Multiplies Performance Problems and Cost of Sales 197
The Potential for Improving Profits by Increasing Sales Performance 197
The Company: The Situation and the New Sales Operating Vision 199
The Product 199
Issues in Selling the Product 199
x ¦ Operational Performance Measurement: Increasing Total Productivity
The Organization 200
Operating Issues 200
New Operating Vision 201
Implementation: The Selling Process and Performance Measures 204
The Selling Process Map 204
Sales Operating Performance Measures 205
Producing 100% or More of the Quarterly Revenue Targets 206
Developing a Continuous Adequate Pipeline Flow 208
Improving Quarterly Forecast Accuracy 209
Implementation: Consistent Daily Use and Feedback 209
Impact On Operating Performance 211
Impact On the Organization 214
Potential System Improvements 216
Conclusions 217
Appendix D: Global Warming? 219
Donald J. Wheeler
Statistical Analysis 219
Appendix E: Measuring an Inventory Transaction
Reporting Process 223
Abstract 223
The Situation 223
Determining What to Measure 224
Implementation 225
Using the Performance Measurement Information 226
Results 228
Conclusions 229
References and Suggested Reading 231
Endnotes 233
Index 235
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| spelling | Kaydos, Will Verfasser aut Operational performance measurement increasing total productivity by Will Kaydos Boca Raton u.a. CRC Press 1999 XV, 245 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Leistungsmessung (DE-588)4167290-2 gnd rswk-swf Produktivität (DE-588)4047364-8 gnd rswk-swf Produktivität (DE-588)4047364-8 s Leistungsmessung (DE-588)4167290-2 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=008849599&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
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| title | Operational performance measurement increasing total productivity |
| title_auth | Operational performance measurement increasing total productivity |
| title_exact_search | Operational performance measurement increasing total productivity |
| title_full | Operational performance measurement increasing total productivity by Will Kaydos |
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