Ebook: Measuring Performance for Business Results
- Tags: Production/Logistics/Supply Chain Management, Mechanical Engineering
- Year: 1994
- Publisher: Springer Netherlands
- Edition: 1
- Language: English
- pdf
Financial measures have traditionally been the cornerstone of the perform ance measurement system. In recent years, there has been a shift from treating financial figures as the foundation for performance measurement to treating them as one among a broader set of potential financial measures. Changes in cost structures and the manufacturing and competi tive environment have been responsible for the change of emphasis. In today's worldwide competitive environment companies are compet ing in terms of product quality, delivery, reliability, after-sales service and customer satisfaction. None of these variables are measured by traditional financial measures, despite the fact that they represent the major goals of world-class manufacturing companies. By focusing mainly on financial variables there is a danger that the performance reporting system will motivate managers to focus exclusively on cost reduction and short-term profitability and ignore many of the critical factors that determine long-term business success. The key to success, in today's global economy, is total customer satisfaction. To achieve this, companies must develop performance measures that drive employees to control processes that satisfy customer expectations. In particular, performance measures should provide process-level information that motivates employees to achieve the responsiveness and flexibility that companies require to compete on a global basis. Responsiveness is achieved by building relationships that lead to satisfied customers, suppliers and employees. Flexibility is achieved by reducing output variation in proceSfes; for example, the reduction of lead times and delays are both necessary for sustained competitive excellence and long-term profitability.
This book shows, through the use of case studies, how measuring company performance can improve bottom line results. Performance measurement plays a crucial role in Total Quality Management. Within the overall context of TQM, the book provides a framework for undertaking and measuring performance measurement and its impact on financial results. A variety of performance measures are covered, including benchmarking, a key measure of competitiveness.
This book shows, through the use of case studies, how measuring company performance can improve bottom line results. Performance measurement plays a crucial role in Total Quality Management. Within the overall context of TQM, the book provides a framework for undertaking and measuring performance measurement and its impact on financial results. A variety of performance measures are covered, including benchmarking, a key measure of competitiveness.
Content:
Front Matter....Pages i-xix
Front Matter....Pages 1-1
Introduction....Pages 3-5
The meaning of performance measurement systems in a quality context....Pages 6-16
Measuring TQ performance in all functions....Pages 17-30
The strategic management of quality: negative vs. positive quality....Pages 31-42
Measuring for total customer satisfaction: the role of QFD....Pages 43-59
Measuring for competitiveness: the role of benchmarking....Pages 60-72
Measuring for quality culture: the role of self-assessment tools....Pages 73-92
Performance improvement through performance appraisal....Pages 93-107
Quality policy deployment: the key driver for performance measurement....Pages 108-125
Implementing effective performance measurement systems....Pages 126-143
Linking performance measurement to bottom line results: where is the evidence?....Pages 144-163
Front Matter....Pages 165-165
Florida Power and Light....Pages 167-181
Philips Taiwan....Pages 182-194
Motorola....Pages 195-203
IBM Rochester....Pages 204-208
Rank Xerox Corporation....Pages 209-217
Federal Express Corporation....Pages 218-222
Cadillac Motor Company....Pages 223-228
Milliken & Co.....Pages 229-232
Wallace Co.....Pages 233-237
Front Matter....Pages 165-165
Globe Metallurgical Inc.....Pages 238-241
Marlow Industries Inc.....Pages 242-246
Solectron....Pages 247-250
Zytec Corp....Pages 251-257
Granite Rock Co.....Pages 258-260
Ritz—Carlton Hotel Co.....Pages 261-266
Texas Instruments: Defense Systems and Electronics Group....Pages 267-275
Rank Xerox Ltd....Pages 276-283
Back Matter....Pages 285-310
This book shows, through the use of case studies, how measuring company performance can improve bottom line results. Performance measurement plays a crucial role in Total Quality Management. Within the overall context of TQM, the book provides a framework for undertaking and measuring performance measurement and its impact on financial results. A variety of performance measures are covered, including benchmarking, a key measure of competitiveness.
Content:
Front Matter....Pages i-xix
Front Matter....Pages 1-1
Introduction....Pages 3-5
The meaning of performance measurement systems in a quality context....Pages 6-16
Measuring TQ performance in all functions....Pages 17-30
The strategic management of quality: negative vs. positive quality....Pages 31-42
Measuring for total customer satisfaction: the role of QFD....Pages 43-59
Measuring for competitiveness: the role of benchmarking....Pages 60-72
Measuring for quality culture: the role of self-assessment tools....Pages 73-92
Performance improvement through performance appraisal....Pages 93-107
Quality policy deployment: the key driver for performance measurement....Pages 108-125
Implementing effective performance measurement systems....Pages 126-143
Linking performance measurement to bottom line results: where is the evidence?....Pages 144-163
Front Matter....Pages 165-165
Florida Power and Light....Pages 167-181
Philips Taiwan....Pages 182-194
Motorola....Pages 195-203
IBM Rochester....Pages 204-208
Rank Xerox Corporation....Pages 209-217
Federal Express Corporation....Pages 218-222
Cadillac Motor Company....Pages 223-228
Milliken & Co.....Pages 229-232
Wallace Co.....Pages 233-237
Front Matter....Pages 165-165
Globe Metallurgical Inc.....Pages 238-241
Marlow Industries Inc.....Pages 242-246
Solectron....Pages 247-250
Zytec Corp....Pages 251-257
Granite Rock Co.....Pages 258-260
Ritz—Carlton Hotel Co.....Pages 261-266
Texas Instruments: Defense Systems and Electronics Group....Pages 267-275
Rank Xerox Ltd....Pages 276-283
Back Matter....Pages 285-310
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