Overview
and survey three levels of performance measurement
in leading service firms: Mission-level
strategic measures, Result or End-of-Process
measures, and In-Process or Work Unit Measures.
Main
Measurement and Analysis approaches in use
by high performance organizations: Six Sigma,
DPMO, Balanced Score Card, Goal Deployment,
QQTSV - the five-way family of measures.
The
importance of Leading Indicators for performance
improvement and high performance management.
The role of leading and lagging indicators
and maintaining the balance between leading
and lagging metrics.
Values-driven
versus Mission-driven approaches to defining
the performance management system.
Benchmarking
- finding out how well your performance measures
up and what to do about it.
Martin Stankard
Productivity Development Group, Inc.
POB 488
Westford, MA 01886 info@martinstankard.com
978-692-1818 (TEL)
978-692-5080 (FAX)
