Performance Measurement Explained,9780873895200

Performance Measurement Explained

by ;
ISBN13: 9780873895200
ISBN10: 0873895207
Format: Paperback
Pub. Date: 2001-10-01
Publisher(s): Asq Pr
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Table of Contents

Preface ix
A Brief History of Performance Measurement
1(6)
Development of the Productivity Concept
1(2)
From Productivity to Performance
3(4)
The Purpose, Psychology, and Perils of Performance Measurement
7(10)
Why Measure Performance?
7(5)
Psychological Effects of Performance Measurement
12(2)
Performance Measures Can Be Wrong
14(3)
The Performance Measurement System As Part of a Management System
17(18)
A Measurement-Based Management System
17(2)
Strategic Planning and Alignment
19(4)
Business Processes
23(2)
Benchmarking
25(1)
Day-to-day Business Management
26(2)
Self-assessment
28(1)
Improvement Toolbox
29(6)
Performance Measurement System Design
35(14)
Requirements for Modern Performance Measurement Systems
35(2)
Performance Measurement System Design Strategy
37(4)
The Performance Measurement System Design Process
41(7)
Performance Measurement System Design Case Study--People's Bank & Insurance, Internal IT Infrastructure Management (PBI, I3M)
48(1)
Step 1: Understanding and Mapping Business Structures and Processes
49(18)
Clarification of the Organization's Strategy
50(1)
Stakeholder Analysis
50(6)
Business Process Identification
56(2)
Business Process Mapping and Documentation
58(3)
Business Structure and Process Understanding and Mapping in PBI, I3M
61(6)
Step 2: Developing Business Performance Priorities
67(14)
Quantifying the Stakeholders' Performance Requirements
67(3)
Strategic Performance Requirements
70(2)
Integrating the Different Performance Requirements
72(4)
Developing Business Performance Priorities in PBI, I3M
76(5)
Step 3: Understanding the Current Performance Measurement System
81(6)
Obtain an Overview of the Current Performance Measurement System
81(2)
Analyze Whether Parts of the Existing System Infrastructure Can Be Reused
83(1)
Review the Existing Performance Indicators
84(1)
Understanding the Current Performance Measurement System at PBI, I3M
85(2)
Step 4: Developing Performance Indicators
87(24)
Steps for Developing Performance Indicators
87(1)
Control Limits and Target Values
88(1)
Different Dimensions of Performance
89(4)
``Hard'' versus ``Soft'' Measures
90(1)
Financial versus Nonfinancial Measures
90(2)
Result versus Process Measures
92(1)
Measures Defined According to Purpose
92(1)
Performance Indicators for Business Processes and the Supply Chain
93(2)
Primary Processes
95(1)
Secondary Processes
96(1)
Development Processes
97(1)
Organizationwide Characteristics
98(4)
External Environment
98(2)
Ethics
100(2)
Stakeholders
102(1)
The Supply Chain
103(1)
Related Concepts
104(4)
The Balanced Scorecard Approach
105(1)
Performance Indicators in the New Economy
106(2)
Developing Performance Indicators in PBI, I3M
108(3)
Step 5: Deciding How to Collect the Required Data
111(12)
Data Availability, Cost; and Accuracy
112(2)
Actual Data Collection
114(1)
Manual or Electronic Performance Measurement Systems
115(2)
Data Collection Frequency and Measurement Period
117(2)
Data Collection Responsibility, Data Storage, and Data Security
119(1)
Deciding on the Data Collection Approach in PBI, I3M
120(3)
Step 6: Designing Reporting and Performance Data Presentation Formats
123(12)
Paper or Screen
123(2)
Predefined or Customizable Reports
125(1)
User Access to and Openness of Performance Data
126(2)
Instrument Panel Design
128(3)
Developing the Performance Data Presentation Format in PBI, I3M
131(4)
Step 7: Testing and Adjusting the Performance Measurement System
135(10)
Issues for Testing
136(1)
Executing the Testing
137(3)
Implementing Changes Based on the Test Results
140(1)
Testing the Prototype Performance Measurement System in PBI, I3M
141(4)
Step 8: Implementing the Performance Measurement System
145(8)
Installing and Launching the Performance Measurement System
146(2)
Training in the Use of the System
148(1)
Post-Implementation Support
149(2)
Implementing the New State-of-the-Art Performance Measurement System in PBI, I3M
151(2)
Using the Performance Measurement System
153(22)
Performance Monitoring
154(3)
Decision Support in Daily Operations
157(1)
Conducting a Diagnostic Self-Assessment
158(3)
Using the Performance Measurement System for Benchmarking Purposes
161(2)
Business Process Improvement Supported by the Performance Measurement System
163(3)
Performance Data Analysis Tools
166(7)
Trend Analysis
167(1)
Spider Chart
168(1)
Performance Matrix
169(1)
Pareto Chart
170(2)
Scatter Chart
172(1)
The Best of Luck
173(2)
References and Recommended Literature 175(2)
Appendix Suggestions for Performance Indicators 177(8)
Procurement and Inbound Logistics
178(1)
Manufacturing/Service Provision
178(1)
Outbound Logistics/Installation
178(1)
After-Sales Service
178(1)
Sales
179(1)
Marketing
179(1)
Invoicing and Payment
179(1)
Financial Management
179(1)
Human Resource Management and Development
180(1)
Management of Safety, Health, and Environment
180(1)
Maintenance
180(1)
Resource Management
180(1)
Project Management
181(1)
Quality Management
181(1)
Continuous Improvement
181(1)
New Product/Service Development
181(1)
Supplier Base Development
181(1)
Production/Service Technology Development
182(1)
Strategic Planning
182(1)
External Environment
182(1)
Ethics
182(1)
Stakeholder Interfaces
183(1)
Supply Chain
183(2)
Index 185

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