A Methodology for Aligning Process Level and Organizational Level Performance Metrics

Article

Wise, Robert I.   (1999, ASQ)   SystemWise Consulting, Washington DC

Quality Management Conference, Charlotte, NC    Vol. 11    No. 0
QICID: 18923    January 1999    pp. 1-6
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Article Abstract

The measurement of organizational performance a critical management tool in achieving higher levels of quality, effectiveness and productivity in organizational performance. At the work process level, performance metrics is defined and used in the short run to monitor a process for conformance to performance requirements from customers and process owners. At the organizational level, performance metrics is used to determine whether longer-term strategic goals are being achieved. Discussion is focused on how performance metrics alignment is best achieved in an organization. Based on comparison with other methods, Kaplan and Norton's balanced scorecard approach has been found to be easy to implement and flexible in its capacity to adapt to operational difference at lower levels of the organization. The scorecard also resolves the traditional conflict between the strategic planning process and the budget allocation process.

Keywords

Goals,Measurement and control,Strategic planning,Scorecards,Metrics


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