Designing Performance Measures For Productivity And Customer Satisfaction


Burbank, J. Ronald   (1992, ASQC)   Management Analysis Company

Annual Quality Congress, Nashville TN    Vol. 46    No. 0
QICID: 9814    May 1992    pp. 57-63
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Article Abstract

In a customer-driven quality organization which is responsive to customers' changing requirements, it is imperative to employ valid continuous improvement measures to identify authentic opportunities for improvement. The primary goal of process measurements is to determine the needs of both internal and external customers. These needs change; accordingly, measurements must include quantifiable customer feedback. Measurement for Control, Show-and-Tell measurements, and measurement for objectivity are all defined. The best continuous improvement measures, however, are those which are designed and implemented by teams of employees directly concerned with the process to be improved. A Planning and Measurement techniques, or Measurement Matrix, is described which was created to assist organizations to plan for quality improvement and to design for continuous improvement. The technique is based on the following basic steps: the establishment of mission or value-added statements; the identification of internal and external customers and their changing needs; the definition of responsibilities and supplier relationships; and the determination of hard measurement subjects. Measurements should focus on results, not activities. Customer perception of quality and effectiveness should be measured. Customer surveys should be simple and continuously administered. Measurement results need to be publicized throughout the organization.


Continuous improvement (CI),Customer satisfaction (CS),Design,Process improvement

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