文档介绍：Performance Measurement
Introduction
Performance measurement is a fundamental building block of TQM and a total anisation.
Historically, organisations have always measured performance in some way through the financial
performance, be this ess by profit or failure through liquidation.
However, traditional performance measures, based on cost accounting information, provide little to support
organisations on their quality journey, because they do not map process performance and improvements seen
by the customer. In a essful total anisation, performance will be measured by the improvements
seen by the customer as well as by the results delivered to other stakeholders, such as the shareholders.
This section covers why measuring performance is important. This is followed by a description of cost of
quality measurement, which has been used for many years to drive improvement activities and raise
awareness of the effect of quality problems in anisation.
A simple performance measurement framework is outlined, which includes more than just measuring, but
also defining and understanding metrics, collecting and analysing data, then prioritising and taking
improvement actions. A description of the balanced scorecard approach is also covered.
Why measure performance?
‘When you can measure what you are speaking about and express it in
numbers, you know somethin