Chapter 7 - 9 Measuring the Outcome of Training for...

Info iconThis preview shows pages 1–16. Sign up to view the full content.

View Full Document Right Arrow Icon
1 Measure Performance Chapter 7
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
2 Measure what? What are the processes these measure? Financial performance Sales volume Customer satisfaction Process measurements Efficiency Effectiveness (built to specs) Outcome (cust. sat.)
Background image of page 2
3
Background image of page 3

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
4 Example: Measuring the Outcome of Petroleum Refining
Background image of page 4
5 Petroleum customer concerns Petroleum vs. auto performance Price Point of purchase service attributes Location convenience Facility appearance Attendant behavior
Background image of page 5

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
6 TABLE 7.1 Measures for Engine Performance OUTCOME Customer survey regarding engine knock 57% Pleased 31% Satisfied 2% Dissatisfied OUTPUT Customer wants No knocking Process, delivers No knocking PROCESS Sample engines Load range Throttle positions Temperatures Octane = 89.3
Background image of page 6
7 Measures of Refinery Performance
Background image of page 7

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
8 Relationship of Product Measurements
Background image of page 8
Background image of page 9

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Background image of page 10
Background image of page 11

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Background image of page 12
Background image of page 13

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Background image of page 14
Background image of page 15

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Background image of page 16
This is the end of the preview. Sign up to access the rest of the document.

Unformatted text preview: 9 Measuring the Outcome of Training for Customer Service Representatives 10 Relationship of Training Measurements 11 Measuring the Outcome of R&D 12 Balanced Scorecard Measurement 1. Delivered output to the end customer 2. Financial return for shareholders 3. Jobs for employees 4. Social impact on the community 13 Example Measures 14 15 Scandinavian Airlines System Example Customer wanted next day delivery SAS delivered 4 days and did not know it (sample of 100 packages) New measurements developed by terminal Length of time to answer telephone Conformance to promised deadlines Cargo arrival with intended plane Length of time from landing to availability 16 Measurement Guidelines...
View Full Document

This note was uploaded on 10/31/2010 for the course BUSINESS S INFO taught by Professor Xx during the Spring '10 term at VCU.

Page1 / 16

Chapter 7 - 9 Measuring the Outcome of Training for...

This preview shows document pages 1 - 16. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online