Managing for Quality and Performance Excellence 10th Edition by James Evans ,William Lindsay

تمرين 10

What information would you need to fully answer the questions that IBM Rochester uses for selecting measures and indicators:
• Does the measurement support our mission?
• Will the measurement be used to manage change?
• Is it important to our customers?
• Is it effective in measuring performance?
• Is it effective in forecasting results?
• Is it easy to understand/simple?
• Are the data easy/cost-efficient to collect?
• Does the measurement have validity, integrity, and timeliness?
• Does the measure have an owner?
Where would you get this information?