An Exploratory Survey of Methods Used to Develop Measures of Performance
Abstract
Nonmanufacturing organizations are being challenged to provide high- quality products and services to their customers, with an emphasis on continuous process improvement. Measures of performance, referred to as metrics, can be used to foster process improvement. The application of performance measurement to nonmanufacturing processes can be very difficult. This research explored methods used to develop metrics in nonmanufacturing Organizations. Several methods were formally defined in the literature, and the researchers used a two- step screening process to determine the OMB Generic Method was most likely to produce high-quality metrics. The OMB Generic Method was then used to develop metrics. A few other metric development methods were found in use at nonmanufacturing organizations. The researchers interviewed participants in metric development efforts to determine their satisfaction and to have them identify the strengths and weaknesses of, and recommended improvements to, the metric development methods used. Analysis of participants' responses allowed the researchers to identify the key components of a sound metrics development method. Those components were incorporated into a proposed metric development method that was based on the OMB Generic Method, and should be more likely to produce high-quality metrics that will result in continuous process improvement. Continuous process improvement, Measurement, Measures, Metrics, Performance, Quality, Quality assurance
Document Details
- Document Type
- Technical Report
- Publication Date
- Sep 01, 1993
- Accession Number
- ADA273945
Entities
People
- Charles A. La Fleur
- Kenneth L. Hamner
Organizations
- Air Force Institute of Technology