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Measuring Performance for Business Results

Authors: Zairi, Mohamed

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eBook 53,54 €
price for Spain (gross)
  • ISBN 978-94-011-1302-1
  • Digitally watermarked, DRM-free
  • Included format: PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Softcover 67,59 €
price for Spain (gross)
  • ISBN 978-94-010-4568-1
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
  • The final prices may differ from the prices shown due to specifics of VAT rules
About this book

Financial measures have traditionally been the cornerstone of the perform­ ance measurement system. In recent years, there has been a shift from treating financial figures as the foundation for performance measurement to treating them as one among a broader set of potential financial measures. Changes in cost structures and the manufacturing and competi­ tive environment have been responsible for the change of emphasis. In today's worldwide competitive environment companies are compet­ ing in terms of product quality, delivery, reliability, after-sales service and customer satisfaction. None of these variables are measured by traditional financial measures, despite the fact that they represent the major goals of world-class manufacturing companies. By focusing mainly on financial variables there is a danger that the performance reporting system will motivate managers to focus exclusively on cost reduction and short-term profitability and ignore many of the critical factors that determine long-term business success. The key to success, in today's global economy, is total customer satisfaction. To achieve this, companies must develop performance measures that drive employees to control processes that satisfy customer expectations. In particular, performance measures should provide process-level information that motivates employees to achieve the responsiveness and flexibility that companies require to compete on a global basis. Responsiveness is achieved by building relationships that lead to satisfied customers, suppliers and employees. Flexibility is achieved by reducing output variation in proceSfes; for example, the reduction of lead times and delays are both necessary for sustained competitive excellence and long-term profitability.

Table of contents (28 chapters)

Table of contents (28 chapters)
  • Introduction

    Pages 3-5

    Zairi, Mohamed, B. Sc. (Hons), M. Sc, Postgrad. Dip., PhD., FRSA

  • The meaning of performance measurement systems in a quality context

    Pages 6-16

    Zairi, Mohamed, B. Sc. (Hons), M. Sc, Postgrad. Dip., PhD., FRSA

  • Measuring TQ performance in all functions

    Pages 17-30

    Zairi, Mohamed, B. Sc. (Hons), M. Sc, Postgrad. Dip., PhD., FRSA

  • The strategic management of quality: negative vs. positive quality

    Pages 31-42

    Zairi, Mohamed, B. Sc. (Hons), M. Sc, Postgrad. Dip., PhD., FRSA

  • Measuring for total customer satisfaction: the role of QFD

    Pages 43-59

    Zairi, Mohamed, B. Sc. (Hons), M. Sc, Postgrad. Dip., PhD., FRSA

Buy this book

eBook 53,54 €
price for Spain (gross)
  • ISBN 978-94-011-1302-1
  • Digitally watermarked, DRM-free
  • Included format: PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Softcover 67,59 €
price for Spain (gross)
  • ISBN 978-94-010-4568-1
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
  • The final prices may differ from the prices shown due to specifics of VAT rules
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Bibliographic Information

Bibliographic Information
Book Title
Measuring Performance for Business Results
Authors
Copyright
1994
Publisher
Springer Netherlands
Copyright Holder
Springer Science+Business Media Dordrecht
eBook ISBN
978-94-011-1302-1
DOI
10.1007/978-94-011-1302-1
Softcover ISBN
978-94-010-4568-1
Edition Number
1
Number of Pages
XIX, 310
Topics