Performance Measurement

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Slack, Chambers and Johnston, Operations Management 5th Edition © Nigel Slack, Stuart Chambers, and Robert Johnston 2007. Διάλεξη 9. Μέτρηση ...

Διάλεξη 9 Μέτρηση Απόδοσης και Βελτίωση Διαδικασίών Source: Archie Miles

Slack, Chambers and Johnston, Operations Management 5th Edition © Nigel Slack, Stuart Chambers, and Robert Johnston 2007

A  model  of  Opera-ons  Management  

Slack, Chambers and Johnston, Operations Management 5th Edition © Nigel Slack, Stuart Chambers, and Robert Johnston 2007

Teaching Objectives ž To illustrate the fundamental importance of performance measurement to any operations manager ž To relate performance measurement and improvement to each other and the overall topic of OM ž To present the Balance Scorecard technique for Performance Measurement Slack, Chambers and Johnston, Operations Management 5th Edition © Nigel Slack, Stuart Chambers, and Robert Johnston 2007

The Need for a Performance Measurement System ‘If  you  can’t  measure  it,  you  can’t  manage  it!’   Kaplan  and  Norton,   The  Balance  Scorecard:  Measures  that  drive  performance ,  HBR,  Jan-­‐Feb  1992  

You  Get  What  you  Measure   Bruggeman,  W.,  Bartholomeeusen,  L.  and  Heene,  A.  (1988)   How  Management  Control  Systems  can  affect  the   performance  of  service  operaPons  InternaPonal  Journal  of  OperaPons  and  ProducPon  Management,  8  (3)    

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