Performance Metrics: The Levers for Process Management

Performance Metrics: The Levers for Process Management

by Duke Okes

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Performance Metrics: The Levers for Process Management by Duke Okes

Which performance measures should you use? The obvious answer is that it depends on what you want to achieve, which someone else should never define for you. After all, it is your organization, your department, or your process.

But once you are clear about what you want to accomplish, how do you sort through a variety of possible metrics and decide which are best? Then, given the list of metrics you believe are useful or necessary, how do you define them in more detail to ensure that the right data are gathered at the appropriate frequency and that the resulting information gets to the right people so that they can make proper decisions?

This book provides a clarifying perspective for those who know that metrics need to be developed but are unsure as to the steps to follow in developing and deploying them. It focuses on making sure that the metrics selected will guide people and processes in the direction the organization wants to go, and allow continual evaluation of success.

Every highly effective organization is unique in some strategic way, and the metrics used should reflect these differences. Studying high performers can be useful from a learning standpoint, but simply adopting what someone else is doing is likely to take you off your track and put you on theirs. The concepts in this book will put you on the correct track and give you the tools to stay on it.

Product Details

BN ID: 2940016524160
Publisher: ASQ Quality Press
Publication date: 01/22/2013
Sold by: Barnes & Noble
Format: NOOK Book
Pages: 128
File size: 2 MB

About the Author

Duke Okes is a knowledge architect who consults, trains, writes and speaks on quality management. He has been in private practice since 1985, working with organizations in the U.S., Bermuda, Canada, Mexico, Caribbean, Europe and Asia. He is a frequent speaker for professional and trade audiences at the local, regional, national, and international levels, including AEM, APICS, ASQ, ASTD, AITP, AOQ, IIA, IIE, IMA, NAPM, SHRM, and SME. He was formerly a quality professional in TRW's automotive sector, and had also worked in woodworking, metalworking, and security system installation. Okes holds undergraduate degrees in technology and business, a master�s degree in adult education, and has completed doctoral coursework in applied management and decision sciences. He has served as an adjunct university faculty member teaching statistics and management research and is also a graduate of the international program in the Gestalt approach to organization and system development. He is an ASQ Fellow, as well as a Certified Manager of Quality/Organizational Excellence (CMQ/OE), Quality Engineer (CQE), and Quality Auditor (CQA). Okes is also author of the best-selling Root Cause Analysis: The Core of Problem Solving and Corrective Action (Quality Press, 2009).

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