Measures
use numbers “to see”
how well we are satisfying our customers.
how well we are satisfying our customers.
lInput measure
èMeasures the resources used to produce the output.
lEfficiency (or process) measure
èMeasures how well resources are used
in the production
process.
lOutput measure
èMeasures the number of services produced.
èCompares characteristics of outputs to desired.
lOUTCOME measure
èMeasures the result on the customer
of having received the
output.
Measurement and the Production Process
The Importance of Measurement
The Importance of Measurement