The way we think about our business and our customers must rapidly change if we are going to survive in a highly competitive business environment. Today, customers are more open in expressing their needs and expectations. They want individualized services and prompt response to their wants. Organizations that do not respond to customer expectations will lose their customers to those who do.

    Performance Management is a method of identifying key business processes, evaluating the performance of those processes against customer expectations and taking action on the difference.

Performance Planning - A Road Map

• Who are our customers?


• What are their needs?


• The triple-role concept


Customer
Processor
Supplier

Defining Responsibilities for Performance Planning

• What functions or tasks does my department perform?


• What are the key external interfaces (input/output)?


• Have the requirements across interfaces been clearly established?


• Have measurements been established to verify and track the quality of input, activity and output?

Measurement of Performance

• How are we doing? Say it in numbers.


• What are our product and process goals?


• What are our customers telling us?


• How are we evaluating our performance and comparing it to our goals?

Performance Improvement

• Selecting the Appropriate Type of Control Chart


• Measurement vs. Count Data - Descriptions and Examples

Rules of the Road for Introducing Change

• Provide participation


• Provide enough time


• Treat people with dignity


• Deal directly with resistance


• Resolve differences