【正文】 ? (labor + material + capital + machine + facility + utility + information)18Kasetsart UniversityBasics on MeasurementCase study for singlefactor measure (labor only): 5 employees producing 500 output units in one month by working 22 days per month and 8 hours per day. For the second month, 600 units were made with 5 employees but working 20 days with the same working hours in one day. [880 = 5 ? 22 ? 8] and [800 = 5 ? 20 ? 8]Static measures (one month):500 units ? 880 labor hours = units per labor hour500 units ? 5 persons = 100 units per person600 units ? 800 labor hours = units per labor hour600 units ? 5 persons = 120 units per personDynamic measures (one month):[(600 ? 500)] ? [(800 ? 880)] = ? = or ? = [(600 ? 500)] ? [(5 ? 5)] = ? = or120 ? 100 = ? No unit dimension!19Kasetsart UniversityBasics on MeasurementCase study for multi or partial factor measure: 5 employees producing 500 output units in one month by working 22 days per month and 8 hours per day. For the second month, 600 units were made with 5 employees but working 20 days with the same working hours in one day. The amount of materials used are 1,000 and 1,250 units respectively. The price for the outputs for the first and second month is $1,000 per unit while the costs of labor over the two months is $15 per labor hour and $150 per material unit (m2) for material. [880 = 5 ? 22 ? 8] and [800 = 5 ? 20 ? 8]Multi or partial factor measures are as follows.Month 1: [(500 ?1000)] ? [(880 ? 15) + (1000 ?150)] = Month 2: [(600 ?1000)] ? [(800 ? 15) + (1250 ?150)] = Months 1 and 2: [(600 ?1000) ? (500 ?1000)] = [(800 ? 15) + (1250 ?150)] ? [(880 ? 15) + (1000 ?150)] Static RatioStatic RatioDynamic Ratio20Kasetsart UniversityBasics on MeasurementSurrogate measures represent the implication of outputs and inputs that are to be examined. Nowadays, they are used to reflect upstream and downstream as well.“Transportation services” = total mileage traveled or total passenger mileage traveled such as total miles ? buses or total miles ? employees, etc.“Restaurant services” = level of satisfaction, revenue, and profit such as revenue ? staffs, level of satisfaction ? electricity, etc.? “quality students,” “innovation in product development,” “quality of work life for office workers,” and so on21Kasetsart UniversityBasics on MeasurementPerformance Measures or KPIsQuantitative KPIs Descriptive KPIsRatio FormatData Reliability and AccuracyQuestionnaire FormatOccurrence FormatSize, weight, scale, reliability, and prehensiveness Weight, scale, accuracy, and prehensivenessDefinition of TermsNonratio FormatCrossratio Format Crossratio Format 22Kasetsart UniversityBasics on MeasurementRatio format: useful for identifying KPI as well as enhancing the quality of information and of information analysisr Normalization for trend analysis, benchmarking, etc.r Consideration into changes in an anization (such as takeover, new product introduction, etc.)23Kasetsart UniversityPast and Present Projects:? Internal Benchmarking for Electricity Generating Authority of Thailand (EGAT) on Generation and Transmission? Counterpart on Behalf of Provincial Electricity Authority (PEA): PWC Report on Productivity and Efficiency Benchmarking with 5 Other Public Utilities (Prepared for the Ministry of Energy)? Internal Benchmarking for PEA on Distribution 24Kasetsart UniversityBasics on MeasurementIssues of Measurement “Robustness”(financial and nonfinancial dimensions such as weight, distance, volume, time, utility consumption, and so on):? Labor: $, hours, and headcounts? Materials: $, kilograms, m3, and m2 ? Space: $ and m2? Machines: $ and hours25Kasetsart UniversityBasics on MeasurementRevenuesNew Customers Repeated CustomersTarget GroupUnexpected GroupPrimary GroupSecondary GroupRobustness26Kasetsart UniversitySystem AvailabilityReliability (Uptime)Maintainability (Downtime)Operating Time Standby Active Maintenance TimeDelay TimeCorrective Time Preventive Time Logistics AdministrationBasics on MeasurementRobustness27Kasetsart UniversityBusiness and Industries1. Bad Debt as a % of Revenue2. Unplanned Overtime as a % of Overtime3. % Of Suppliers with 100% Lot Acceptance over One Year4. % Of Shipments Requiring More Than One Attempt to Invoice5. % Of Customers Using “Invoiceless” Processing6. Recycled Material Values as a % of Purchased Material Values 7. Total Time Lost Due to Injuries ? 1,000,000 Hours Worked 8. Total Time Lost Due to Strikes ? 1,000 Hours Worked 9. % Of Qualified Suppliers and Subcontractors Receiving 90% of Total Purchased Value Examples28Kasetsart UniversityBusiness and Industries1. % Of Requests for Engineering Actions Open for More Than Two Weeks 2. Spare Parts Cost after Warranty as a % of Total Cost Suggested by Design Teams 3. Standard Parts in New Releases as a % of Total Parts 4. % Of Parts with Two or More Suppliers 5. Suppliers with Quality and Productivity Improvement Programs as a % of Total Suppliers 6. % Of Employment Requested Filled on Schedule 7. Average Time to Process Health and Accident Insurance Claims 8. % Of Employees Who Have Not Been Trained in the Past 12 Months Examples29Kasetsart UniversityGovernment (Function)1. Information Technology Expenditures as a % of Revenue (Government of New South Wales, Australia )2. Recycled Material Values as a % of Purchased Material Values (Government of New South Wales, Australia )3. % Of Late Reports (Department of Energy, USA) 4. % Of Errors in Reports (Department of Energy, USA) 5. Errors Reported by Outside Auditors as a % of Total Errors (Department of Energy, USA)6. Error in Time Estimates ? Total Value of