【文章內(nèi)容簡(jiǎn)介】 ustralia ) 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 Estimates (Department of Energy, USA) 7. Number of Hours Lost due to All Equipment Downtime as a % of Total Available Hours (Department of Energy, USA) 8. % Deviation from Budget (Department of Energy, USA) 9. % Variation to Cost Estimates (Department of Energy, USA) Examples 30 Kasetsart University Government (Program/project) by Department of Trade and Industry, United Kingdom 1. Time Predictability on Design = [(Actual Duration at Commit to Construct the Estimated Duration at Commit to Invest) ? the Estimated Duration at Commit to Invest] ? 100. 2. Time Predictability on Construction = [(Actual Duration at Available for Use the Estimated Duration at Commit to Construct) ? the Estimated Duration at Commit to Construct] ? 100. 3. Cost Predictability on Construction = [(Actual Cost at Available for Use the Estimated Cost at Commit to Construct) ? the Estimated Cost at Commit to Construct] ? 100 4. Differences in the Planned Completion Duration and the Actual Contract (clientagreed) Completion Duration as a % of the Contract (clientagreed) Completion Duration 5. Total Number of Change Orders Issued by the Client ? Project Duration Time 6. Value of work subcontracted to or supplied by other parties as a % of Total Project Cost Examples 31 Kasetsart University Education 1. % Of graduates who can find work within 6 months 2. % Of graduates who have received job offers from multinational corporations 3. Publications in international journals ? staffs 4. Publications in international journals ? research projects 5. % Of laboratory equipment in use 6. % Of texts in elective courses that have been published in the past 10 years 7. % Of courses that have adapted the use of multimedia software 8. % Of ining students from toptier high schools Examples 32 Kasetsart University Dimensions (Conditions Reflecting Satisfaction) Weight Right day, late service 1 Wrong day, late service 5 Complaints reopened by customers 5 Missing proof of delivery 1 Invoice adjustment requested 1 Missed pickups 10 Damaged packages 10 Lost packages 10 Overgoods (packages received in lost and found) 5 Abandoned calls 1 Occurrence Format (Source: FedEx from Neely, 1998) Descriptive KPIs Score Points 33 Kasetsart University Basics on Measurement Data Performance measurement Information ? Roles of measurement is to convert data to information for decision/actions. ? Analysis of information for improvement (interventions and budgeting), and rating and ranking (external parties) ? HR consideration (to be referred to as appraisal not measurement, and to be related to functional job analysis) involves payscale, par hike, placement, skill development, promotion, etc. This is not the focus of the material! 34 Kasetsart University Basics on Measurement Potential Problems: 1. Lack of knowledge on inputs and outputs in terms of priority and impacts (What are the primary inputs? What constitutes the primary outputs? What represents the inputs and outputs? Current data being collected?) 2. Multiple outputs in terms of products and services [1 truck + 1 car + 1 motorcycle + 1 repair work ? 4 units] [1 TV + 1 radio ? 2 units] 35 Kasetsart University Basics on Measurement Potential Problems (cont.): 3. Multiple inputs [10 m2 of Space + 30 m2 of Materials ? 40 m2] 4. Consideration must be made into a timeeffect for using inputs to generate outputs. [Outputs ? (labor + materials)] [Outputs ? (labor + new investment capital)] 36 Kasetsart University Basics on Measurement Potential Problems (cont.): 5. Integration with the database (Is the database robust enough?) 6. Rapid changes in prices (per unit of outputs) and costs (per unit of inputs). You must be able to differentiate the contributions to the profits whether they are from the productivity improvement or the changes in unit price/ cost. 37 Kasetsart University 0 2 3 4 5 1 Unit assume constant Arbitrary origin Interval Scale (use of mean and standard deviation) such as temperature and position 2nd 3rd 4th 5th 1st No unit between two points Order Ordinary Scale (use of median and percentiles) such as preference and street numbers Basics on Measurement 38 Kasetsart University 0 2 3 4 5 1 Constant unit Nonarbitrary zero Ratio Scale (use of mean and standard deviation) such as length and time 6 3 4 5 1 2 7 Nominal Scale (use of mode) such as assignment of numbers for queuing or sport teams Basics on Measurement 39 Kasetsart University % Month Scrap and Rework to Sales Ratio (in %) Definition ?Sale: the value of goods and services sold during the period ($) ?Scrap and Rework: the value in terms of cost with respect to direct labor, material, and other indirect support ($) Starting points, variation, trends, and satisfaction? Basics on Measurement 40 Kasetsart University Linking with Analysis/ evaluation 1. Internal analysis/ evaluation (parison with past performance in terms of trend and variation, and with the internallyestablished targets, expectation, and anticipation) 2. External analysis/ evaluation (parison with standards, benchmarks, industrial averages with respect to the industries/ clusters, benchmarking partners, and petitors) 41 Kasetsart University Linking with Improvement Desirable impacts should be anticipated prior to improvement interventions. For example, to improve productivity, one may expe