【正文】 nt38Kasetsart University0 2 3 4 51Constant unitNonarbitrary zero Ratio Scale (use of mean and standard deviation) such as length and time 6 3 4 5 1 2 7Nominal Scale (use of mode) such as assignment of numbers for queuing or sport teamsBasics on Measurement39Kasetsart University%MonthScrap 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 Measurement40Kasetsart UniversityLinking with Analysis/ evaluation1. 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)41Kasetsart UniversityLinking with ImprovementDesirable impacts should be anticipated prior to improvement interventions. For example, to improve productivity, one may expect at least one of the following five desirable impacts.OutputInputOutputInputOutputInputOutputInputOutputInput42Kasetsart UniversityMore on MeasurementDepartment of Energy, USA on “Performance Framework”Sink and Tuttle’s Seven Performance CriteriaProfitability/ budgetabilityProductivity InnovationEfficiency Quality of Work LifeEffectivenessQuality43Kasetsart UniversityMore on MeasurementDefinitions:? Efficiency: Degree to which the system utilizes the “right” thing. This definition may be represented by the ratio of “Resources planned for consumption” to “Actual consumption of resources.”? Effectiveness: Degree to which the system acplishes the “right” thing. This definition may be represented by the ratio of “Actual outputs” to “Planned outputs.”? Profitability/budgetability: Ability to generate profit/revenue based on resources consumed? Productivity: Relationships between outputs generated and resources consumed for output generation? Quality (anywhere in the process model): Degree to which the system conforms to requirements, specification, or expectations.? Innovation: Ability to change over time within processes or operations, and products/services offered in the market.? Quality of Work Life : Reflecting on how people feel toward their workplace. Feeling in driven by factors such as pay, safety, culture, relationships with coworkers and supervisors, flexibility, autonomy, etc44Kasetsart UniversitySink’ Performance Criteria InterrelationshipsVirginia Quality and Productivity Center at Virginia Tech45Kasetsart UniversityMore on Sink’sQuality checkpoint 1Quality checkpoint 2Quality checkpoint 3Quality checkpoint 4TQM = Management of Quality at 5 CheckpointsQuality checkpoint 546Kasetsart UniversityMore on Sink’s47Kasetsart UniversityMore on MeasurementUniversity of California FrameworkSafetyProductivityTimelinessQualityEffectiveness EfficiencyDefinitions: Effectiveness: A process characteristic indicating the degree to which the process output (work product) conforms to requirements (Are we doing the right things?)Efficiency: A process characteristic indicating the degree to which the process produces the required output at minimum resource cost. (Are we doing the things right?)Quality: Degree to which a product or service meets customer requirements and expectations.Timeliness: Degree to which a unit of work was done correctly and on time. Criteria must be established to define what constitutes timeliness for a given unit of work. The criterion is usually based on customer requirements.Productivity: Reflecting the value added by the process divided by the value of the labor and capital consumed.Safety: Degree to which the overall health of the anization and the working environment of its employees. 48Kasetsart UniversityMore on MeasurementFamily of Measures FrameworkProfitability Productivity External Quality Internal Quality Other QualityDefinitions:? Profitability: Relationships between Outputs Generated and Resources Consumed for output generation? Productivity: The value added by the process divided by the value of the labor and capital consumed.? External Quality: Measures whether a unit of work was done correctly and on time also meets customer requirements and expectations.? Internal Quality: A process characteristic indicating the degree to which the process produces the required output at minimum resource cost. (Are we doing the things right?)? Other Quality: Measures the overall health of the anization and the working environment if its employees. Ability to change over time within processes or operations, and products/ services offered in the market49Kasetsart UniversityTransformationKurstedth, 1990 (Management Systems Laboratory at Virginia Tech)50Kasetsart UniversityTransformationSink and Tuttle, 1989? I/O Analysis? Vision/Strategy? Report Design? Data Collection Design? Data Analysis TechniquesNormal Direction? Manager ? Management Team? EmployeesMeasurement And EvaluationSystemsOutput/VisibilityMeasurement And EvaluationTools and Techniques:Data Massaging ProcessOrganizationalSystemImprovementInterventionAnd TechniquesMeasurementTechniques andSystems: Data Collection ProcessUpstreamSystemsDownstreamSystemsActionMeasurementDataPortrayalOther Audiences:Upper Management,GAO, OMB,Boss, Etc.“ControlLoop”PerceptionDecision51Kasetsart UniversityTransformationA BCAdminister theManagementProcessBuild theBusiness(improvement)Cater to crisesCurrent Situation