【正文】 cessProcess Effectiveness(OutsideIn)Process Efficiency(InsideOut)and4Metric CategoriesProcess EffectivenessProvides Required FeaturesFreedom from Deficiencies? Defect rate? Accuracy? Actual/Plan? Delivery OnTome? Timeliness? Response TimeProcess EfficiencyEffective at Least Cost CompetitiveAdaptabilityEffective EfficientIn the Face of Change? Cost Per Transaction? Time Per Activity (Cycle Time)? Process Yield? Output Per Unit (Space, FTE, Time)? Total Cycle Time? Set Up Time For New Customer Needs? Cycle Time for Special Customer Requests? Percentage of Special Requests Not Met5Measures provide a basis for:? Specifically municating performance expectations to team members? Quantifying what is really happening in the anization? Identifying performance gaps which should be analyzed and eliminated? Effectively making and supporting decisions regarding resource allocation and action planning6Hierarchy of Process Measures? Level 1: External Customer Measures ? Level 2: Internal End of Process Indicators? Level 3: Metrics at Key Junctures or Milestones of Process? Level 4: Step or Activity Measures7 Hierarchy of Process MeasuresCUSTOMERFUNCTION AFUNCTION BFUNCTION CM3M2 M2M3 M1internal M1externalM1External Customer Requirements Measures relate directly to customer requirementsM1Internal End of Process Measures reflect customer requirements as well as business requirements – these are endofprocess measuresM2 SubProcess Measures output of subprocesses and / or functionsM3 Key Process Step Measures output of specific process steps8How to Develop Process MeasuresOUTPUT CRITICAL DIMENSION MEASURE GOAL TRACKING DEVICE 1 2 3 4 5Identify significant outputs Identify critical dimensions Develop measures for Develop goals for each Define the tracking device(end of process, subprocess, for each significant output each critical dimension measure. The goal should and data source for eachJob) represent “entitled” performance measureEXAMPLEContract preparedAccuracyTImelinessNumber of errorsrequiring reworkTime from agreement made to contract prepared03 working daysContract rework numbersContract printoutdatesBooks shipped QuantityTimelinessAccuracyShipment volume per dayNumber of ontime shipmentsNumber of shipping errors15,000 per day95% on timeDaily shipping reportBilling error reportBilling error report09Process Measurement ChartM1ExternalTrainingmaterialCRITICAL DIMENSIONINPUT MEASURE GOAL* Accuracy* TimelinessM1InternalOUTPUT CRITICAL DIMENSION MEASURE GOALTrainingMaterial* TimelinessM2sSUBPROCESS OUTPUT CRITICAL DIMENSION MEASURE GOAL * Timeliness* Timeliness * TimelinessM3sPROCESS STEP OUTPUT CRITICAL DIMENSION MEASURE GOAL* Timeliness* Timeliness10? Review your core process map? Establish measurements of process effectiveness that link to Customer CTQ? Establish goals for process effec