安达信咨询方法与工具资料库PM_WKBK.docVIP

Developed by the Quality Advisoty Council’s Performance Measures Task Force, Chicago-69W: Deborah S. Costanza Queen DePillars Robin C. Faraday Celeste E. Johnson Linda M. Labno Wanda R. Schwerer Bonni G. Visor TABLE OF CONTENTS Chapter Page Forward I Acknowledgements ii Introduction to Performance Measures ! 1 Know Your Mission 3 2 Know Your Vision 11 3 Know Where You Are Today 17 4 Know How To Get To Your Vision 21 5 Know Your Goals 29 6 Know Your Critical Processes 37 7 How To Know If You’ve Done It 41 Go Forth And Measure 55  Performance measures can be the single most important driver for improvement in business. If designed and used properly, they can transform entire organizations and/or individual projects, large and small, in a very positive way. Although there seems to be endless mention and praise of performance measures in business literature, there is almost no source of instruction on how to design and implement performance measures. This workbook does just that. You are about to learn a sound, thorough, and practical methodology for developing performance measures that will provide you with highly valuable feedback about your operations--feedback that may not be obtained any other way. Remember that performance measures can be applied at a macro or micro level. You can design them for an entire company or department, or for a small project or process. More importantly, this methodology for designing performance measures is easier than you think. To illustrate the key concepts in this methodology, we have included many diverse examples, both business-related and non-business-related, as well as a comprehensive personal finance case study which flows through every chapter. We hope that these creative but realistic examples further demonstrate and clarify how to develop and implement performance measures. You will be pleasantly surprised by the information you will gather about your business while completing this workbook. This ad