Page 284 - DMGT522_SERVICES MANAGEMENT

Unit 13: Performance Measurement in Services

13.8 Review Questions Notes

1. Define the term Performance Measurement.
2. What is the role of performance management in services?
3. Why we should measure performance?
4. How we should measure performance?
5. Discuss the types of measures.
6. Define the concept of service process analysis.
7. Discuss the Little’s Law.
8. Explain the concept of process flow diagram.
9. Discuss the list of the ways that processes can be improved.
10. Define the concept of Key Performance Indicators.

Answers: Self Assessment

1. Government Performance 2. communications
3. Process improvement 4. 1994
5. results-oriented 6. Key Performance
7. Key Success Indicators 8. performance measurement
9. Implementing 10. accountability
11. Starvation 12. Blocking
13. buffers 14. longest cycle time
15. flexibility

13.9 Further Readings

Books Virginia Department of Planning and Budget, Planning and Evaluation Section.
Virginia’s Handbook on Planning & Performance (Richmond: 1998).
The National Performance Review (now the National Partnership for Reinventing
Government). Serving the American Public: Best Practices in Performance Measurement.
Benchmarking Study Report. (Washington, D.C.: Government Printing Office, 1997).
4 National Research Council. E.B. Perrin, J.S. Durch, and S.M. Skillman, eds.,
Health Performance Measurement in the Public Sector: Principles and Policies for
Implementing an Information Network. (Washington D.C.: National Academy Press,
1999).

Online links http://management.about.com/cs/generalmanagement/a/keyperfindic.htm
http://www.mckinseyquarterly.com/Measuring_performance_in_services_1730
http://www.toronto.ca/progress/reports.htm
http://www.orau.gov/pbm/documents/overview/whymeasure.html
http://www.turningpointprogram.org/Pages/pdfs/perform_manage/
pmc_guide.pdf
http://www.netmba.com/operations/process/analysis/

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