Discus Measuring Performance in Operations

Discus Measuring Performance in Operations
1. Define measurement.
2. What are the eight performance measure
categories for organizations?
3. What is a customer-satisfaction system?
4. Define goods quality and service quality.
5. What are five dimensions of service quality?
6. Define service upsets and give an example from
personal experience.
7. The performance measure “time” relates to what
two performance dimensions?
8. Define goods and service design flexibility and
volume flexibility.
9. Define innovation and learning.
10. Define productivity and operational efficiency.
11. Define interlinking. Why is it important?
12. Define the value of a loyal customer. Why is it
important?
13. How are the customer defection and customer
retention rate related?
14. What are some of the questions IBM uses to
evaluate performance measures?
15. Define actionable measures.
16. Explain the Baldrige Model of Organizational
Performance.
17. What are the four performance categories of the
balanced scorecard approach to performance
measurement?
18. What are example performance metrics for
suppliers, value-creation processes, and customers in the value chain model of organizational
performance?
19. What is the primary theory of the service-profit
chain model of organizational performance?
20. What are the implications of Marriott’s quote
“Happy employees create happy customers”? What
does this mean for human resource management?
21. What types of performance measurements might be
used to evaluate a fraternity or student organization?
Discus Measuring Performance in Operations
22. Select an organization you are familiar with or
have an interest in and write a short two-page
paper describing key performance metrics in that
industry and firm using the format of Exhibit 2.1.
23. Interview managers at a local company to identify
the key business measures (financial, market, supplier, employee, process, information, innovation,
etc.) for that company. What quality indicators
does that company measure? What cause-andeffect (interlinking) performance relationships
would be of interest to the organization?
24. Research and write a short paper on how some
organization applies the five dimensions of service
quality.
25. Discuss some analytical or graphical approaches that
organizations can use for analyzing performance data
based on your experience and previous coursework.
26. Revenue or costs per passenger mile are two key
performance measures in the airline industry.
Research their use in this industry and prepare a
one-page paper summarizing how they are used
and why they are so important.
27. Under which perspective of the balanced
scorecard would you classify each of the following
measurements?
28. When the value of a loyal customer (VLC) market
segment is high, should these customers be given
premium goods and services for premium prices?
If the VLC is low, should they be given less
service? Explain.