CHAPTER TWELVE
MEASURING PERFORMANCE AND DESIGNING A PERFORMANCE MANAGEMENT SYSTEM
If performance isn’t being measured, it isn’t being managed.
—UNKNOWN
A Process Improvement Project is not the end; it’s the beginning. If an infrastructure for the ongoing management of a process is not established, the process will fall into disrepair as quickly as a rebuilt car engine that is not kept tuned. Process Management is a set of techniques for ensuring that key processes are continuously monitored and improved.
Measurement is the foundation for Process Management and for “managing organizations as systems,” which make up the continuous improvement infrastructure described in Chapter Thirteen. The primary tool for communicating direction, for establishing ...
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