Performance Measurement And Evaluation Flashcards
difficulties and shortcoming of using and interpreting qualitative information ( non financial performance)
1: recognized quantitative data more quickly and easily.
2:difficult to assign meaning
3:Difficult to compare as measures are not readily available.
4:incomplete and dynamic of qualitative information is high
Scope and role of non financial performance measures
1: Management of Human Resources
Monitor & Control staff in term of
Staff Turnover
Absente Rate
Result of Job
2:Product and Service Quality
that can beat rival’s product
Full-fill need of customer
3:Brand Awareness & Company Profile
In term of;
Value of brand with high loyalty.
Preceived Quality
R&D image Brand awareness
Balanced scorecard:
tangible assets enable an organisation
L E
PHD
Loyalty
Employee skill and motivation
Product and service as the desire
High quality product
Deploy information technology
Balanced scorecard
which displays organisation’s performance into four dimensions namely financial, customer, internal and innovation.
acknowledge the interest of shareholders, customers and employees taking into account of both long-term and short-term goals.
1)Financial Perspective: “How Do We Look to Shareholders?”
Financial performance measures indicate whether the company’s strategy implementation and execution are contributing to its revenue and earnings.
2) Customer Perspective: “How Do Customer View Us?”
companies identify customers and market segments in which they compete and also the means by which they provide value to these customers and markets
3) Internal Business Perspective: “At What Must We Excel
identify processes and activities which are necessary to achieve the objectives as identified at financial perspectives and customer perspective stage
4) Learning and Growth Perspective: “How Do We Continue to Improve and Create Value
determine the activities and infrastructure that the company must build to create long term growth
Which are necessary to achieve the objectives set in the previous 3 perspective
Why balanced scorecard card fail
R A C D il etha work akkulla
Performance Pyramid
Or
Startegic measurements analysis and reporting techniques
attractiveness of this framework operational performance dimensions is that it integrates the business strategic objective with consider the internal efficiency vis external effectiveness
1: coperate vision
2: Intial focus
3: guiding force
4: operating performance dimensions
Building blocks model
Suggest solution of performance measurement problem in service industry
A) Dimensions
1) determinants
. Quality
. flexibility
. innovation
. Resource utilisation
2) results
. Financial performance
. Competitive performance
B) standards
1) equity
2) ownership
3) achievable
C) Rewards
Motivation
Clear
Controllable
Performance prism
Meets the needs and requirements of Al the stakeholder
SSP CS
Stakeholder satisfaction
Strategies
Process
Capabilities
Stakeholder contribution
