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Flashcards in Week 2 - Performance Measurements Deck (11)
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1

What are key performance indicators

Metrics used to measure with or without as little bias as possible, the attainment of one performance objective in a specific time and context. KPI's are able to quantify and qualify how we are satisfying the customer or organization.

2

What are the 2 different types of KPI's?

1. Qualitative or Quantitative
2. Objective or Subjective

3

What is perceived quality?

- Extent to which the individual is satisfied the service

4

What is conformance?

The extent to which we are doing the relevant things e.g changing tires in a pit stop.

5

What is reliability?

How consistent the process is

6

What is the lead time?

- How long we take in completing the process, e.g time taken in changing the tires.

7

What is availability?

- Extent to which staff are ready to complete the process

8

What is reliability?

Variation in the lead time taken

9

What is safety?

- Extent to which we can manage unexpected events

10

What is service flexibility?

The extent to which we can manage unexpected events

11

What is quality failure costs?

- Extent to which we are spending too many resources and money or reworks and correcting the failure