...Deadly Sins of Performance Measurement and How to Avoid Them” Doris Willis Ottawa University May7, 2016 Productions-Operations Management – OAD 30013 Review: Hammer, M. (2007). “THE 7 DEADLY Sins OF PERFORMANCE MEASUREMENT [and How to Avoid Them],” MIT Sloan Management Review, 48(3), 19-28. Business managers are responsible designing and using metrics to track and improve operating performance to ensure customers are satisfied, productivity increases, and to boost sales. Operational performance measurement is one of the toughest problems facing many organizations nowadays. “The 7 Deadly Sins of Performance Measurement and How to Avoid Them” by Michael Hammer seeks to answer why companies fall target to recurring mistakes when using metrics. Ultimately, this article documents and evaluates seven prevalent mistakes exploited and how each improbity circumvents performance management and how to elude them. Summary The article centers on interviews with various executives. The consensus is managers’ do not use metrics effectively; they measure either too much or too little or the wrong things. Numerous companies implement metrics without giving any thought to the consequences of these metrics. He notes many of the operational metrics used by businesses make little or no sense. Hammer spells out the general dissatisfaction managers’ feel with metrics. Hammer outlines two routes that will ensure useful performance measurements for staying on...
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...“What can managers do to improve the performance of their organizations?” It is not sufficient to theorize that a particular business strategy will lead to improved performance. You must test the theory. The statistical analysis process is a standardized methodology for testing theories. Generally, you identify a strategy that you believe may work, you ask experts what they think about the strategy, you analyze the data collected from the experts, you interpret the results from the analysis, and you draw conclusions about how well the strategy works based on the interpretations. All remaining assignments require that you follow this process. 1. State the research question. This is general question related to our area of concern. For example: “What can managers do to improve the performance of their organizations?” That’s probably stated a little too generally. More specific examples include: “Will implementation of a market orientation strategy improve my organization’s performance?” and “Will implementation of JIT and TQM improvement programs combine to improve my organization’s performance?” 2. State the hypotheses. Hypotheses are formulated from the research question. They must be stated in a form that is statistically testable. For example, “Market orientation is positively associated with operational performance.” Another example is: “JIT and TQM are positively associated with organizational performance.” These statements are statistically...
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...Chapters 3 and 6 Objectives: After completing Chapter 3, you should know: 1. that BPM encompasses a core set of processes, including financial and operational planning, consolidation and reporting, modeling, analysis, and monitoring of KPIs, linked to organizational strategy 2. that BPM helps organizations translate a unified set of objectives into plans, monitor execution, and deliver critical insight to improve financial and operational performance 3. that BPM refers to the business processes, methodologies, metrics, and technologies used by enterprises to measure, monitor, and manage business performance 4. that BPM is an enterprise wide strategy that seeks to prevent organizations from optimizing local business at the expense of overall corporate performance; concentrates on enterprise-wide view. 5. that BPM = BI (monitor and analyze) + Planning (a unified solution) 6. understand that the closed-loop process (the BPM cycle) links strategy to execution in order to optimize business performance Using a closed-loop process to optimize business performance implies that four process steps are implemented: * Strategize - setting goals and objectives. Where do we want to go? * Plan - establishing initiatives and plans to achieve those goals. How do we get there? * Monitor – overseeing actual performance and comparing that to the goals and objectives. How are we doing? * Act and Adjust – taking corrective action. What do we need to do differently...
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...Understanding Performance Indicators of Organizational Achievement in Turkish Airline Companies Dilek Erdogan (Corresponding author) Department of Aviation Management, Faculty of Aeronautics and Astronautics Anadolu University, Eskisehir, Turkey Tel: 90-222-321-3550 / 6984 E-mail: dilekc@anadolu.edu.tr Ergun Kaya Department of Management, Faculty of Business Administration Anadolu University, Eskisehir, Turkey Tel: 90-222-335-05-80/ 2544 Received: Sep. 16, 2014 doi:10.5296/jmr.v6i4.6355 E-mail: ergunk@anadolu.edu.tr Accepted: Oct. 13, 2014 Published: October 13, 2014 URL: http://dx.doi.org/10.5296/jmr.v6i4.6355 Abstract The aim of this study is to analyze performance indicators used by airline companies within the framework of a performance and strategic management tool, namely, ’balanced scorecard (BSC)’, and to assess its applicability in the airline business. Designed as a multiple case study by collecting data from primary and secondary sources, the participants of this study are scheduled airline businesses operating in Turkey. The airline companies have been found to use similar performance indicators within the financial, customer-based, internal business process, and learning/growth perspectives of BSC. Airline companies are recommended to use BSC because it allows them to transform their strategies into measurable performance indicators and to assess their performance multi-dimensionally. Keywords: Strategic Management, Performance Management...
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...2008 FRM® Examination Study Guide Topic Outline, Readings, Test Weightings The Study Guide sets forth primary topics and subtopics under the five risk‐related disciplines covered in the FRM exam. The topics were selected by the FRM Committee as topics that risk managers who work in practice today have to master. The topics are reviewed yearly to ensure the FRM exam is kept timely and relevant. FRM Examination Approach The FRM exam is a practice‐oriented examination. Its questions are derived from a combination of theory, as set forth in the readings, and “real‐world” work experience. Candidates are expected to understand risk management concepts and approaches and how they would apply to a risk manager’s day‐to‐day activities. The FRM examination is also a comprehensive examination, testing a risk professional on a number of risk management concepts and approaches. It is very rare that a risk manager will be faced with an issue that can immediately be slotted into one category. In the real world, a risk manager must be able to identify any number of risk‐related issues and be able to deal with them effectively. Readings Questions for the FRM examination are derived from the readings listed under each topic outline. These readings were selected by the FRM Committee to assist candidates in their review of the subjects covered by the exam. It is strongly suggested that candidates review these readings in depth prior to sitting for the exam...
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...THE USE OF OPERATIONS OBJECTIVES AND PERFORMANCE MEASURES IN PRIVATE AND PUBLIC ORGANIZATIONS White Paper February 15, 2010 Prepared for: Federal Highway Administration Federal Transit Administration FHWA-HOP-10-029 Quality Assurance Statement The Federal Highway Administration (FHWA) provides high-quality information to serve Government, industry, and the public in a manner that promotes public understanding. Standards and policies are used to ensure and maximize the quality, objectivity, utility, and integrity of its information. FHWA periodically reviews quality issues and adjusts its programs and processes to ensure continuous quality improvement. Technical Report Documentation Page 1. Report No. FHWA-HOP-10-029 4. Title and Subtitle The Use of Operations Objectives and Performance Measures in Private and Public Organizations White Paper 7. Authors Jocelyn Bauer, Kelley Pecheux, Michael Smith, Zachary Fletcher 9. Performing Organization Name and Address Science Applications International Corporation (SAIC) 8301 Greensboro Drive McLean, VA 22102 12. Sponsoring Agency Name and Address United States Department of Transportation Federal Highway Administration 1200 New Jersey Ave., SE Washington, DC 20590 15. Supplementary Notes Mr. Richard Backlund, Federal Highway Administration, COTM 16. Abstract This paper examines lessons and insights from private companies and public organizations that may apply to agencies in the United States working to advance transportation...
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...intended to give you a theoretical framework for thinking about operations in both manufacturing and service contexts and to describe some practical applications of operations management. In the course we will address key aspects of design, planning and control of operations systems, and to provide an understanding of the operations function in a global context. Learning outcomes Subject specific knowledge and skills including: • Understand the history of Operations Management as a subject and consider the challenges facing Operations in future with particular reference to service operations, value adding and sustainable competition. • Understand the need for an Operations Strategy to operate with a Business Strategy • Describe Operational strategies in terms of Fit, Sustainability and Risk • Assess the choices and trade-offs inherent in developing an operations strategy (assessment of alternative strategies) • Describe the nature of operations as an integrative function and the significance of information, change management, innovation and management of systems • Understand the issues of integration of the operations with other management functions; the different approaches which may be taken in the design of products, services and processes • Know the strengths and weakness...
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...measures of performance in organisations. Give practical examples showing how organisations can adopt such measures to enable them excel. Many executives were convinced that traditional measures of financial performance didn’t let them manage effectively and wanted to replace them with operational measures. No single measure can provide a clear performance target or focus attention on the critical areas of the business. Managers want a balanced presentation of both financial and operational measures. Performance Measurement can be best understood through considering the definitions of the words 'performance' and 'measurement' according to the Baldrige Criteria: * Performance refers to output results and their outcomes obtained from processes, products, and services that permit evaluation and comparison relative to goals, standards, past results, and other organisations. Performance can be expressed in non-financial and financial terms. * Measurement refers to numerical information that quantifies input, output, and performance dimensions of processes, products, services, and the overall organisation (outcomes). Performance measures might be simple (derived from one measurement) or composite. Using a Balanced Scorecard Approach to Measure Performance Robert S. Kaplan and David P. Norton have developed a set of measures that they refer to as "a balanced scorecard." These measures give top managers a fast but comprehensive view of the organization's performance and include...
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...management control system targets. Therefore, conventional management control systems focus on getting better operational efficiency. But as operational efficiency is no longer adequate to create sustainable competitive advantages, management control systems must be expanded to managerial practices that cultivate employee cooperation and creativeness in the discovery and development of new business opportunities. This is especially the case in the high-tech industries that are at the faced with the challenges of globalisation and employee teams must combine efficient communication with creativity. ``Project managers and product designers in software and other industries thus need to find ways to divide up products and tasks so that even teams of many of clever people can work and communicate efficiently as well as creatively'' (Cusumano, 1997). Simons (1987 and 1990) argued that control systems is in four categories, namely i. ii. iii. iv. Diagnostic control systems Boundary control systems Interactive systems Belief systems. These four different management control systems are identified recently by companies as effective categories of controlling system, companies must apply them in a way that maximizes operational effectiveness without limiting employee creativity. This task can be accomplished by using diagnostic measures as a way to improve operational effectiveness and the other three types of control measures as a way to mitigate its negative effects on employee creativity...
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...Production MANAGEMENT RESPONSIBILITY Measuring/Monitoring Devices PRODUCT REALIZATION Management Policies, Planning and Commitments Management Review MEASUREMENT ANALYSIS AND IMPROVEMENT Monitoring/Measurement of Products Monitoring/Measurement of Quality System (QMS) Monitoring Customer Satisfaction CONTINUAL IMPROVEMENT Shipping and Delivery CUSTOMERS Feedback 1.0 Process Approach 1.1 The quality management system is designed as a system of interrelated processes. All main activities in the company are defined as Quality System Processes (QSPs) and are grouped into the following six categories (refer to the diagram at the top of this section): Customer Requirements, Product Realization, Page 1 of 6 4.0 - QUALITY MANAGEMENT SYSTEMS Section Description Measurement, Analysis and Improvement, Management Responsibility, Resource Management, and Continual Improvement, And are organized into a Plan-Do-Check-Act loop. 1.2 The sequence and interrelation between the six groups and individual QSPs are illustrated in a diagram at the beginning of this section (Quality System Processes Diagram). Every QSP is further defined in process sheets at the end of this section (Quality System Processes Sheets). 1.3 QSPs and their sub-processes are documented in this quality manual and in associated operational procedures and work instructions. The documentation defines these quality system processes and their sequence and interaction, and instructs on how to...
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...Scorecard Measures That Drive Performance by Robert S. Kaplan and David P. Norton what you measure is what you get. Senior executives understand that their organization's, measurement system strongly affects the behavior of managers and employees. Executives also understand that traditional financial accounting measures like return-on-investment and earnings-per-share can give misleading signals for continuous improvement and innovation-activities today's competitive envifinancial results will follow." But managers should not have to choose between financial and operational measures. In observing and working with many companies, we have found that senior executives do not rely on one set of measures to the exclusion of the other. They realize that no single measure can provide a clear perforniance target or focus attention on the critical areas of the business. Managers want a balanced presentation of both financial and operational measures. During a year-long research project with 12 com-/ panies at the leading edge of performance measurement, we devised a "balanced scorecard"-a set of measures that gives top managers a fast but comprehensive view of the business. The balanced scorecard includes financial measures that tell the results of actions already taken. And it complements the financial measures with operational measures on customer satisfaction, internal processes, and the organization's innovation and iniprovement activities-operational measures that are the drivers...
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...MANAGEMENT ACCOUNTING & PERFORMANCE EVALUATION MAF 635 (Activity-Based Management) PREPARED BY: ANIS ASMIDAR BT ZAMANI (2009602144) AZIZAL BIN HAMZAH (2009693746) MUHAMMAD HAKIM B TUKEMIN (2009866018) GROUP: BACC 8C PREPARED FOR: PUAN ELEY SUZANA BINTI KASIM TABLE OF CONTENTS No. | Content | Page | 1.0 | Acknowledgement | 1 | 2.0 | Introduction | 2 | 3.0 | Differences between ABM and ABC | 3 | 4.0 | Type of ABM | 4 | 5.0 | Output of ABM | 5-7 | 6.0 | Summary | 8 | 7.0 | References | 9 | 8.0 | Appendix | | 1.0 ACKNOWLEDGEMENT We have taken efforts in this project. However, it would not have been possible without the kind support and help of many individuals. We would like to extend our sincere thanks to all of them. We are highly indebted to PuanEleySuzanaKasim our MAF635’s lecturer for her guidance and constant supervision as well as for providing necessary information regarding this project & also for her support in completing this project. We also would like to express our gratitude towards our parents & also our classmates for their kind co-operation and encouragement which help us in completing this project. Our thanks and appreciations also go to the group members in developing this project and people who have willingly helped us out with their abilities. 2.0 INTRODUCTION The Chartered Institute of Management Accountants (CIMA) has stated that an activity-based management (ABM) is a process...
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...personnel face. Senior management may feel connected to the organization but many of the employees do not. Because these employees do not feel connected, over time they gradually stop caring, they stop aligning their behavior with organizational goals, they stop giving their best efforts and they stop fully communicating. For alignment to occur, Dr. Bob Frost, director of Measurement International, says that there are three things that need to happen: "People have to know about it, People have to care about it, and People have to be able to act on it." (p. 5). This is so very true. A company can not succeed if everyone is not on board. Without management’s support and consistency, employees’ commitment to quality will usually deteriorate, their individual objectives will take precedence, and their morale and productivity will diminish overtime. In order to be effective, the cascading strategy must start with top management and cascade downward "unifying direction for units and functions, teams, and ultimately individuals" (p. 6). The most critical step in the alignment process is tying performance measures to the strategic goals of the organization. The best way to do this is by using a balanced scorecard. Used for more than a decade as a strategic planning and management system for driving accountability for execution, the Balanced Scorecard creates a system of linked objectives, measures and targets, which collectively describe the strategy of an organization and how...
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...information to evaluate the performance of different organizational resources like human, physical, financial and also the organization as a whole considering the organizational strategies. Finally, MCS influences the behaviour of organizational resources to implement organizational strategies. Keywords: Management , Control , Systems 1. Introduction To introduce this topic and understanding the importance of management control system we know that In the present globalised world, organisations need to use management control systems that go beyond the strategies that focus on acquisition of technology and logistics which are not sufficient to give the organisation sustained long-term competitive edge over its competitors. Management Control Systems (MCS) as defined by Anthony (cited by LangfieldSmith, 1997) is the process by which managers ensure that resources are obtained and used effectively and efficiently in the accomplishment of the organization s objectives . MCS is a system used in an organization which collects and uses information to evaluate the performance of the organizational resources that will eventually influence the behaviour of the organization to implement organizational strategies. This paper will look into issues within MCS such as transaction cost economics and transfer pricing. Also considered in this paper is a look of MCS tools and techniques, such as budgeting as a powerful control mechanism in organizations, business performance measurement systems as well...
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...select the KPI carefully to translate the achievement of this particular strategic objective. If managers do not understand the strategy or fail to select the right measure, management of the company may be misled by not measuring what needs to be measured. As Kaplan and Norton (1996) indicated, the art of defining the KPIs rests in the performance drivers (leading indicators) that enable the outcome KPIs (lagging indicators) to be achieved. Leading indicators are useful to have as they give the time to influence the outcomes KPI (Eckerson, 2005). There is a third type of KPI that can be selected which is the diagnostic indicator. The diagnostic indicators are not leading or lagging indicators; they measure the health of the operations just like measuring the human temperature that should always be under a certain level. While selecting the leading indicators for a certain outcome KPI, managers should do a brainstorm session to understand what drives the performance of this specific outcome KPI (lagging indicator). Good mix of KPIs should be (1) linked and aligned with strategic objectives and initiatives; (2) covering both strategic and operational metrics; (3) varying between leading, lagging, and diagnostic indicators; (4) balanced through the four different perspectives of the balanced scorecard (BSC) (financial, customer, internal, people and organization). As Eckerson (2006) mentioned, KPIs should be reviewed and updated regularly because they have certain life time and...
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