Measures for improvement and quality
There are two measurement categories that help us understand our work processes and plan; results measures and process measures.
The data on the overall process performance which tracks how well you are meeting customer requirements.
These measures are useful to help you prioritise, i.e. which processes need to be improved, and are reasonably easy to identify, but they won’t give you any clues about where in the process the problems arise. For example, a result measure could be time e.g. how long does it take to complete a customer order? Or could be quality e.g. is the order produced to the customer specification? As with these examples, there is often more than 1 result measure that is useful to track and report.
PROCESS MEASURES – A step in the process, or an upstream point, which influences the results measure, because a change in a process measure will cause the results measure to vary.
These can be difficult to identify, but once you’ve got them, they indicate where action is needed to improve the performance, for example, task 1 and task 4 in a process have the most mistakes/take the most time/cause the biggest queues/cost the most in manpower etc. Once you have your process and process steps, you need to decide the right measure for you.