Functional Measures
For each category of functional measures listed in Exhibit 18.7, add one additional specific measurement that is not already listed.
Exhibit 18.7 Functional Measures of Performance
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Accounting Quality |
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• Percentage of late reports |
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• Percentage of errors in reports • Percentage of errors in budget predictions |
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• Degree of manager satisfaction with accounting reports |
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Clerical Quality |
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• Number of errors per typed page |
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• Number of times messages are not delivered |
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• Quality of product/development engineering |
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• Percentage of errors in cost estimates |
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• Degree to which product meets customer expectations |
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Forecasting Quality |
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• Percentage of errors in sales forecasts |
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• Number of forecasting assumption errors |
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• Decision maker satisfaction with forecasts |
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Procurement/Purchasing Quality |
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• Percentage of supplies delivered on schedule |
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• Average time to fill emergency orders |
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Production Control Quality |
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• Time required to incorporate engineering changes |
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• Time that assembly line is down due to materials shortage |
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Quality Assurance Quality |
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• Wait time on customer inquiries |
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• Wait time on customer support calls |
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• Time to answer customer complaints |
Sources: Most of these measures are drawn from much longer lists in G. Fellers, The Deming Vision: SPC/TQM for Administrators (Milwaukee, WI: ASQC Quality Press, 1992); and D. Talley, Total Quality Management (Milwaukee, WI: ASQC Quality Press, 1991). Some of these measures were developed by the authors.