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Processes: what should you measure?
- 1. If you can’t measure a
process, you can’t manage it.
What should you measure?
Ian J Seath
Improvement Skills Consulting Ltd.
© 2012 Copyright ISC Ltd.
- 4. Process Measurement
Internal Measures Output Measures Satisfaction Measures
Processing time (work Error Rate or Accuracy Perceptions of reliability,
time in process steps) (Right First Time) assurance, tangibles,
Cycle-time (end-to-end, Timeliness (delivery vs. empathy, responsiveness
elapsed time) deadline/requirement)
Delay or Waiting time Completeness Any “objective”
(e.g. between steps) measures gathered by
Conformance to customer(s) or
Volume (input)
Standard stakeholder(s)
Cost (direct cost per Success Rate/Attrition Compliments
transaction) Rate/Output Volume
Overhead cost Complaints Awards
4 © 2012 Copyright ISC Ltd.
- 5. Selecting process measurements…
Decide what you’re trying to achieve, then
decide what you need to measure
No measurement without recording
No recording without analysis
No analysis without action
© 2012 Copyright ISC Ltd.
- 6. Ian J Seath, Director
Improvement Skills Consulting Ltd.
www.improvement-skills.co.uk
ian.seath@improvement-skills.co.uk
M: 07850 728506
@ianjseath
6 © 2012 Copyright ISC Ltd.