Week 2 - Performance Measurements Flashcards
1
Q
What are key performance indicators
A
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
Q
What are the 2 different types of KPI’s?
A
- Qualitative or Quantitative
2. Objective or Subjective
3
Q
What is perceived quality?
A
- Extent to which the individual is satisfied the service
4
Q
What is conformance?
A
The extent to which we are doing the relevant things e.g changing tires in a pit stop.
5
Q
What is reliability?
A
How consistent the process is
6
Q
What is the lead time?
A
- How long we take in completing the process, e.g time taken in changing the tires.
7
Q
What is availability?
A
- Extent to which staff are ready to complete the process
8
Q
What is reliability?
A
Variation in the lead time taken
9
Q
What is safety?
A
- Extent to which we can manage unexpected events
10
Q
What is service flexibility?
A
The extent to which we can manage unexpected events
11
Q
What is quality failure costs?
A
- Extent to which we are spending too many resources and money or reworks and correcting the failure
