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Key features of a performance measurement system
Performance Measurement Theory
Key features of a performance measurement system
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Quality Program
Quality programs have emphasized the need to improve quality in an organizations performance through product, process, or service improvement. These quality programs encourage growth beyond status quo that many American businesses have been satisfied with in order to compete the in global market successfully (Cohen, n.d.). One such quality program is the Deming’s 14 Point Philosophy which has been said to have inspired both the Total Quality Management and Six Sigma quality management programs (Mind Tools, 2013). Analysis of this program in relation to the University of Colorado Colorado Springs (UCCS) Bookstore will reflect several areas of opportunity for the bookstore to improve the quality of their operations.
UCCS Bookstore
The UCCS Bookstore is an institutionally owned bookstore that has serves the campus students, staff, faculty and community. The bookstore has recently experienced a massive amount of turnover and the once small cast of ten employees has shriveled to a cast of only five employees. The campus student body continues to grow however, so the reduction in employees does not indicate a reduction in workload by any means. This organization is slow to respond to change when fully staffed, and is floundering to survive in the face of the reduced number of staff.
The bookstore provides textbooks, course materials, supplies, clothing, gift, and insignia items to the campus community. The bookstore expends a great deal of effort collecting textbook orders from professors each semester, managing textbook inventory against orders received, and then retains, returns, or purchases based off the orders received and current stock. It can be challenging to obtain the needed information fr...
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...to measure individual performance in working towards the organizations goals. These performance indicators can be easily applied to every position, are measurable, practical, meaningful, and achievable if reviewed regularly and adjusted as changes are made in strategic planning these factors will ensure that every employee is striving to improve quality within the organization (Aguinis, 2013).
Works Cited
Aguinis, H. (2013). Performance management (3rd ed.). Upper Saddle River, NJ: Pearson.
Cohen, P. (n.d.). Deming’s 14 points. Retrieved from http://www.hci.com.au/hcisite2/articles/deming.htm
Joyce, D. P. (2011). Deming’s 14 points. Retrieved from http://leanandkanban.wordpress.com/2011/07/15/demings-14-points/
Mind Tools. (2013). Deming’s 14 point philosophy: A recipe for total quality. Retrieved from http://www.mindtools.com/pages/article/newSTR_75.htm
Barnes & Noble, Inc. (NYSE:BKS) is a Fortune 500 company, the nation’s largest retail bookseller and the leading retailer of content, digital media and educational products. Barnes & Noble provides customers easy and convenient access to books, magazines, newspapers and other content across its multi-channel distribution platform. Barnes & Noble, Inc. is a publicly traded company listed on the New York Stock Exchange under the symbol “BKS.” After a series of mergers and bankruptcies in the American bookstore industry since the 1990s, Barnes & Noble stands as United States ' last remaining national bookstore chain. Previously, Barnes and Noble operated the chain of small B. Dalton Book stores in malls until they announced the
Therefore, examining company’s capacity and being the leader in the retail industry, it is evident that the company has embraced a quality culture. The quality culture has enabled the company to remain profitable. The high customer relations have allowed the company to constantly provide and improve its product and service quality. This means that the company’s priority is quality for the products and services they offer to its clients. The quality culture has enabled the company to be successful in the retail industry with excellent customer satisfaction ratings (Pahl et al, 2007).
Performance measures, or quality indicators, are metrics based on objective data that allow one to assess whether a system is achieving an intended goal. A requisite of metrics will need to be established to maintain ongoing efforts to show variable
I was excited the first time I walked into the 49ers Bookstore. It was big and fancy looking inside with two floors, certainly much “cooler” looking than the one at Long Beach City College. I think unwrapping a book for the first time or opening a brand new textbook and hearing the pages stretch out from its first fold is one of the greatest nerdy feelings a student can experience. Buying books for my education has always filled me with great satisfaction, I love to collect books and have them as reference for the future. However buying school books has become a struggle and a financial burden for me, especially last semester.
The Harvard Bookstore is a locally owned, independently run bookstore in Cambridge. Against all odds and global market trends, it has survived the rising popularity and demand of eBooks and online bookstores such as Amazon. This is partly due to the unique Espresso Book Machine that it has invested in, which creates perfectly bound paperbacks of any eBook within minutes. In this report, we analyse the business, identifying its strategy and thinking behind its actions through the use of Operations Management theories, with particular focus on the 4V’s.
Barnes & Noble, Inc. (NYSE:BKS) is a Fortune 500 company, the nation’s largest retail bookseller and the leading retailer of content, digital media and educational products. Barnes & Noble provides customers easy and convenient access to books, magazines, newspapers and other content across its multi-channel distribution platform. Barnes & Noble, Inc. is a publicly traded company listed on the New York Stock Exchange under the symbol “BKS.” After a series of mergers and bankruptcies in the American bookstore industry since the 1990s, Barnes & Noble stands as United States ' last remaining national bookstore chain. Previously, Barnes and Noble operated the chain of small B. Dalton Book stores in malls until they announced the liquidation of
Dr. Edward Deming stated that by improving quality, companies will decrease expenses as well as increase the productivity and market share (PMBOK, 2008).
Performance management is a management tool used to value, monitor and measure a company’s strategies that ensure the efficiency and effectiveness of its product delivery. This management tool does not focus on the organisation and on its employees as well as stakeholders. It is a continuous process that entails that managers make sure that organisational and employee values are corresponding (Aguinis, 2005,p.1/2-1/5). Performance Management brings about the competencies in the employees, increases self-esteem by giving feedback to employees, there is a low number of lawsuits because it helps understand the company better (eThekwini Municipality, 2008,p.10-11). According to Pride, Hughes and Kapoor (2011, p.288) performance management creates motivation for employees; one theory of motivation is of Expectancy, which stipulates that employees satisfaction is driven by expectations of what an organisation will offer in return.
Fraser, J. M. (1996, Jan. 1). Implementing total quality.. Retrieved February 2, 2008, from AllBusiness Web site: http://www.allbusiness.com/professional-scientific/architectural-engineering/548320-1.html
Pierce, Jon L. & Newstrom, John W. (1996). The manager’s bookshelf: A mosaic of contemporary views, (4th Edition). New York: HarperCollins College Publishers.
While total quality management has a lot of benefits, it is not for all organizations. Due to the costs and the time associated with implementing total quality management, small organizations can’t support it. The time and patience it takes to implement is different than the cultural norm in the United States. With the pressure to meet earnings for shareholders every quarter, upper management is often focused on the near future, rather than long term implications. If a cultural shift can take place in the United States, total quality management can help businesses compete better in the future, as the market continues to become more and more
For Key Performance Indicators (KPI) to be successful, it needs to have the following characteristics:
Deming’s vision set the bar for the way we think about quality, management and leadership. His beliefs and teachings along with other combined knowledge have turned quality management into Business Process Management. He lived on a path of continual improvement for high quality through systems thinking. He lived a long live full of transformational contributions still used today. First, we will discuss his path beginning with a short timeline. Then we will end with his philosophy, theories and teachings and their impact on the world.
Performance management is used for the basis of promotion, reduction in force purposes (talent management), gives transparency of what an organization is looking for, merit increases, and lastly it provides protection against lawsuits for unlawful termination by keeping written documentation. Performance evaluations are advantageous to both the organization and the employee. A leading advantage of performance evaluations is it gives the employee an opportunity to create and achieve smart goals. Although performance evaluations primary function is to measure whether an employee is a good fit or a bad fit for the organization, its function is so much a broader. Performance management is tool purposely used to motivate employees to examine themselves and determine if they have selected the profession that is best for them; consequently the feedback an employee receives from their superior supports them with increase their knowledge and
This makes all employees across all divisions equal when it comes to performance and development planning. Also, by implementing categories for each employee, supervisors can use the scoring system to see exactly where gaps and weaknesses are in the team. Once gaps and weaknesses are identified, performance and development planning can be constructed accordingly. Basically the new performance management system allows supervisors of the organization to identify, address, and resolve any sort of employee performance issues or concerns. This can lead to higher buy-in of the organization, and an increase in overall