Tham khảo tài liệu 'statistical process control 5 episode 12', kỹ thuật - công nghệ, cơ khí - chế tạo máy phục vụ nhu cầu học tập, nghiên cứu và làm việc hiệu quả | 372 Six-sigma process quality The author has seen many examples of so-called performance measurement systems that frustrated improvement efforts. Various problems include systems that produce irrelevant or misleading information track performance in single isolated dimensions generate financial measures too late . quarterly for mid-course corrections do not take account of the customer perspective both internal and external distort management s understanding of how effective the organization has been in implementing its strategy promote behaviour which undermines the achievement of the financial strategic objectives. The measures used should be linked to the processes where the value-adding activities take place. This requires a performance measurement framework PMF that provides feedback to people in all areas of business operations and stresses the need to fulfil customer needs. The critical elements of such a good performance measurement framework are leadership and commitment full employee involvement good planning sound implementation strategy measurement and evaluation control and improvement achieving and maintaining standards of excellence. A performance measurement framework is proposed based on the strategic planning and process management models outlined in the author s Total Organizational Excellence 2001 . The PMF has four elements related to strategy development and goal deployment process management individual performance management and review. This reflects an amalgamation of the approaches used by a range of organizations using six-sigma approaches and distinguishes between the whats and the hows . The key to six-sigma planning and deployment is the identification of a set of critical success factors CSFs and associated key performance indicators KPIs . These factors should be derived from the organization s vision and mission and represent a balanced mix of stakeholders. The strategic financial goals should be clearly communicated to all .
