John Constantine said ,
>I'd suggest that if the system is not in reasonable control, measurement
>of the outcomes of a person's activity will be totally misleading and
>demeaning since that person cannot impact the system to the extent the
>system can impact him and his work.
I would never advocate the use of individual performance measures but i do
advocate the use of macro measures of the processes used to serve the
customer. These serve to provide common purpose among different
departments and to aid teamwork. (If the manger uses them to improve
rather than point fingers.) I also advocate the use of team measures once
there is common and agreed upon purpose. The measures help the team know
if the purpose is being carried out and the methods used are being
improved.
It is not necessary for the system to be in control to measure the results
of the process. Until we measure we an not know if it is behaving
normally. At some point fairly early the methods must be standardized but
not before we start measuring. The measuring helps provide understanding
of how things really are.
Gene
Eugene Taurman
interLinx
ilx@execpc.com
http://www.execpc.com/~ilx
People will ultimately perform in accord with the way they are measured
and rewarded.
Control is preconditioning
William L. Ferrara
Penn State University
1975
--Eugene Taurman <ilx@execpc.com>
Learning-org -- An Internet Dialog on Learning Organizations For info: <rkarash@karash.com> -or- <http://world.std.com/~lo/>