© 1994

Measuring Performance for Business Results


Table of contents

  1. Front Matter
    Pages i-xix
  2. Measuring performance

  3. Case Studies

    1. Front Matter
      Pages 165-165
    2. Mohamed Zairi
      Pages 167-181
    3. Mohamed Zairi
      Pages 182-194
    4. Mohamed Zairi
      Pages 195-203
    5. Mohamed Zairi
      Pages 204-208
    6. Mohamed Zairi
      Pages 209-217
    7. Mohamed Zairi
      Pages 218-222

About this book


Financial measures have traditionally been the cornerstone of the perform­ ance measurement system. In recent years, there has been a shift from treating financial figures as the foundation for performance measurement to treating them as one among a broader set of potential financial measures. Changes in cost structures and the manufacturing and competi­ tive environment have been responsible for the change of emphasis. In today's worldwide competitive environment companies are compet­ ing in terms of product quality, delivery, reliability, after-sales service and customer satisfaction. None of these variables are measured by traditional financial measures, despite the fact that they represent the major goals of world-class manufacturing companies. By focusing mainly on financial variables there is a danger that the performance reporting system will motivate managers to focus exclusively on cost reduction and short-term profitability and ignore many of the critical factors that determine long-term business success. The key to success, in today's global economy, is total customer satisfaction. To achieve this, companies must develop performance measures that drive employees to control processes that satisfy customer expectations. In particular, performance measures should provide process-level information that motivates employees to achieve the responsiveness and flexibility that companies require to compete on a global basis. Responsiveness is achieved by building relationships that lead to satisfied customers, suppliers and employees. Flexibility is achieved by reducing output variation in proceSfes; for example, the reduction of lead times and delays are both necessary for sustained competitive excellence and long-term profitability.


Feder Motor management metals quality management

Authors and affiliations

  1. 1.Bradford UniversityUSA

Bibliographic information

  • Book Title Measuring Performance for Business Results
  • Authors M. Zairi
  • DOI
  • Copyright Information Chapman & Hall 1994
  • Publisher Name Springer, Dordrecht
  • eBook Packages Springer Book Archive
  • Hardcover ISBN 978-0-412-57400-9
  • Softcover ISBN 978-94-010-4568-1
  • eBook ISBN 978-94-011-1302-1
  • Edition Number 1
  • Number of Pages XIX, 310
  • Number of Illustrations 0 b/w illustrations, 0 illustrations in colour
  • Topics Operations Management
    Mechanical Engineering
  • Buy this book on publisher's site
Industry Sectors
Chemical Manufacturing
Finance, Business & Banking
Consumer Packaged Goods
Materials & Steel
Energy, Utilities & Environment