Turning Performance Objectives Into Operations Priorities
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Transcript of Turning Performance Objectives Into Operations Priorities
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Presented By:-
Mriganka Chakraborty(46)Saurav Dey(66)
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While service concept defines the nature ofservice to be provided, the performanceobjectives define the competitive or strategicpriorities for the operations.
Performance objectives are also the basis for
development of performance measurementsystems and a key way of linking operationsperformance measures to strategy.
Introduction
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Competitive organizations have to compete on many
different criteria which might include:-
Price Quality
Availability
Reliability
Speed of service
Flexibility
Range of services
New service development
Uniqueness
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Two dimensions importance and performance canbe used to help operations manager prioritize these
objectives so that they know where it is appropriateto spend time, effort and money.
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The importance of a factor can be assessed in termsof its importance to customers(internal or external).
Three categories of importance are:-
Qualifiers
Order Winners
Less Important Factors
Importance
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May not win business but play an important part inretaining business, by which we mean customers or
sources of fundings. If performance falls below a certain point compared
to other organizations, business may be lost. Aninternet service provider may lose customers if
access to its network is slower or more difficult thanthrough its competitors.
Qualifiers
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These are relatively unimportant but should not beignored because they may become as source of
advantage at some future point.
Less Important Factors
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OrderWinners(Attractors)
Strong 1 Crucially importantto attract business
Medium 2 Important to attractbusiness
Weak 3 Useful for attracting
new business
Qualifiers(retainers) Strong 1 Vital for retention
Medium 2 Important forretention
Weak 3 Useful for retention
Less Important Strong 1 Not usuallyimportant
Medium 2 Rarely consideredimportant
Weak 3 Not at all important
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It is the second dimension for assessing performanceobjectives, is concerned with the performance of each
objective against other or competing organizations. A nine point scale can be used to assess relative
performance of any of the factors
Performance
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Better than others Strong 1 Considerably betterthan others
Medium 2 Clearly better thanothers
Weak 3 Somewhat better than
others
The Same as Others Strong 1 Marginally betterthan others
Medium 2 The Same as Others
Weak 3 Marginally worse
than othersWorse than others Strong 1 Somewhat Worse
than others
Medium 2 Usually Worse thanothers
Weak 3 Considerably Worsethan others
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The Importance
Performance Matrix
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By applying the importance performance matrixoperations managers can translate strategic into clear
priorities for the operation, identifying where limitedresources may best be spent to support theorganizations strategic intentions.
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THANK YOU