First Edition Dated September, 2000 18
measures at each level should be limited in number, so as not to overwhelm
the improvement effort.
Features of a Performance Measure
Features of a performance measure include the following. Performance
measures:
• Should initiate and determine subsequent action.
• Are linked with the quality mission, strategy, and actions
• Are communication tools for the people in the process, the customer,
management, and line personnel
• Determine what gets done
• Exist at all levels of the organization, and are linked between levels:
high level down through shop level
• Are customer centered
• Are associated with internal work processes that address cost and
waste reduction, coordination, teaming, innovation and customer
satisfaction
• Establish trends over time, not just snapshots
• Provide information about the reasons for a problem, thus supporting
decision makers and problem solvers
• Expose non-productive improvement projects
• Contribute to direction, improvement and control
6. Process and Product Analysis for
Continuous Improvement and Robust Design
Section 4.1.3 The supplier shall analyze its products and
processes to identify and implement improvement actions to
positively impact the performance measures of section 4.1.2.
Due consideration shall be given to key characteristics and
