"Chart a course for every endeavor that we take the people's money for, see how well we are progressing, tell the public how we are doing, stop the things that don't work, and never stop improving the things that we think are worth investing in."
President William J. Clinton, on signing the
Government Performance and Results Act of 1993
Today when we talk about customer satisfaction and quality, we talk not only about the quality of products and services that totally satisfy customer needs and expectations in every respect on a continuous basis but we also talk about the quality of processes, information, people, systems and objectives. In short, quality is all encompassing is the way of life.
The greatest realization in the pursuit of quality is that all this can happen only if people have a shared vision for the company and are totally committed to giving their best.
For people to cause change in technology and systems they need to demonstrate behavior, which fosters teamwork based on the values of self-discipline, patience, openness, respect and trust.
Performance measures are recognized as an important element of all Quality Management programs. Managers and supervisors directing the efforts of an organization or a group have a responsibility to know how, when, and where to institute a wide range of changes. These changes cannot be sensibly implemented without knowledge of the appropriate information upon which they are based.
Performance management is not simply concerned with collecting data associated with a predefined performance goal or standard. Performance measurement is better thought of as an overall management system involving prevention and detection aimed at achieving conformance of the work product or service to your customer's requirements.
Additionally, it is concerned with process optimization through increased efficiency and effectiveness of the process or...