QICID: 18782

A performance excellence scorecard can be an effective tool to help an organization align its goals with its measured performance. Key areas to measure are: customer desired outcomes, outcomes undesired by customers, product and service attributes customers desire, process characteristics customers desire, producer desired outcomes, outcomes undesired by producers, producer desired product attributes, and producer desired process characteristics. Measurements can become time wasters or irrelevant, be used as weapons, and not lead to improvement. Measurements also differ in conjunction with the different values and priorities of customers and producers. But they are useful when they reflect priorities and are relevant, are easy to construct and maintain, are understandable and are used strictly for improvement. Organizations can better align their operations with customer priorities by articulating customer desired priority outcomes, determining how to measure each outcome, setting numerical improvement objectives and due dates, and focusing on products critical to success. Additional steps involve identifying the end-user, learning customer expectations, measuring for these expectations, redesigning products to achieve outcome goals, improving response time, and implementing changes to boost performance.

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