chapter  7
32 Pages

Performance measurement frameworks

Performance measurement and the improvement cycle Traditionally, performance measures and indicators have been derived from costaccounting information, often based on outdated and arbitrary principles. These provide little motivation to support attempts to introduce TQM and, in some cases, actually inhibit continuous improvement because they are unable to map process performance. In the organization that is to succeed over the long term, performance must begin to be measured by the improvements seen by the customer.