ABSTRACT
This chapter provides an updated, comprehensive, and step-by-step process of how to develop work performance measurements at any level within an organization and how to evaluate the effectiveness of the performance measures. The implementation of performance measurements for a specific process should involve as many employees and stakeholders as possible to stimulate ideas and reinforce the notion that this is a team effort requiring buy-ins from all involved in order to succeed. An important aspect of performance measurement involves the classification scheme used. Most systems will have both quantitative and qualitative data. In identifying the process, an understanding of what you want to measure is of critical importance. Usually there are many processes and functions, each potentially needing performance measures. Performance goals can be established for the overall process output and the critical activities that produce the output. Performance measurements are usually formulated based on one or more raw data inputs.
