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This workshop is designed to guide the development of a family of performance measures
(quality and productivity) for the top management of an organization.
An appropriate measurement system is identified that fits with the organization's
strategic thrusts and is linked to intended downstream improvement initiatives.
The senior executive participants understand the power of self-developed measures as an
improvement driver for the rest of the organization.
The purpose of this workshop is to provide managers and supervisors of operating
divisions, examples and mechanics of measuring productivity, quality and customer service
in their organization. Emphasis is on measurement's linkage to strategic planning
(upstream) and to improvement initiatives (downstream).
Attendees will be able to select or direct the selection of appropriate measures for
their group and institutionalize the use of a family of measures as a key part of their
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