turning performance objectives into operations priorities

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    Presented By:-

    Mriganka Chakraborty(46)Saurav Dey(66)

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    While service concept defines the nature ofservice to be provided, the performanceobjectives define the competitive or strategicpriorities for the operations.

    Performance objectives are also the basis for

    development of performance measurementsystems and a key way of linking operationsperformance measures to strategy.

    Introduction

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    Competitive organizations have to compete on many

    different criteria which might include:-

    Price Quality

    Availability

    Reliability

    Speed of service

    Flexibility

    Range of services

    New service development

    Uniqueness

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    Two dimensions importance and performance canbe used to help operations manager prioritize these

    objectives so that they know where it is appropriateto spend time, effort and money.

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    The importance of a factor can be assessed in termsof its importance to customers(internal or external).

    Three categories of importance are:-

    Qualifiers

    Order Winners

    Less Important Factors

    Importance

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    May not win business but play an important part inretaining business, by which we mean customers or

    sources of fundings. If performance falls below a certain point compared

    to other organizations, business may be lost. Aninternet service provider may lose customers if

    access to its network is slower or more difficult thanthrough its competitors.

    Qualifiers

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    These are relatively unimportant but should not beignored because they may become as source of

    advantage at some future point.

    Less Important Factors

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    OrderWinners(Attractors)

    Strong 1 Crucially importantto attract business

    Medium 2 Important to attractbusiness

    Weak 3 Useful for attracting

    new business

    Qualifiers(retainers) Strong 1 Vital for retention

    Medium 2 Important forretention

    Weak 3 Useful for retention

    Less Important Strong 1 Not usuallyimportant

    Medium 2 Rarely consideredimportant

    Weak 3 Not at all important

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    It is the second dimension for assessing performanceobjectives, is concerned with the performance of each

    objective against other or competing organizations. A nine point scale can be used to assess relative

    performance of any of the factors

    Performance

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    Better than others Strong 1 Considerably betterthan others

    Medium 2 Clearly better thanothers

    Weak 3 Somewhat better than

    others

    The Same as Others Strong 1 Marginally betterthan others

    Medium 2 The Same as Others

    Weak 3 Marginally worse

    than othersWorse than others Strong 1 Somewhat Worse

    than others

    Medium 2 Usually Worse thanothers

    Weak 3 Considerably Worsethan others

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    The Importance

    Performance Matrix

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    By applying the importance performance matrixoperations managers can translate strategic into clear

    priorities for the operation, identifying where limitedresources may best be spent to support theorganizations strategic intentions.

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    THANK YOU