Performance Metrics   

Key department   processes   need   periodically   monitoring   and   measuring

  Key  Performance  Indicators  ( KPI )  assess  processes 

  whether  planned  objectives are met.

  Examples   of  KPI

  Customer Service:           

  FTR   First  Time Right ( Resolution )     

Suppliers: 

On time supply of  goods  

     %  =    On Time  Supplies       

               Total Supplies per vendor

   Production:                                                              Quality:         

Machinery  Maintenance time                           Goods  Returned     Recalled  

Down Time      : Hours  Days                                 Non conformances  

Set up  time       _    ,,   _                                        Rework   time &  cost 

   Customer Complaints:                                         Sales:

Resolution  time  : Hours  Days                              Sales per employee      

                                                                                      %  on time  shipments       

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