Listed below are seven important benefits of performance
- To identify whether we are meeting customer requirements:
How do we know that we are providing the services/products that our customers require?
- To help us understand our processes: To confirm what we
know or reveal what we don't know: Do we know where the problems are?
- To ensure decisions are based on fact, not on emotion: Are
our decisions based upon well-documented facts and figures or on intuition and gut
- To show where improvement needs to be made: Where can we
do better? How can we improve?
- To show if improvements actually happened: Do we have a
- To reveal problems that bias, emotion, and longevity cover
up: If we have been doing our job for a long time without measurements, we might assume
incorrectly that things are going well. (They may or may not be, but, without
measurements, there is no way to tell.)
- To identify whether suppliers are meeting our
requirements: Do our suppliers know if our requirements are being met?
Fix the Process, Not the Blame
Be aware of the possibility that measures
will occasionally reveal performance that is below desired levels. When this happens,
don't shoot the measurer, and don't look for replacement measures that could show more
favorable results. Instead, take actions to find and fix processes that improve
performance. It is improvement---progress toward objectives---that demonstrates results
and inspires confidence.