PSY 320 Lecture Notes - Lecture 21: Balanced Scorecard, Sick Leave, Customer Satisfaction
Document Summary
Limited measure (ie. financial report, quantity of output ) Balanced scorecard, organization report card, data envelope analysis. Efficiency - astute use of resources to achieve performance. Criteria for good measures (same as for individuals and groups) Input measures - measures of consumables used to produce or deliver a produce or service. Ie. variability in defects, consistency inservice, regulatory of delivery. Output measures - measures of attributes of the end-product/service delivered to customers. Outcome measures - indicators of progress toward strategic goals. Impact measures - indicators of population of social benefits. Productivity - extent to which the organization is improving its efficiency (process quality) and output (product/service) quality. Process quality (efficiency) - improvement in the production process. Output quality - improvement in the value of the product/service. Financial performance - extent to which the organization generates financial value. Solvency - measure of liquidity, cash flow, and payment of long-term debt.
