OR Insight · 1991 · 17 citations · 0 references
ManagementChange ManagementPerformance ManagementContinuous ImprovementQuality ImprovementTotal Quality ManagementBusiness ContinuityBusiness Process ReengineeringContinuous Quality ImprovementOperational ExcellencePerformance ImprovementProcess RedesignContinuous Improvement PlanningIncremental ImprovementSustained Improvement
When the CEO of a small engineering firm asked us to set up a performance measurement system to “drive” his business, we were left wondering what to measure and how to measure it – given that his information systems were in a somewhat chaotic state. This article describes the authors' attempts to derive some order from the prevailing chaos and to use it as the foundation stone for a continuous improvement culture.