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Data and Information Availability Atzmon, Demers, Gaunt, Hockenberger, Warren ETM 627 Engineering Management, Fall 2014, Dr. Burtner 7

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Performance Management System 9 Atzmon, Demers, Gaunt, Hockenberger, Warren ETM 627 Engineering Management, Fall 2014, Dr. Burtner

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CategoryIndicators Customer-Forced Results  Satisfaction  Perceived value  Loyalty  Retention  Positive referral Product and Service Results  Satisfaction  Decisions relative to future purchases and relationships  Goal of a defect-free delivery of products and services Financial and Market Results  New orders  Annual revenue Human Resource Results  Employee survey  Involvement in Learning Together tuition assistance program Organizational Effectiveness Results  Training effectiveness scores  Supplier on-time delivery Governance and Social Responsibility Results  Internal Audit results  Boeing Employee Community Fund donations 11 Atzmon, Demers, Gaunt, Hockenberger, Warren ETM 627 Engineering Management, Fall 2014, Dr. Burtner

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