Non-cost Performances

Stefano Tonchia () and Luca Quagini ()
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Stefano Tonchia: Università di Udine
Luca Quagini: SDG Group

Chapter Chapter 3 in Performance Measurement, 2010, pp 23-34 from Springer

Abstract: Abstract This chapter assesses “non-cost” performances, their dimensions and indicators. It starts by discussing the multi-faceted aspects of quality, to which more indicators are linked, based on the principles of Total Quality Management (TQM). Particular attention is given to purchasing performances (supplier evaluation), the measurement of manufacturing and engineering quality, and quality costs. Time performances concerning both the product development cycle and the order handling processes are also covered in this chapter, explaining the difference between external performances (visible and perceived by customers) and internal performances (which the customers do not necessarily perceive). The final paragraph refers to flexibility which is dimensioned and articulated into performance indicators, as it is one of the most discussed and important among all corporate performances.

Keywords: Lead Time; Customer Satisfaction; Control Chart; Total Quality Management; Quality Cost (search for similar items in EconPapers)
Date: 2010
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-642-13235-3_3

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DOI: 10.1007/978-3-642-13235-3_3

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