Sample performance measures for organization processes

Summary form only given, as follows. The issue of planning for quality and productivity improvements in an organization has been examined. Rational actions toward achieving goals and objectives require strategic planning under multiple decision criteria. Those criteria can be customer satisfaction, lack of necessity for reworking, total dollars income/total dollars spent, etc. They are usually interdependent and not necessarily quantifiable in monetary terms. Once a number of feasible strategies are generated, estimates of the expected measures of performance according to the various criteria must be produced. this is a fundamental input to the selection of the alternative (or alternatives) to be implemented, given previously identified as well as unfolding scenarios. Given the essential multicriteria nature of the planning process, guidelines for choosing analytical evaluation tools are outlined. Emphasis is placed on the particular application context of improving quality and productivity of data processing organizations. For the example context, candidate alternative strategies and evaluation criteria, within the major dimensions of the multicriteria evaluation problem, have been suggested.<>