A world that is changing faster and faster forces companies to a continuous performance monitoring. Indicators give the impression to be the real engine of organizations or even the economy at large. But performance indicators are not simple observation tools. They can have a deep normative effect, which can modify organizational behaviour and influence key decisions. Companies are what they measure! The selection of good performance indicators is not an easy process. This monograph focuses on the designing of a Performance Measurement System (PMS), knowing that magic rules to identify them do not exist. Some indicators seem right and easy to measure, but have subtle, counter-productive consequences. Other indicators are more difficult to measure, but focus the enterprise on those decisions and actions that are critical to success. This book suggests how to identify indicators that achieve a balance in these effects and enhance long-term profitability.

Comprehensive monograph (in step with actual practice) on the art of designing indicators needed for performance management and quality control Includes supplementary material: sn.pub/extras

Autorentext

Fiorenzo Franceschini is a full professor of quality engineering at the Department of Management and Production Engineering (DIGEP), Politecnico di Torino (Italy). He has co-authored seven books, more than two hundred papers in international journals and conference proceedings, and two patent applications. His research interests are in the fields of quality engineering, manufacturing servitization and performance measurement systems. He is a member of the American Society for Quality (ASQ), the global leader in quality improvement and standards. Domenico A. Maisano Ph.D. is an associate professor of quality engineering at the Department of Management and Production Engineering (DIGEP), Politecnico di Torino (Italy). He has co-authored three books, more than one hundred papers in international journals and conference proceedings, and three patent applications. His main scientific interests are in the fields of quality engineering, performance metrics and industrial metrology. Luca Mastrogiacomo Ph.D. is an associate professor of quality engineering at the Department of Management and Production Engineering (DIGEP), Politecnico di Torino (Italy). He has co-authored two books, more than one hundred publications in international journals and conference proceedings, and three patent applications. His research interests are in the fields of quality engineering, collaborative robotics and manufacturing servitization.

Inhalt
Quality and process indicators.- Indicators criticalities and curiosities.- The condition of uniqueness in process representation.- Performance indicators properties.- Designing a performance measurement system.- Indicators, measurements, preferences and evaluations: a scheme of classification according to the representational theory.