PERFORMANCE MANAGEMENT AND ORGANISATIONAL GROWTH
PERFORMANCE MODEL continues
DIMENSIONS
Dimensions | Measures | |
Financial Performance | Profitability – gross, net, Cash flow | Gross profit = 44% Net Profit = 16% Cash flow = High |
Competitiveness | Relative market share | Market Share =20% |
Customer Service | Patient/customer retention, loyalty, number of complaints, ambience | Complaints = Low Ambience = High Loyalty = High |
Flexibility | Delivery rate, versatility at work, speed of response to customer’s request | Del. Rate = High Versatility = High |
Resource Utilisation | Productivity, utilisation rate, | Productivity = High |
Innovation | Learning/training, R/D spending, new product | Training = High R & D = High |
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