PERFORMANCE MANAGEMENT AND ORGANISATIONAL GROWTH

PERFORMANCE MODEL continues

DIMENSIONS

DimensionsMeasures
Financial PerformanceProfitability – gross, net,
Cash flow
Gross profit = 44%
Net Profit = 16%
Cash flow = High
CompetitivenessRelative market shareMarket Share =20%
Customer ServicePatient/customer retention, loyalty, number of complaints, ambienceComplaints = Low
Ambience = High
Loyalty = High
FlexibilityDelivery rate, versatility at work, speed of response to customer’s requestDel. Rate = High
Versatility = High
Resource UtilisationProductivity, utilisation rate,Productivity = High
InnovationLearning/training, R/D spending, new productTraining = High
R & D = High

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