A QFD based performance measurement tool

The re-engineering of its business processes should allow an organisation to obtain dramatic performance improvements while also emphasising the focus on the customer. It is widely accepted that in order to improve the performance of a process, it must be measured and this forms the basis of the approach undertaken and described in this paper. This performance measurement approach identifies a range of high level, customer oriented performance measures that can be used to measure any business process. A Quality Function Deployment (QFD) based tool incorporating this approach is described. This QFD based tool allows a user to develop a set of performance measures (or use the measures provided) that accurately measure the performance of a particular process.