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ENGINEERING PERFORMANCE METRICS
Author(s) -
DeLozier Randall,
Snyder Neil
Publication year - 1993
Publication title -
incose international symposium
Language(s) - English
Resource type - Journals
ISSN - 2334-5837
DOI - 10.1002/j.2334-5837.1993.tb01632.x
Subject(s) - customer satisfaction , computer science , quality (philosophy) , process management , total quality management , measure (data warehouse) , engineering management , performance measurement , work (physics) , point (geometry) , systems engineering , knowledge management , engineering , operations management , business , mechanical engineering , philosophy , geometry , mathematics , epistemology , marketing , database , lean manufacturing
Implementation of a Total Quality Management (TQM) approach to engineering work required the development of a system of metrics which would serve as a meaningful management tool for evaluating effectiveness in accomplishing project objectives and in achieving improved customer satisfaction. A team effort was chartered with the goal of developing a system of engineering performance metrics which would measure customer satisfaction, quality, cost effectiveness, and timeliness. The approach to developing this system involved normal systems design phases including conceptual design, detailed design, implementation, and integration. The lessons learned from this effort will be explored in this paper. These lessons learned may provide a starting point for other large engineering organizations seeking to institute a performance measurement system.