PERFORMANCE MEASURES AND BENCHMARKING

BY: Paavni Sharma Priya diwan Surbhi Goyal

BASIC CONCEPTS: OBJECTIVES

Establish baseline measures and reveal trends Determine which process needs to be approved Indicate process gains/losses

Compare goals with actual performance

Provide information for individual and team evaluation Provide information to make informed decisions Determine the overall performance of the organisation

T YPICAL MEASUREMENTS
Human Resources Customers Production

R&D
Suppliers Marketing and sales Administration

CHARACTERISTICS OF GOOD MEASURES

Simple Few in number Developed by users Relevance to customers Improvement Cost Visible Timely Aligned Results

Mc DONALDS : KEY PERFORMANCE INDICATORS

NUTRITION & WELL-BEING 1) Of fering Menu Choice Average number of items, per market menu , that contain at least 1 serving of fruit or vegetables Average number of items, per market menu, that contain at least serving of fruit or vegetable 2) Providing Nutrition Information Percent of nine largest markets that provide nutrition information in-restaurant Percent of nine largest markets that provide nutrition information out-of-restaurant (i.e. websites)

EMPLOYMENT EXPERIENCE 1) Employee Training And Development Percent of crew members satisfied that they receive the training needed to do a good job Percent of managers who feel the person they report to supports their professional development 2) Management Opportunities For Women Percent of company -operated restaurant managers who are women Percent of worldwide leadership (VP and above) team who are women

COMMUNIT Y 1) Philanthropic Activities (Worldwide) Total corporate cash and in -kind contributions in millions 2) Local Economic Impacts Total capital expenditures in top nine markets (investments in new and existing restaurants in billions ) 3) Social Taxes Total social taxes paid by McDonalds in top nine markets in millions 4) Income Taxes Total income taxes paid by McDonalds in top nine markets in billions

ENERGY USAGE IN THE RESTAURANT Estimated average kilowatt hours used per guest count (kWh/GC)16

MALCOLM BALDRIGE NATIONAL QUALIT Y AWARD

BALANCE SCORE CARD APPROACH

BENCHMARKING

INTRODUCTION
Benchmarking is a systematic method by which organisations can measure themselves against the best industry practices. It promotes superior performance by providing an organised framework through which organisations learn how the best in class do things, understand how these best practices dif fer from their own, and implement change to close the gap. The essence of benchmarking is the process of borrowing ideas and adapting them to gain competitive advantage. It is a tool for continuous improvement.

BENCHMARKING CONCEPT

PROCESS
Decide what to benchmark Understand current performance Plan Study others

Learn from the data

Use the findings

AT&TS 12 STEP PROCESS

XEROXS 10 -STEP PROCESS

THANK YOU!!