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To be able to improve performance effectively, it is important to identify the particular factors of performance to work with. Furthermore, it is important to find those factors that have a high impact on performance." (www.emeraldinsight.com) Performance improvement highlights processes and systems that need to be improved. Then, there is a follow-up with an action plan to improve the outcomes. The five main performance objectives are:
? Speed- how fast the process is being done?
? Cost- is it being bought down to minimum?
? Quality- How correctly the process is being done?
? Dependability- is it reliable?
? Flexibility- is the process being adjusted to customer requirements?
We will discuss these five objectives using the drive-thru process of McDonalds:
? Speed- How much time does a customer spend in McDonalds drive-thru? McDonalds' drive-thru target is 90 seconds...
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