Chapter 2, Problem 1DQ

Summary Introduction

Interpretation:Performance measurements techniques that can be used to evaluate fraternity or student organizations are to be discussed.

Concept Introduction:Performance measurement is the way of tracking the progress of the individuals related to the processes, products, services and the whole organization as an entity. It includes collection, analysis and reporting of information related to an individual, team or an organization.

Explanation of Solution

Performance measurements of a fraternity or student organization can be measured through the Baldrige Excellence Framework. Accordingly, the performance can be measured against seven categories,

1. Leadership
Observethe guidance of the management in leading the subordinates and the organization in the correct path as they address the responsibilities of each individual.
2. Strategic Planning
Take the team towards the strategic direction while analyzing and determining the key action plans.
3. Customer focus
Observe the addressing of the organizational needs and the customerpreferences while maintaining strong relationships with the customers that will enable customer retention.
4. Measurement, analysis and knowledge management
Effectively measure and analyzethe data and information to support the key organization processes and performance management system.
5. Workforce focus
Observe the alignment of the workforce with that of the organizational objectives as theyallow them to develop and sharpen their skillsthat will directly impact the achievement of the objectives.
6. Process Management
It includes evaluating the production, packing, delivery and distribution processes to assess their efficiency in contributing towards the objectives of the organization.
7. Results
It includes evaluatingthe business areas such as, customer satisfaction, human resources, operational performance, supplier and partner performance and corporate governance and social responsibility.