|
Measurement
is generally done in five categories:
- Timeliness. Is the key output delivered on time, such as loan decision time
or hold time?
- Accuracy. This is generally an error
rate: items wrong/total items.
- Productivity.
Total output divided by total people = output per person. For example, transactions per teller.
- Cost. Total cost/Total unit output
= Cost per unit. To be accurate, a functional cost analysis system is generally
needed to perform this measurement.
|
