Performance Measurements Performanc

Performance Measurements Performance can be evaluated in two ways. One way is to measure variables—that is, service or product characteristics, such as weight, length, volume, or time, that can be measured. The advantage of using performance variables is that if a service or product misses its performance specifications, the inspector knows by how much. The disadvantage is that such measurements typicallyinvolve special equipment, employee skills, exacting procedures, and time and effort.Another way to evaluate performance is to measure attributes; service or product characteristics that can be quickly counted for acceptable performance. This method allows inspectors to make a simple “yes or no” decision about whether a service or product meets the specifications. Attributes often are used when performance specifications are complex and measurement of variables is difficult or costly. Some examples of attributes that can be counted are the number of insurance forms containing errors that cause underpayments or overpayments, the proportion of airline flights arriving within 15 minutes of scheduled times, and the number of stove-top assemblies with spotted paint.