Atzmon, Demers, Gaunt, Hockenberger, Warren ETM 627 Engineering Management, Fall 2014, Dr. Burtner

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Data and Information Availability Atzmon, Demers, Gaunt, Hockenberger, Warren ETM 627 Engineering Management, Fall 2014, Dr. Burtner 7

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Performance Management System

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Category Indicators

Customer-Forced Results

SatisfactionPerceived valueLoyaltyRetentionPositive referral

Product and Service Results

SatisfactionDecisions relative to future purchases and relationshipsGoal of a defect-free delivery of products and services

Financial and Market ResultsNew ordersAnnual revenue

Human Resource ResultsEmployee surveyInvolvement in Learning Together tuition assistance program

Organizational Effectiveness ResultsTraining effectiveness scoresSupplier on-time delivery

Governance and Social Responsibility ResultsInternal Audit resultsBoeing Employee Community Fund donations

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http://patapsco.nist.gov/Award_Recipients/PDF_Files/Boeing_Aerospace_Application_Summary.pdf