Measuring
performance
-purpose
of
measurement
is
to
gather
information
·
measures
-
instruments
or
tools
used
to
gather
information
-
information
must
be
accurate
to
be
helpful
·
metrics-anxtype
of
measurement
used
to
gauge
a
quantifiable
component
of
performance
-
companies
measure
costs,
quality,
productivity,
efficiency,
customer
satisfaction
more
~use
to
understand
performance
·
performance
-
the
way
in
which
an
individual,
group
or
organization
carries
out
or
accomplishes
its
important
functions
processes
-data
must
be
accurate,
useful,
easy
to
interpret
reported
consistently
Measurement
in
Quality
Management
starting
point
in
an
arm
activities
-
uses
measurement
to
determine
how
performing
·
customer
service-series
of
activities
designed
to
attend
to
customer
needs
-measurement
-
how
are
we
doing?
-
assessment:
are
we
meeting
expectations?
-
Improvement:
now
can
we
improve
performance?
·
performance
measures:
quantitative
tools
used
to
evaluate
an
element
of
patient
care.
-
quality
measures
·
quality
indicators
-
measures
used
to
determine
organizations
performance
over
time
-
measurement
data
can
be
communicated
In
many
ways
-
measure
expressed
as
percentage
is
more
useful
than
measure
expressed
as
absolute
number
·
average
-
numerical
result
obtained
by
dividing
sum
of
two
or
more
quantities
by
number
of
quantities
-
arithmetic
mean
·
ratio
one
value
divided
by
another
-value
of
one
quantity
in
terms
of
the
other
Accuracy
~
correctness
of
numbers
-validity
of
numbers
·
validity
-
the
degree
to
which
data
or
results
of
a
study
are
correct
or
true
·
valid-relevant,
meaningful,
and
correct
-
appropriate
to
the
task
at
hand
Usefulness
-
must
be
useful
East
of
Interpretation
-
must
be
easy
to
interpret
-
purpose
of
performance
measurement
is
to
provide
information
·
line
graph-graph
in
which
trends
are
highlighted
by
a
line
connecting
data
points
