GET OUT AND RIDE THE TRUCKS

摘要

Performance measurement is a common problem in manufacturing. Not because management doesn't know what to measure, but because management is typically far removed from what is measured and the analysts working the data are narrowly focused on statistics. This can result in the data being misinterpreted and management making decisions that make life unbearable for front-line workers. Several years ago, while working in operations research at a regional phone company, I was handed a problem by the vice president (VP) of operations. It seems the report rate (the rate at which customers were reporting phone problems) was growing at an alarming 17 percent per year.