OR Society Criminal Justice Special Interest Group Meeting slides (June 27th 2012)

1. If you can’t measure a
process, you can’t manage it.
What should you measure?
Ian J Seath
Improvement Skills Consulting Ltd.
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2. Process Improvement and Process
Management
Measure
Define Improve Control
Analyse
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3. What could you measure?
© 2012 Copyright ISC Ltd.

4. Process Measurement
Internal Measures Output Measures Satisfaction Measures
 Processing time (work  Error Rate or Accuracy  Perceptions of reliability,
time in process steps) (Right First Time) assurance, tangibles,
 Cycle-time (end-to-end,  Timeliness (delivery vs. empathy, responsiveness
elapsed time) deadline/requirement)
 Delay or Waiting time  Completeness  Any “objective”
(e.g. between steps) measures gathered by
Conformance to customer(s) or
 Volume (input) 
Standard stakeholder(s)
 Cost (direct cost per  Success Rate/Attrition  Compliments
transaction) Rate/Output Volume
 Overhead cost  Complaints  Awards
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5. Selecting process measurements…
 Decide what you’re trying to achieve, then
decide what you need to measure
 No measurement without recording
 No recording without analysis
 No analysis without action
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6. Ian J Seath, Director
Improvement Skills Consulting Ltd.
www.improvement-skills.co.uk
ian.seath@improvement-skills.co.uk
M: 07850 728506
@ianjseath
6 © 2012 Copyright ISC Ltd.