Performance measurement tools – Performance measurement is carried out in many businesses, yet it is often difficult to reach a deep enough level of understanding that provides a platform to drive improvements and understand changes in performance measurement.
ReThink use a specific time and motion work study technique called performance rating to measure performance. Performance rating is effective because it looks at both the pace and effectiveness of work.
For example, a colleague delivering a laden tray of food to a customer in a restaurant would walk at a slower pace than when unladen. Our experts analyse the performance to ascertain if the combination of their pace and the quality of delivery to the customer is optimised. If they are walking at the optimum pace to reach the customer as quickly as possible without spilling the food, being mindful of other customers and colleagues moving around or otherwise negatively impacting the overall quality of customer experience; that activity would be rated as 100 and “smart and business like”. If the performance was rated at 120, for example, it would suggest the process was rushed and likely to impact customer experience. A rating of 80 would suggest the work was being too slowly and the food would be less hot than desirable when it reached the customer.
Performance rating requires these analyses to be made on a process a number of times by a range of different employees. It is not about measuring the performance of an individual colleague; it is about creating a deep understanding of how processes and tasks in your business are performed and identifying opportunities to increase performance.
Our experience is that performance measurement identifies opportunities across three broad areas:
• System and equipment delays – including issues with systems not talking to each other effectively, simply inadequate Wi-Fi that slows everything down or broken equipment that requires a less efficient work around. (we see a lot of broken kit and lifts that really slow stock movement, for example)
• Inefficient processes – for example where double data entry is required, process flow is not optimised or the layout it is helping an employee do their job as efficiently as possible
• Culture/ leadership – sometimes performance is slower than it could be because of expectations set by managers within the business. This can either be caused by variance between individual managers or due to an overall performance culture in the business.
ReThink use both performance measurement ratings as they are to provide a measure of the opportunity in your business and provide benchmarks so you can move beyond an internal only view to get a wider perspective on performance within your business