The measurement of outputs in business is critical to any organization. What is important, of course, is making sure what is being measured is germaine to the success of the venture.
Two ways of measuring outputs are to look at the voice of the process and the voice of the customer:
The Voice of the Process
- Output measures that describe the actual outputs and capabilities of the process
The Voice of the Customer
- Output measures that describe customer’s needs, wants, and expectations
Both measurements are important to understand what is needed by the customer, and what the system is delivering to satisfy those needs.
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