Page 433 - F2 - MA Integrated Workbook STUDENT 2018-19
P. 433
Performance measurement techniques
3.6 Measuring quality
Quality is an issue whether manufacturing products or providing a
service.
Examples of non-financial performance measures for different business areas:
Production department Wastage levels
Meeting emissions targets
Sales department Number of new customers
Staff cost per customer
Call centre Number of abandoned calls
Average length of time of calls
Distribution centre Customer complaints
Accuracy of delivery
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