5 Measures Output Goals and key figures Only

5 Measures Output Goals and key figures Only what can be measured can be improved. Finding measurable performance indicators is essential for monitoring process and product performance. In this context, the key objectives such as customer satisfaction is defined by meeting customer requirements or limiting product liability through demonstrable quality. The indicators should assess efficiency and effectiveness. The tail of the turtle symbolizes the process output or the result. This can be information, a service or a product, as well as a combination of all of these. With the turtle method, you put together what this result should in each case characterize or achieve. This is based on the requirements of the customer or the follow-up process. In detail, you note: § Properties and functions of the result § Quality characteristics of the result § Type and scope of information that is generated in the process § Service for the customer or follow-up process 6 FROMM Engineering Turtle Method 1

Input In order for the process to start, it needs process input from a previous process. It is symbolized by the turtle's head. Process input is always information that says something needs to be done. This is the trigger for the process to start. The process may also require material, parts, or other products that are transformed in the process and transformed into the result. In the turtle diagram, you record which input is required for the process. For example: § Type and amount of information the process needs to start and become active § Material, parts, components, assemblies, products § Customer requirements or quality features that are important § Instructions on what exactly should be done Process In the process, you describe exactly what should be done to achieve the desired result, the process output. They give terms such as: checking, assembling, advising, writing, creating, sorting, testing, measuring, . . . These process activities make up the body of the turtle. 2 With What? Resources Nothing comes from nothing, what exactly is required? The material resources required to achieve the desired process result must be identified. The following resource groups must be taken into account here: § The infrastructure with the systems, tools, programs etc. § The working environment with the design of the workplaces. How? Methods, procedures and instructions The goal is optimized information supply. In order to ensure reproducibility, it is important to determine what information the staff needs and how they should be provided with the information. This can e. g. in the form of instructions, specifications, checklists or drawings. In this context, also determine who is responsible for the creation and when the information must be available. With Whom? Responsible, involved and affected Identify the personnel involved and define their competence requirements. Who is involved in the process? What know-how is required for this? These questions must be answered in order to know the necessary skills, abilities and skills of the employees. 3 4