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Category 4 Measurement, Analysis and Knowledge Management

Category 4 Measurement, Analysis and Knowledge Management. Linda Bounds Vice President-Financial Services Joel Felten Vice President-Information Systems. Performance Measurement 4.1. Midway’s Performance Measurement System Selects information Supports organizational planning

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Category 4 Measurement, Analysis and Knowledge Management

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  1. Category 4Measurement, Analysisand Knowledge Management Linda Bounds Vice President-Financial Services Joel Felten Vice President-Information Systems

  2. Performance Measurement4.1 • Midway’s Performance Measurement System • Selects information • Supports organizational planning • Achieves deployment and integration • Goal of Performance Measurement System • Achieve key results and strategic objectives • Anticipate organizational or external changes

  3. Stakeholder Key Requirements4.1a Key Requirements Company Goals Competitive pricing Product availability Accurate, intact shipments Friendly, courteous, respectful, ethical service Product selection Easy to do business with Fast delivery Knowledge Timely, relevant, quality, marketing communication Industry support Good salary and benefits Job security The right tools and support to do my job Advancement opportunities Opportunities to utilize my knowledge, skills and abilities in my job Clear communication of goals, expectations and direction by management Meaningful, satisfying job assignment(s) Decision making authority in my job Friendly, courteous, respectful, ethical environment Honest, constructive feedback on my work Customer Satisfaction Employee Satisfaction Friendly, courteous, respectful, ethical relationship Easy to do business with Timely payment Candid two-way communication Vendor Satisfaction Financial Performance Support the NRA and Second Amendment Industry Support Shareholder Satisfaction Receive the Baldrige Award ISO Registration Six Sigma Green Belt Certification Modern Management Practices

  4. Company Goals Company Requirements Department Scorecard Performance Measurements4.1b Individual Scorecard Product Availability In-stock Rate Shipping package quality Customer Satisfaction Accurate, Intact Shipments • In-stock rate by product line • Package quality rate • Picking error rate • Ship QC invoices per hour Fast Delivery Easy to do business with Abandoned Calls

  5. Company Key Measures4.1b

  6. Process Measurement 4.1b

  7. Strategic Objective Goals4.1b

  8. Deployment 4.1a(3), 4.1b Detailed Area Performance Measure Supervisor Daily Review Area Key Process Measures Monthly DLT Review Department Scorecard Monthly Review with President Company Scorecard Monthly SLT Review

  9. Integration4.1 a(3), 4.1 c

  10. Measurement Linkage to Leadership System Measure Results • How do we gauge performance and • Improvement? • Company Key Measures • Key Process Balanced Scorecard • Company Goals Results • Presentation • Department Scorecards • Individual Performance Measures

  11. It’s all about the business! 4.2 • Management of Information • Management of Knowledge • Management of Technology

  12. Management of Information 4.2a(1), a(2) • In House Software Development • ISO 7.3 Design Control System • Integration • Accessibility to information • Future information needs

  13. Management of Information 4.2a(1), a(2) • Business Intelligence – Standardized Reports • Real time reporting of key processes • Customer Complaint Management • Vendor Resource Center

  14. Management of Knowledge 4.2a(3) • MidwayUSA Intranet (SharePoint) • ISO, process summaries and work instructions • University of MidwayUSA for training • New employee training process • Exit employee process • Knowledge Center

  15. Management of Technology 4.2b(1) • Reliable, Secure, and User-friendly Systems • Monitoring Systems and Applications • Change Management System • Information Systems Measures

  16. Management of Technology 4.2b(1) • Integrated Contingency Plan • Redundancy, backups, etc. • Meeting the needs of a changing business • Training, conferences, reading, networking • Strategic planning • With each process area • Review hardware and software product road maps

  17. How can you get started?4.1, 4.2 • First 30 days: • 4.1 Create a listing of your performance measures • 4.2 Assess your information & knowledge management • At 90 days: • 4.1 Determine which measures provide actionable information • 4.2 Prioritize the opportunities for improvement and address the quick fixes • At 1 year: • 4.1 & 4.2 Integrate with strategic planning process to achieve company support

  18. Questions? Thank you! Our best wishes to you in your pursuit of performance excellence! For more information: www.AmericaNeedsBaldrige.com qms@midwayusa.com

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