1. Review the specific improvement goal and the 5 proposed measurements which have been recommended achieving the specific goal. 2. Discuss the level of ease or difficulty in timely obtaining the data and reporting the specific recommended measurement, and 3. Recommend which measurement or measurements are the best if implemented at achieving the goal or operational objective.

Over the past 3 months, the customer service center at Undergrounds (UG) has received an increase in customer complaints about defective coffee grinders.

Operations Management has recommended the following measurements they hope will decrease the manufacturing defect rate of the bean grinder.

Goal: Improve manufacturing quality by decreasing grinder manufacturing defects Balanced Scorecard Dimension: Internal Processes

Possible Measurement Data Easy to Obtain & Track?

Behavior motivated by reporting this measurement

1 Test each grinder 2x during the manufacturing process 2 Reduce the defect rate by 50% over the next 6 months 3 Reduce the manufacturing cost of the grinder by 15% over the next 6 months. 4 Identify the manufacturing steps just prior to each grinder failure. 5 Improve the manufacturing cycle time of the grinder.