Exercise – The idea of performance measurement is relatively easy to devise an exercise around. For example, get students to identify an operation with which they are familiar (fastfood restaurants, shops, public transport systems, etc.) and task them with devising suitable performance measurement systems. This should involve them deciding on the most important performance objectives for the type of operation, devising performance measures that reflect the performance objectives, debating the most appropriate form of performance standards and then discussing the practical implications of how to make such a performance system work. For example, how often should measurements be taken and who should take the measurements and so on.

Teaching hint – If you are feeling bold. Ask the students to list ways in which the performance of a university lecturer could be assessed!

Teaching hint – Get students to devise benchmarking strategies for different types of operations.

For example: ‘How could a retail bank benchmark itself against its competitors’ levels of branch service’?