Exercise—Performance Measures

Situation A

A banking operation’s measures are based on volume of items processed within a day’s time. Each team has a certain amount of volume that they have to meet for the week. Some work is easier and faster to process than other work, and often the teams process the easiest work first. However, the customer is paying for and expecting timely deposit of items. Management is very frustrated by the fact that the oldest work is not being processed first.

Image    1.   What is wrong with the teams’ measure?

Image    2.   What ...

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