Below are listed some additional common performance measures not listed in Exhibit 2.1. 

 Which type of employee (senior managers, middle managers, or frontline operations managers) would typically use them?

a. Scrap and rework

b. Cash flow

c. Customer complaints

d. Quoted delivery times versus actual delivery times

e. Number of suggestions received

f. Direct labor cost as a percentage of sales dollars 

g. Machine downtime 

h. Production yield 

i. Employee satisfaction

j. Employee turnover

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EXHIBIT 2.1 The Scope of Business and Operations Performance Measurement Performance Measurement Category Financial Customer and market Quality Time Flexibility, agility, and resilience Innovation and learning Productivity and operational efficiency Sustainability Typical Organizational-Level Performance Measures Revenue and profit Return on assets Earnings per share Customer satisfaction Customer retention Market share Customer ratings of goods and services Product recalls Speed Reliability Design flexibility Volume flexibility New product development rates Employee satisfaction Employee turnover Labor productivity Equipment utilization Environmental and regulatory compliance Product-related litigation Financial audits Typical Operational-Level Performance Measures Labor and material costs Cost of quality Budget variance Customer claims and complaints Type of warranty failure/upset Sales forecast accuracy Defects/unit or errors/opportunity Service representative courtesy Flow processing or cycle time Percent of time meeting promised due date Number of engineering changes Assembly-line changeover time Number of patent applications Number of improvement suggestions implemented Percent of workers trained on statistical process control Manufacturing yield Order fulfillment time Toxic waste discharge rate Workplace safety violations Percent of employees with emergency preparedness training