Question: Performance is considered at three levels (also as a hierarchy). This Is orthogonal to the Process Hierarchy and looks at performance measures of the defined

Performance is considered at three levels (also as a hierarchy). This Is orthogonal to the Process Hierarchy and looks at performance measures of the defined system (i.e. the bit we have control over).

Performance Hierarchy: Societal (TBL) Strategic Operation

Discussion activity

Identify performance metrics (e.g. for your coffee shop) at each of the three levels of performance. Quality, Speed, Dependability, Flexibility, Cost framework can be a useful starting point at the operations level.

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