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Fitzgerald Model - Performance Measures
The Fitzgerald model is a performance measurement system specifically for service industry. Fitzgerald (1991) describes a feedback/feed forward model in which performance measurement is part of the feedback/feed forward control mechanism to stimulate action and organisational learning. Fitzgerald acknowledges that many service organisations are diversified and face problems of geographical dispersion. He suggests the formation of strategic business units (SBU). An SBU is defined as
... an operating unit which sells a distinct set of products or services to an identifiable group of customers in competition with a defined set of organisations.
Each unit has its own performance measures (see figure).
The following is a table of activities associated with a project at Bill Figg Enterprises, their durations and what activities each must precede: Activity Duration (weeks) Precedes
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process layout
c) Role of computers in Production/Operations Management
Your company makes baby seats for cars and RVs. Your main product was designed some time ago, and new and better engineering data are available, but your product has a good record
What kind of data would be considered a NOD?/ REFERENCE WHERE THE INFO CAME FROM
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Discuss how front-line employees are critical to customer assessment of service quality. Identify the challenges faced by front-line employees.
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