McDonald, T.; Con a h, D. W.
A icle
Measu ing o ice p oduc i i y
Sou h A ican Jou nal o Business Managemen
P o ided in Coope a ion wi h:
Uni e si y o S ellenbosch Business School (USB), Bell ille, Sou h A ica
Sugges ed Ci a ion: McDonald, T.; Con a h, D. W. (1989) : Measu ing o ice p oduc i i y, Sou h A ican
Jou nal o Business Managemen , ISSN 2078-5976, A ican Online Scien i ic In o ma ion Sys ems
(AOSIS), Cape Town, Vol. 20, Iss. 2, pp. 47-51,
h ps://doi.o g/10.4102/sajbm. 20i2.939
This Ve sion is a ailable a :
h ps://hdl.handle.ne /10419/218016
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S.A .J.Bus.Mgm .1989,20(2)
47
Measu ing
o ice p oduc i i y
T.
McDonald*
Depa men
o
Compu e Science, Uni e si y o he O ange F ee S a e, P.O.
Box
339, Bloem on ein, 9300
Republic o Sou h A ica
D.
W.
Con a h
Depa men o Managemen Sciences, Uni e si y o Wa e loo, Wa e loo, On a io, Canada
!dany o ga~iza ions
o~a>'
a e cau~h
in
he g ip o a se e e p oduc i i y c isis. I he e
is
an u gen need
o
imp o e o ice
p od':1c 1 1 y,
h~ ~
1s
also a need o be able o measu e p oduc i i y
in
a sui able way. All he
mea~u ~s o o al o ice
p oduc 1 1 y
ha ha e been ound
in
he li e a u e, ei he do no say how
o
measu e he
quah a 1 e aspec~s
o
he ou pu o h?w he quan i a i e and quali a i e aspec s a e o be combined. In his
pape . a measu e
1s
p oposed ha conside s bo h he e ec i eness (quali y and imeliness) and e iciency aspec s
o
o ice ou pu . An o e all composi e p oduc i i y index
is
p o ided. We eel ha he p oposed measu e
is
an
ad ance o e cu en me hods o measu ing o ice p oduc i i y.
Baie o ~a~is~sies
is
andag asge ~ng
in
'n e ns ige p oduk iwi ei sk isis. Saam me die ems ige behoe e om
p oduk 1w e1 e e be e , gaan die behoe e om p oduk iwi ei op 'n geskik e
wyse
e mee . Die bes aande
maa s awe an p oduk iwi ei
in
'n kan oo omgewing neem nie die kwali a iewe aspek e an die a oe ,
o
die
wyse waa olgens die kwali a iewc en kwan i a iewe aspek e gekombinee moe wo d,
in
ag nie. In hie die
a ikel wo d 'n maa s a oo ges el wa beide die kwali a iewe en kwan i a iewe aspek e an die a oe an
'n
kan oo
in
ag neem. 'n Algehele saamges elde p oduk iwi ei sindeks wo d e ska . Die ge oel
is
da die
oo ges elde maa s a 'n e be e ing
is
op huidige me odes om p oduk iwi ei
in
die kan oo omgewing e mee .
•
To
whom co espondence should be add essed
In oduc ion
Many
o ganiza ions oday a e caugh
in
he g ip o a
se e e p oduc i i y c isis. One o he easons o his
is
he con inually ising cos s associa ed wi h he whi e
colla wo k- o ce. Some economis s o ecas ha i
o ice
cos s a e allowed o con inue ising a he cu en
a es, hey
will
double in he nex
six
yea s (CPRG,
1981).
Nobody in business can abso b such an inc ease.
Su eys conduc ed
in
he U.S. (Ab aham,
1981)
show
ha he cos o compensa ing o ice wo ke s accoun o
mo e han hal
o
he cos s o o ices. O hese
compensa ion cos s, mo e han 75% a e a ibu ed o he
p incipals -execu i es, manage s, and p o essionals. I
is
ob ious whe e p oduc i i y imp o emen
is
mos
needed.
I
hese ising cos s do no
go
hand
in
hand wi h
p oduc i i y imp o emen , he consequences would be
high
in la ion, high unemploymen , and a gene ally
lowe s anda d o li ing. This p esen s a eal challenge o
managemen oday.
O ice suppo echnology (e.g. elec onic mail,
elecon e encing, decision suppo sys ems,
managemen in o ma ion sys ems, e c.)
is
being
in oduced o help mee his p oduc i i y challenge.
The e
is
widesp ead ag eemen among leade s
in
he
in o ma ion p ocessing indus y ha his echnology
is
essen ial o imp o ing he p oduc i i y o o ganiza ions,
and ha hose o ganiza ions ha expec o ha e a
a ou able compe i i e and economic posi ion
in
he
coming yea s mus ake ad an age o i (Diebold,
1980).
I he e
is
an u gen need o imp o e p oduc i i y,
he e
is
also a need o be able o measu e p oduc i i y
in
a sui able way.
A
a minimum one needs o jus i y he
in oduc ion
o
o ice suppo sys ems. Many a emp s
a e epo ed in he li e a u e. Measu es o p oduc i i y
ha e adi ionally ocused on manu ac u ing. These ha e
been designed o measu e he quan i a i e aspec s o he
ou pu , and a e only app op ia e o lowe -le el
s anda dized o ice asks. Fo mo e complex and
S"1bjec i e
asks such
as
hose o he p incipals,
quan i a i e measu es alone a e insu icien . We need
measu es ha in ol e he quali a i e aspec s as well,
conside ing he na u e o many o ice asks. Wha
we
equi e
is
he abili y o measu e o al o ice p oduc i i y.
As ye , he e exis s no me hodology o measu e o ice
p oduc i i y
in
such a comp ehensi e way.
All
he measu es o o al o ice p oduc i i y ha ha e
been ound
in
he li e a u e, ei he do no say how o
measu e he quali a i e aspec s
o
he ou pu
o
how he
quan i a i e and quali a i e aspec s a e o be combined.
This pape
is
an a emp o o e come his de iciency.
Be o e ou p oposed me hod
is
gi en, exis ing
p oduc i i y measu emen s
will
be e iewed and hei
sho comings discussed.
De ini ions o p oduc i i y
T adi ionally, p oduc i i y
is
de ined as he a io
o
ou pu s o inpu s (S assman, 1981).
Ou pu
P oduc i i y
=----
Inpu
This
way
is
use ul when he o ice en i onmen and job
unc ions emain unal e ed be o e and a e he
in oduc ion o o ice equipmen .
'I
nei he he inpu s
no he ou pu s a e
in
any way al e ed quali a i ely, hen
a dec ease in he cos o inpu (e.g. labou sa ings)
o
an
inc ease
in
he a e o ou pu (e.g. p oduc ion
48
imp o emen ) will yield a posi i e inc ease in
p oduc i i y' (S assman, 1981). ~ecause a w~ll-
conduc ed design and implemen a ion
o
an_
o~ 1ce
suppo sys em will mos su ely change.
an_
o gamza 10~,
in a quan i a i e as well as a quah a J e way,
~1s
app oach is no app op ia e o measu e o al o ice
p oduc i i y. . .
The abo e de ini ion conside s only he e 1c1ency
aspec s
o
he p oduc i i y. A possible way
o
emedy
his is o de ine p oduc i i y as
(CPRG,
1981):
P oduc i i y = E iciency x E ec i eness
E ec i eness as used in he abo e o mula is
conside ed o be 'doing he igh hing'. E iciency is
conside ed
o
be 'how well we a e doing wha e e i is
ha
we
do'. E iciency and e ec i eness a e
measu ed
on a scale
o
1 -
10
by means
o
ques ions
o
he o m: '
how e ec i e/e icien
do
you hink you
d;~~~men
is
now?'
(CPRG,
1981). This su ely
is
much
oo subjec i e o be
o
much alue o managemen .
Tapsco (Tapsco , 1982) has indica ed
ha
o
iew
p oduc i i y as simply a ela ionship be ween
he
quan i y
o
he inpu and he quan i y
o
he
ou pu
wi hin a gi en p oduc ion uni is
no
su icien .
He
obse ed ha he p oduc s
o
o ice wo k can
be
imp o ed bo h in e ms
o
hei quan i y (e iciency)
and
quali y (e ec i eness).
Tha
is:
P oduc i i y
Ou pu
(quan i y
and
quali y)
Inpu (quan i y)
This o mula has
bo h
e iciency
and
e ec i eness
dimensions, which we eel is a mo e in he igh
di ec ion. Howe e , Tapsco gi es no indica ion
o
how
o
measu e he quali y
o
he
ou pu ,
no
how he
quan i y and quali y should be combined.
He shey (1982) de ined o ice p oduc i i y as:
'yielding use ul, needed, and high-quali y p oduc s
o
se ices wi hin an accep able ime pe iod, while
minimizing use
o
capi al
and
pe sonnel esou ces and
conside ing
he
a ec
o
in e ela ed ac i i ies and
pe sonnel upon each
o he '.
He
conside ed his as a
measu e
o
o al e ec i eness
a he
han e iciency.
He
ga e no indica ion
o
how
o
compu e
he
p oduc i i y
om his de ini ion,
no
how
o
measu e
he
e ec i eness ac o s.
Ke inge (1983) p oposed ha wo ypes
o
ou pu
indica o s should
be
de eloped.
The
i s is he
adi ional me hod o p oduc i i y,
o
be
used when
s udying quan i a i e
ou pu .
The
second is an o e all
e ec i eness c i e ia ha should be used when s udying
hose o ice p oduc s
and
se ices whose alue
is
mo e
subjec i e. Howe e , hese issues should no
be
sepa a ed.
The
quali a i e aspec s should
be
aken in o
conside a ion when compu ing any so
o
index
o
o ice
p oduc i i y.
E e e ,
He schaue & Ruch (19~1) p oposed a
S.
-A . Tydsk . Bed y sl.
1989
,20(2)
quan i y p oduc i i y a io
( he
adi ional p oduc i i y
a io
o
labou
ou pu
o e
labou
inpu )
and
a quali y
p oduc i i y a io
o
he
o m:
Quali y-p oduc i i y = A
pU
+
cE
Whe e
A =
numbe
o
uni s accep able
and
ee o
e o s; U =
numbe
o
uni s p ocessed; E =
numbe
o
uni s subjec
o
co ec ion
p ocedu es;
p = p ocessing
cos
pe
uni ;
and
c = cos
pe
uni o co ec ion
p ocessing.
In his o m he dimensions
a e
he
numbe
o
'good'
uni s p oduced
pe
dolla
spen
o
p oduce
and
co ec .
E en hough his o mula p o ides o quali y
measu emen ,
i has applica ion only in a
ma ke
o
p oduc ion
en i onmen
whe e
'accep able'
uni s can
easily be iden i ied. This is a ely
he
case o
he
ou pu
o
mos o ices.
The e
he
ou pu s
a e
mos ly accep able
e en hough hey could ha e
been
'be e '.
S assman (1981) sugges ed
ha
in o ma ion
p oduc i i y has wo meanings.
One
add~esses
h.e
in e nal e iciency wi h which a
s anda d
o ice ask
1s
ca ied
ou .
The
o he
is e ec i eness, which
is
de e mined
by
he
pe o mance,
quali y, esponsi eness,
and
igh scope
o
he
ou pu .
The
e ec i eness
p oduc i i y is
compu ed
as
he
a io
o
alue
added
o
o e head
labou cos s. Value
added
is
measu ed
by
emo ing om o al sales
e enue
all hose expenses ha
ep esen pu chases.
E en
hough
he
e ec i eness
p oduc i i y measu e
is
aluable by i sel , i is used
sepa a e om
he
e iciency measu e.
Tho
(1983) sugges ed
ha
he
nominal g oup
echnique be used
o
design p oduc i i y measu es. By
weigh ing he di e en measu es ound in his way, an
o e all, composi e p oduc i i y
measu emen
index can
be
cons uc ed. Some
o
he
componen s
o
his index
migh
be
ep esen a i e
o
quali y, imeliness,
and
o he
ac o s ha
canno
be
included in a aw e iciency
measu e.
The
idea
o
a composi e index is in e es ing
and
will be
adop ed
by
ou
p oposed
measu e
as well.
The
only p oblem wi h
he
wo k
o
Tho
is
ha
he
is
cons uc ing an o e all
pe o mance
index
and
no
a
p oduc i i y index.
S abell (1982)
p oposed
a amewo k
based
on
mic o-
economic p oduc ion
heo y
o empi ical esea ch on
he e ec s
o
o ice echnology.
The
o ice is
seen
as an
in o ma ion-p ocessing ac i i y. In o ma ion p ocessing
is con as ed
o
ealiza ion ac i i ies,
and
he
i m
is
de ined as a se
o
in o ma ion-p ocessing and
ealiza ion ac i i ies.
The
echnical e iciency
(a
measu e
o
he deg ee
o
which a i m is p oducing acco ding o
bes p ac ice)
o
ealiza ion ac i i ies is
p oposed
as a
measu e
o
o ice p oduc i i y.
This e iew co e s,
o
he
bes
o
ou
knowledge, mos
o
he o ice p oduc i i y measu es
ha
a e
epo ed
in
he li e a u e. They
a e
aluable in
ha
hey show
di e en aspec s
ha
one
migh conside when
measu ing p oduc i i y.
To
summa ize: a comp ehensi e
S.A .J.Bus.Mgm .1989.20(2)
measu emen echnique should measu e
bo h
e iciency
and e ec i eness ac o s.
The
e ec i eness ac o s
conce n (e.g. see
He shey,
1982): quali y, imeliness,
use ulness,
need,
and
in e uni impac . All he ac o s
should be combined
in o
one
o mula o gi e an o e all
p oduc i i y
measu emen .
As ye ,
no
such o mula
exis s. In wha ollows
an
a emp
is
made o de elop
such
a measu e o
o al
o ice p oduc i i y.
P oposed
measu e
The ollowing o mula is sugges ed as a measu e
o
o al
o ice p oduc i i y:
P oduc i i y
=-----
To al
cos s
Whe e i goes om
one
o he o al numbe
o
di e en
ou pu s; N; = quan i y
o
ou pu
i; Q; = weigh
o
he
quali y ac o o
ou pu
i;
T;
= weigh
o
he imeliness
ac o o
ou pu
i;
W;
= weigh o change o dolla s he
alue
o
ou pu
i.
I
is
clea om
he
abo e o mula ha bo h he
e iciency
and
e ec i eness ac o s
a e
conside ed. Only
quali y and imeliness as measu es
o
e ec i eness a e
included, al hough
he
o mula can be ex ended o
include
o he
quali a i e measu es as well.
The
eason
why
ac o s such as use ulness, need, and in e uni
impac a e excluded is
ha
hey
a e
likely
o
be
s ongly
co ela ed wi h quali y
and
imeliness.
Fo
example,
ou pu
o
low quali y ypically
is
useless; ou pu ha
is
no ecei ed in
ime
is
no
likely
o
be
needed any mo e,
and he in e uni impac
is
mos p obably ela ed o he
quali y
and
imeliness
o
he
ou pu . Fu he mo e,
ou
use
o
he weigh s in
he
p oduc i i y o mula implies
ha he 'modi ie s'
be
independen
o
each o he . I hey
a e no ,
hei
in e dependence would ha e o be ac o ed
ou , which in
u n
would esul in subs an ial p oblems
o
measu emen .
The e ec i eness ac o s
a e
used o weigh he
e iciency ac o .
The
pu pose
o
hese weigh s a e
o
inc ease/dec ease
he
p oduc i i y when he e is an
imp o emen /de e io a ion in he quali y
o
imeliness
o
he ou pu , gi en
ha
all
o he
ac o s s ay he same. An
o ice can
be
wo king e y e icien ly, ye
be
comple ely
ine ec i e
a
he
same ime (Tapsco , 1982). Many
examples can
be
gi en
o
demons a e his poin , bu
one
will
su ice.
Conside
a Managemen In o ma ion
Sys em which gene a es needed managemen epo s.
Un o una ely
he
o ma ing
o
hese makes ~em
di icul o ead·
he e
a e
a lo
o
da a
and ye oo h le
, .
in o ma ion.
We
need
a measu e
ha
will e lec his
disc epancy.
Be o e we
p oceed
wi h a discussion
o
how each
o
he abo e ac o s can
be
measu ed, we will explain wha
is
mean by each:
-Ou pu s.
These
a e
' he
goods
and
se ices p oduced
o use ou side
he
uni
unde
s udy, which a e o
deli e y
o
he use s
o
he
ou pu
and which a ~
in ended
o
achie e di ec ly he pu pose
o
he
um
49
unde s udy' (Mundell. 1983).
The
ou pu s
will
be
conside ed
o
be mul i-dimensional. consis ing
bo h
o
e iciency and e ec i eness dimensions. The
e iciency dimension is he quan i y
o
numbe
o
he
ou pu . The e ec i eness dimension consis s
o
i s
quali y and imeliness.
-Quali y. This is he deg ee
o
which a p oduc
o
se ice con o ms
o
a se
o
p ede e mined s anda ds
ela ed o he cha ac e is ics
ha
de e mine i s alue
o he ecipien s and i s pe o mance
o
he unc ion
o which i was in ended (E e e .
e
al
.• 1981).
-Timeliness. This is he deg ee
o
which a p oduc
o
se ice is p o ided when needed o
ende
a decision.
comple e
an
ope a ion.
o
ul ill ex e nal obliga ions
(He shey, 1982).
-Inpu . This
is
he o al cos
in
cons an dolla s
necessa y
o
p oduce he ou pu . Included in his
a e
all cos s incu ed o au oma ion pu poses.
Measu emen
To
speak meaning ully abou he quan i ies
o
o ice
ou pu s poses a non- i ial ask, o we
a e
in e es ed in
mo e han jus p in ed pages
o
he
numbe
o
in oices
p ocessed. Following a p ocedu e sugges ed by Mundell
(1983), o ice ou pu s can
be
iden i ied by
means
o
a
hie a chical delinea ion
o
he objec i es
o
an
o ganiza ion. This is con inued h ough lowe
and
lowe
o de s un il con enien sized
ou pu s,
which
a e
p oduced o use ou side he o ganiza ion,
a e
ob ained.
Fo
a comple e discussion
o
his
me hod
and
some
case
s udies whe e i has been applied, he
eade
is e e ed
o
Mundell (1983). Once he
ou pu s
a e
iden i ied, a
coun ing sys em can be ins alled a he place whe e
he
ou pu s lea e he bounda ies
o
he o ganiza ion.
As men ioned ea lie . he. a io
o
he
numbe
o
accep able ou pu s
o
he o al
numbe
p oduced is
no
a
sui able measu e
o
quali y in
an
o ice en i onmen .
Fo
ins ance, a badly w i en epo wi h whi e-ou showing
in se e al places may be 'accep able·.
On
he
o he
hand.
a nea
and
well-w i en epo wi h bold ace
whe e
needed, nice ables, and g aphs is also accep able. Su ely
he second epo is
o
much
highe
quali y
han
he
i s .
Wha is needed is a measu e
o
quali y
ha
will e lec
such a di e ence.
Bai (1982) s a ed: '
...........
he
ul ima e judge
o
quali y
is
he ecipien
o
he end-p oduc s
?
he
o ganiza ional uni '.
He
also sugges ed
ha
quali y
can
be
measu ed by subjec i e judgemen s om
he
p oduc 's ecipien s. Following his easoning.
each
ecipien
o
he
ou pu
can
be
asked
o
a e
he
quali y
o
he ou pu by means
o
a sco e.
The
ecipien judges
he
quali y acco ding
o
a se
o
p ede e mined
s and~ds
ela ed o i s alue and he pe o mance
o
he unc ion
o which i was in ended. A sco e
o
100
is
assumed
o
be
a s anda d sco e.
The
quali y weigh can he e o e be
compu ed by:
Q Quali y sco e
o
ecipien
100
50
I
se e al ecipien s ecei e he same ype
o
ou pu ,
he mean alue
o
hei sco e can be used in he o mula
abo e.
Timeliness
is
he deg ee o which ou pu
is
p o ided
when needed.
I
ou pu
is
p o ided on ime, ha ou pu
should ecei e a sco e o
100.
Ou pu ecei ed la e
would ea n a lowe sco e and ou pu ecei ed ea ly could
ea n a highe sco e. This should be judged sepa a ely o
e e y di e en ype o ou pu , because i
is
possible ha
ou pu ecei ed ea ly could be a disad an age and
ou pu ecei ed la e, migh no be much o a p oblem. I
would depend on he i em. The adjus men
in
he sco e
should he e o e be based on he impo ance
o
he
imeliness o ha speci ic ou pu . The imeliness weigh
can hen be compu ed by:
Timeliness sco e
o
he ecipien
T 100
The ac ual de e mina ion
o
he weigh s equi es ha
he esponden s ( he ecipien s
o
he 'o ice p oduc ')
ea hem
as
a io measu es. This sugges s ha he
ques ions asked ough o e lec his ac . An example
o
such an app oach would be:
-Compa ed o you expec a ions, you s anda ds
o
wha
is
app op ia e and accep able,
is
he quali y
o
he p oduc ecei ed be e , wo se
o
he same? I i
is
ei he be e
o
wo se, wha pe cen age change would
you a ach o his di e ence in i s alue? As examples,
is
he alue
o
he p oduc enhanced by 20% because
o
i s supe io quali y?;
o
is
i wo h 25% less o you
because
o
i s poo quali y?;
o
is
he p oduc 's quali y
such ha i s alue
is
equi alen o ha which you
expec and ind app op ia e?
So a ,
we
ha e indica ed how
o
ob ain he quan i y,
quali y, and imeliness weigh s o each ype
o
ou pu .
Nex he di e en ou pu s mus be agg ega ed. The
ou pu s a e, howe e , mos o en no
o
one kind and,
because
we
canno add dissimila hings he ou pu s mus
be weigh ed
in
some ashion. Mundell (1983) sugges ed
a ious possibili ies: labo hou s anda ds, p o i ma gin,
ma ke alue,
o
o he weigh s a ached o he ou pu . In
ou
o mula ion, he ou pu s a e di ided by cos s and
he e o e cos da a should be used as weigh s. When
using dolla alues, special ca e mus be aken because
p oduc i i y measu emen s o he same o ganiza ion,
aken o e di e en imes, a e usually compa ed. In ha
case, he dolla alues mus be educed
o
'cons an
dolla s'.
The las piece
o
in o ma ion ha
is
needed o
compu e he o e all p oduc i i y
is
he inpu . As de ined
abo e, his mus be o al cos : capi al cos s (including all
cos s incu ed o o ice suppo sys ems) and labou
cos s. These cos s should be ob ainable om he
adminis a ion
o
accoun ing depa men s.
Examples
Some hypo he ical examples
will
be used o illus a e he
impac
o
he e iciency and e ec i eness ac o s on he
p oduc i i y calcula ion.
S.-A .Tydsk .Bed y sl.1989,20(2)
-Conside an o ganiza ion ha makes no in es men
in
o ice suppo sys ems a all. Howe e , h ough
inspi ed leade ship and
be e
planning
some
o ganiza ional changes a e made. This esul s
in
an
imp o emen in he quali y
o
cus ome se ice.
O ice p oduc i i y
is
calcula ed in he manne
we
ha e sugges ed and i shows an inc ease compa ed
o
he p oduc i i y calcula ion be o e he o ganiza ional
changes. The eason o he inc ease is he highe
alue
o
he quali y ac o weigh .
-In he con ex
o
o ice suppo sys ems, conside
one
which inc eases o al cos s by 25% ( using a ealis ic
and de ailed calcula ion). This
is
o be done
o
elimina e he missing
o
deadlines, which occu s
25%
o
he ime.
And
each ime he deadline
is
missed
he
alue
o
he p oduc d ops by 50%. In addi ion,
he
o e all quali y
is
expec ed o app ecia e by 10% i
he
sys em
is
used.
Gi en ha
16
uni s a e p oduced
pe
week, and ha
each
is
alued a
100
dolla s, and ha cu en cos s a e
1200
dolla s
pe
week, he be o e and a e p oduc i i y
calcula ions a e as ollows:
P oduc i i y
(be o e)
12
X 1 X 1 X 100 + 4 X 1 X 0,5 X
100
1200
1400
1200
=l,167
16
X
1,1
X 1 X 100
P oduc i i y
=--------
(a e ) 1200 x 1,25
1760
1500
=1,173
In
o he
wo ds, he p oduc i i y
is
jus abou he same
wi h
o
wi hou he new suppo echnology.
This la e example poin s
ou
ano he
ad an age o
he p oduc i i y measu e.
I
p o ides he g oss a e o
e u n on o ice expenses, some hing which
is
o en
calcula ed o manu ac u ed p oduc s
bu
which has
been igno ed o o ice wo k.
Conclusion
The
exis ing me hods o measu e o ice p oduc i i y
we e e iewed.
I
appea s ha as ye , no me hodology
exis s o measu e o ice p oduc i i y in a comp ehensi e
way. Ei he he quali a i e aspec s
o
he
ou pu
a e no
aken in o conside a ion
o
hey a e
no
combined wi h
he quan i a i e ac o s.
In his pape a measu e was p oposed ha conside s
bo h he e ec i eness ( quali y
and
imeliness) and
e iciency aspec s
o
o ice ou pu .
The
e ec i eness
ac o s a e used o weigh he e iciency ac o . The
quali y and imeliness weigh s a e ob ained om sco es
p o ided by he ecipien s
o
he ou pu s.
The
quan i y
o
he ou pu s and he quali y and imeliness weigh s a e
combined and gi en dolla alues, and
hen
di ided
by

s.A .J.Bus.Mgm .1989,20(2)
o al
cos s, o p o ide an o e all composi e p oduc i i y
index.
A ew examples we e gi en o demons a e he
e ec
he e ec i eness ac o s ha e on he measu emen
o
he p oduc i i y. E en hough he e
is
s ill much wo k
o
be done, especially he alida ion
o
i s use
in
his
ield,
we
eel he p oposed measu e
is
an ad ance o e
cu en me hods
o
measu ing o ice p oduc i i y.
Re e ences
Ab aham,
S.
M. 1981. The impac
o
o ice au oma ed sys ems
on he p oduc i i y
o
manage s
and
p o essionals. AFIPS,
O ice Au oma ion Con e ence Diges , 165-175.
Bai , J.H. 1982. P oduc i i y assessmen
o
o ice in o ma ion
sys em echnology. In: R. Landau (Ed.), Eme ging O ice
Sys ems, Abex Publishing Co po a ion, 159-186.
CPRG.
1981.
P oduc i i y in he o ice: Pa
one
-
Unde s anding a di icul concep . The Co po a e
P oduc i i y Resea ch G oup Inc., To on o, Canada.
Diebold.
1980.
Measu emen
and
e alua ion echniques. The
Diebold G oup Inc., Pa k A enue Sou h, New Yo k.
E e e ,
E.A
.•
He scbaue , J.C. & Ruch,
W.A.
1981.
P oduc i i y and Quali y: Measu emen as a basis
o
imp o emen . New Je sey: P en ice-Hall.
51
He shey, G.L.
1982.
Le
quali y coun in p oduc i i y
measu emen . Wo d
~ing
and In o ma ion Sys ems,
p.25.
Ke inge , W.J.
1983.
Models
o
o ice p oduc i i y: Wha
eally can
be
expec ed. AFIPS, O ice Au oma ion
Con e ence Diges , 31-37.
Mundell, M.E.
1983.
Imp o ing p oduc i i y
and
e ec i enas.
New Je sey: P en ice-Hall.
S abell, C.B.
1982.
O ice P oduc i i y: A mic o-
economic amewo k o empi ical esea ch. O ice:
Technol. People, ol.
1.
91-106.
S assman. P.A.
1981.
O e iew
o
S a egic Aspec s
o
In o ma ion Managemen . AFIPS, O ice Au oma ion
Con e ence Diges , 17-28.
Tapsco , D.
1982.
O ice Au omalion: A use -d i en me hod.
New Yo k: Plenum P ess.
Tho , C.G.
1983.
P oduc i i y Measu emen in whi e colla
g oups. In: N. Leh e (Ed.) Whi e Colla P oduc i i y,
McG aw-Hill, 29-42.