• Summary
  • Contents
  • Subject index

This text provides informative, short introductions to the core concepts of Operations Management. This text contains more than 50 concept entries and is fully cross-referenced.An outstanding reference for Operations Management students at all levels. 

Performance
Performance
Internal versus External Performance

Organisational performance is difficult to manage because managers only partially control those factors by which markets will assess a firm's performance. Figure 6 makes a distinction between internal and external performance. Managers can exert direct control over internal performance measures: by investing, training, staffing, and motivating, they can improve performance along one of the internal dimensions. In contrast, the external performance of a firm is assessed by several different and independent parties through a process of value perception (see Customers).

Figure 6 Internal vs. external performance

The internal performance of an operations system has traditionally been described along five dimensions:

  • Cost: Refers to ...
  • Loading...
locked icon

Sign in to access this content

Get a 30 day FREE TRIAL

  • Watch videos from a variety of sources bringing classroom topics to life
  • Read modern, diverse business cases
  • Explore hundreds of books and reference titles