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Designing Individual Productivity Measures in Service Sector

Ismail, Noriszan and Abdul Rahman, Azizah (2004) Designing Individual Productivity Measures in Service Sector. In: Seminar Sains Pemutusan, 2004, Holliday Inn Resort, Penang.

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Productivity is the key success factor for all organizations. Improvements in productivity have been known to have a major impact on many economic and social phenomena. Companies must continuously improve productivity in order to stay profitable. Therefore, productivity should also be managed. This paper outlines the result of the authors’ research and development efforts generally in performance measurement, and particularly in productivity measurement. It discusses how to design a productivity measure for single worker in service sector. The research was conducted on the productivity measurement of an individual workshop maintenance worker specifically the mechanic. The study was carried at Syarikat Pengangkutan Maju Berhad workshop which is one of the main public transport providers in Johor Bahru. The Seven Steps methodology by Brinkerhoff and Dressler (1990) is applied to identify the productivity indices. The indices considered absenteeism, user satisfaction, timeliness, skill growth, and quality of deliverables in the productivity measurement. Five indices are constructed. They are productive hour for mechanics, customer satisfaction and communication, skill in conducting tasks, absenteeism and quality of deliverables. An Objective Matrix is then used to integrate all the indices and come out with a composite index. The overall score is produced from the matrix. The productivity score is formulated by the difference of the current productivity compared with previous productivity. This paper is organized as follows. The first part is the overview of the paper. Second part is the methodology, starting with the flow of conducting the study, designing the measures and finally techniques apply to obtain the final productivity figure. Third part talks about the result base from the case study.

Item Type:Conference or Workshop Item (Paper)
Uncontrolled Keywords:Productivity, measurement, Objective Matrix, performance, single productivity measure, benchmark
Subjects:H Social Sciences > H Social Sciences (General)
Q Science > QA Mathematics > QA75 Electronic computers. Computer science
Divisions:Computer Science and Information System (Formerly known)
ID Code:3291
Deposited By: Norazlizafarah Anuar
Deposited On:23 May 2007 04:50
Last Modified:01 Jun 2010 03:08

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