The Work System Method - Department of Computer Information ...

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Metrics • The value of a metric is a number describing how well a work system or part of a work system is currently operating or operated in the past. Here are some examples:
Aspect of performance (c) Steven Alter 2012 Metrics and Performance Gaps Metric (specific measure of performance in this situation) Current value of metric Realistic desired value of metric Amount of production Total output per week 50 units per week 60 units per week Speed Cost Inefficiency due to rework Errors Customer satisfaction Average time to resolve customer questions Cost per invoice handled 4 hours 2.5 hours $5.35 $2.00 Rework rate 10% 3% Error rate in calculations Customer satisfaction ratings from a survey 3% 0.5% 6.2 out of 7.0 on a monthly survey Equipment utilization Uptime of equipment 99.5 % 99.8% 6.7 out of 7.0 on a monthly survey
Page 1 and 2: The Work System Method Introduction
Page 3 and 4: Work System • Work System - a sys
Page 5 and 6: Examples of Work Systems (from pape
Page 7 and 8: A Limiting Paradigm… Viewing Sys
Page 9 and 10: © Steven Alter, 2010 Work System F
Page 11 and 12: Basics of Work System Method Syste
Page 13 and 14: Work system snapshot example (c) St
Page 15 and 16: Explain why the following is or is
Page 17 and 18: Customers The people who receive,
Page 19 and 20: Intermediate Products and Services
Page 21 and 22: Information Includes codified and
Page 23 and 24: Infrastructure Human, informationa
Page 25 and 26: Strategies The guiding rationale a
Page 27 and 28: Typical problems in work system sna
Page 29: Metrics Metrics are measures of pe
Page 33 and 34: Level of Abstraction & Analysis •
Page 35 and 36: Q: Should Business Professionals An
Page 37 and 38: Work System Method: a kind of Syste
Page 39 and 40: Chapter 1 Systems a mess: Seven Com
Page 41 and 42: Different types of overlap between
Page 43 and 44: Consistency guidelines…
Page 45 and 46: Metrics? Derived form an improveme
Page 47 and 48: Use the template tool Name the sna
Page 49 and 50: Common pitfalls Is the Work System
Page 51 and 52: Four key parts of The Executive Sum
Page 53 and 54: Extensions to the basic Work system
Page 55 and 56: Work System Life Cycle Model (conti
Page 57 and 58: Terminology for Talking about Work
Page 59 and 60: Assumptions built into the work sys
Page 61 and 62: Initiation Clarify the reasons for
Page 63 and 64: Development • Process of specifyi
Page 65 and 66: Implementation Process of making t
Page 67 and 68: Conversion to the new work system
Page 69 and 70: Typical Issues (continued) Implemen

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