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首页> 外文会议>IIE Annual Conference and Expo >Defining Metrics for Service Industry Knowledge Workers - A Balanced Scorecard Approach for Measuring Engineering Effectiveness
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Defining Metrics for Service Industry Knowledge Workers - A Balanced Scorecard Approach for Measuring Engineering Effectiveness

机译：定义服务行业知识工作者的指标 - 一种衡量工程效能的平衡记分卡方法

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As the contribution made by the service industry and its knowledge workers to the U.S. economy continues to grow, so does the importance of being able to successfully measure the value contributed by those workers. Specific focus needs to be placed on understanding the work of employees in an environment where the services, skill sets, and skill levels are highly varied. In particular, there is a need to determine how many of each type of service can be performed by each engineer, simultaneously, without sacrificing service quality. The authors propose a balanced scorecard approach that is specifically tailored to measure the performance and productivity of knowledge workers within a financial services engineering group. The challenges involved with a service application and the relatively intangible nature of the product are discussed and key lessons learned from the development are presented for the engineering manager.
机译：作为服务业及其知识工作人员对美国经济的贡献仍然发展，能够成功衡量这些工人所贡献的价值的重要性。特定的焦点需要在理解服务，技能组和技能水平高度多变的环境中了解员工的工作。特别地，需要确定每种工程师可以同时执行每种类型的服务中有多少，而不会牺牲服务质量。作者提出了一种平衡的记分卡方法，专门定制，以衡量金融服务工程集团内知识工作者的性能和生产力。讨论了服务申请和产品的相对无形本质所涉及的挑战，并为工程经理提供了从开发中汲取的关键经验教训。

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