College: Performance measurement According to Schermerhorn and Chappell (5), performance measurement is a method of evaluating effectiveness and efficiency of actions in an organization. Effectiveness entails the level to which the organization meets customer requirements while efficiency evaluates how resources are utilized with an objective of meeting customer requirements. Characteristics of performance measurement include efficient customer orientation, use of information to improve on quality and a balance of results to necessitate the timely identification of problems. Performance measurement is based on goals and for objectives to be achieved, the goals should have the following characteristics. They should focus on quality over quantity, they should be considered in making budget decisions, should be clear to the public, feasible and collaborative. Just like other sectors of society, the concept of performance measurement has evolved over time. Traditional measurement focuses on financial measurement and is considered ineffective because it does not cater for the information needs of the current global market. On the other hand, modern measurement focuses on aspects like quality, time and flexibility to fit into the competitive global market (Schermerhorn and Chappell 45). According to Schermerhorn and Chappell (46), Customer management objective is to attain competitive differentiation in the global market. For successful integration with the organizations operations, the management strategies should be rooted in complete views of customers data. The traditional customer care system operates from contact centers to receive and handle customers requests and complaints. On the other hand, the modern method incorporates costs and processes in its operations to ensure that performance is within the budget costs. The information at hand is used to assess customer profitability to ensure that the strategies instituted are viable for the organization. Costumer management aims at validating decision making, guiding the organizations actions and predicting future states.Works citedDavid Chappell, John R. Schermerhorn, Introducing Management, Wiley amp. Sons, incorporated, New jersey, 2000.

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