Measuring Operational Performance

Slack et al. (2007) describe five basic performance objectives which can be used to measure operational performance.


Operations management can have an impact upon a broad range of stakeholders; customers, employees, suppliers, shareholders, society. Slack, Brandon-Jones and Johnston (2011) describe five generic performance objectives that can be applied to different aspects of operations, in order to analyse performance; quality, dependability, speed, flexibility and cost. To add context to this article, two differences in the approach of two fictitious retailers, Supermarket's A and B will be considered.

Figure 1. Performance Objectives within Grocery Industry Stores; Supermarket A (Series 1), Supermarket B (Series 2).