To ensure day-to-day operation of work processes met key process requirements, MidwayUSA (MW), a US Internet retailer and winner of the Baldrige National Quality Award in 2009 and 2015,,set many performance and process measures. Performance at the highest and most important level was measured by 13 Company Key Measures (CKM), which are direct measures of performance toward Organisational Goals and Stakeholder Key Requirements (SKR). Each SKR and each area process in a department had a Key Measur...

BPIR Categories

6.1.1 Plan key production & delivery processes
6.4.1 Improve process/service performance
6.4.2 Implement systems for managing the service

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