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Overall objective:
To excel at having superior business
processes to satisfy
shareholders and customers
Overall objective:
To sustain the ability to change and improve
(Employee capabilities are a key
ingredient to this objective.)
Descriptions of how success in
achieving objectives will
be measured
Process quality measures
Time to process an order
Number of Returns
Defect rates
Yield ratios
Lead-times
Waste, scrap, and rework
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