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| Tekijä: | Garcia, G. |
| Otsikko: | Measuring performance at Northrop Grumman |
| Lehti: | Knowledge Management Review
2001 : JAN-FEB, VOL. 3:6, p. 22-25 |
| Asiasana: | CUSTOMERS MANAGEMENT KNOWLEDGE KNOWLEDGE MANAGEMENT |
| Kieli: | eng |
| Tiivistelmä: | The company discussed in this paper realized that its customers were not entirely satisfied, even though it had met its contractual obligations. To turn things around, program managers had to completely re-engineer the performance management system. In this paper the author explains how the organization created new performance measures using customer knowledge. Also the paper discusses the performance management system of Northrop Grumman Corp., a defense electronics, systems integration and information technology company. The author considers an establishment of an integrated product team to improve product definition, delivery and support. The paper considers support for system re-engineering and customer satisfaction. |
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