Employees and product or service quality

In this lesson

1. 0:00 Introduction to non-financial performance indicators
2. 0:09 Measuring employee performance and engagement
3. 0:59 Assessing product and service quality
4. 2:38 Operational and financial quality measures

About this lesson

You'll discover practical metrics like staff turnover, customer retention rates, complaint numbers, and production cycle times—all essential for Performance Management and Strategic Business Leader papers. Understanding these indicators helps you link employee engagement and quality standards to business strategy, a critical skill for case study success. The video walks you through specific metrics under each category. For employees, we cover staff turnover, training days per employee, satisfaction surveys, absenteeism, and workplace accidents as indicators of workforce capability and engagement. For product and service quality, you'll explore customer-focused measures including complaint numbers, warranty claims, retention rates, and social media sentiment, recognising that poor quality threatens organisational survival. The lesson emphasises that cost and quality are interrelated: successful organisations must balance competitive pricing with the quality standards their market demands. Operationally, you'll learn to track order fulfilment timeliness and production cycle times, then tie these back to financial measures like quality costs. By selecting the right metrics across these areas, you'll be able to measure performance, compare results, and take informed action—exactly what examiners expect to see in your strategic recommendations.

Duration: 3m