warranty claims. Hence the level of performance a business attains is a function of the efficiency and effectiveness of the actions it undertakes, and thus:
. Performance measurement can be defined as the process of quantifying the efficiency and effectiveness of action.
. A performance measure can be defined as a metric used to quantify the efficiency and/or effectiveness of an action[1].
. A performance measurement system can be defined as the set of metrics used to quantify both the efficiency and effectiveness of actions[2], (Neely, 1994).