Introduction ....................................................................................................................................... 5
The aim of this guide ....................................................................................................................................... 5
Who this guide is for ........................................................................................................................................ 5
How to use this guide ..................................................................................................................................... 5
1. What is productivity? .................................................................................................................. 9
Production .............................................................................................................................................................. 9
Service Operations ......................................................................................................................................... 10
Productivity ......................................................................................................................................................... 11
Improving Productivity ................................................................................................................................ 12
Section Review ................................................................................................................................................. 13
Agenda for Action........................................................................................................................................... 13
2. How productivity is measured ..............................................................................................15
Single Resource Productivity