Quantitative measures such as cost and time are easy to
understand since they are tangible. However, the availability
of such data is dependent on firm’s own management ofoperation. If such data was recorded systematically, then it
will be relatively easy to collect and compile the necessary
information. Reliability is a more difficult construct to
measure but assessment is still possible through the use of
composite metrics in which multiple variables associated with
the reliability of performance are measured through the use of
metrics. Performance metrics are measures of an
organisation’s activities and performance (Zigmund and
Babin, 2007). The details of each key performance
indicators are discussed hereunder.