Information is everywhere, modern life depends on information. The faster we process data and generate meaningful outcomes, the better. Any IT project produces a lot of artifacts like software code, requirement documents, financial reports, traceability metrics, status reports, and so on. With all this documentation, we are often overloaded with information that makes the picture murkier. Having the wherewithal to capture the needed key performance indicators, there is still a gap between expectation and reality. This thesis is going to fill this gap between available metrics and desired indicators. The agile software development model has been around for a long time now. Today’s organizations are bigger than ever before and are competing in a changing landscape faster than ever before. Scaled agile models have helped the industry to ramp up on the human resources front but these models have not matched the needs of software maturity. Software status gathering and presenting tools are largely waterfall or small-scale agile-centered. The core of the agile approach is value creation but there is no single universal means to measure value. Our research intention is to present a standard value proposition in agile and provide metrics that are better suited for project managers. With help from empirical data, we not only identified the soar areas but also tried to remedy major concerns. To reach our goal, we used face-to-face interviews as our research strategy to get an account of firsthand experiences with the existing KPIs and what are the challenges. Our data collection was done through interviews with domain experts or people with extended knowledge of the subject. Finally, we performed a thematic analysis of the data to find what are the common themes emerging out of the shortcomings of the existing tools and what are the common desired requirements from KPIs. We have given a generic definition of value as well as proposed some KPIs that might come in handy for the practitioners of SAFe.

Purpose The aim of this thesis is to find out the perception of the usefulness of key performance indicators (KPIs) among Logistics service providers (LSP) who are in the category of Micro and Small enterprises (MSEs) companies in Dhaka and Chittagong in Bangladesh. What is the perception of the usefulness of Key performance Indicators (KPIs) among the managers of LSP MSEs in Bangladesh? Methodology The data for this thesis was collected through qualitative research techniques through semi-structured interviews with 7 LSP MSE companies In Bangladesh. Theory Theory section highlighted the challenges LSP MSE companies continuously face. With an increasing number of companies, the number of LSPS are growing at a faster pace to support those companies. LSP MSE companies have to compete more in a vibrant market for which it is crucial for them to track the performance of their company and make continual improvements. KPIs are a performance measurement tool which can help the LSP MSE companies to be more competitive in the market as business survival is one of the main priorities of these companies.  Empirical findings, Analysis and Discussion This part presents the responses from the managers of LSP MSEs and then the narratives are explained with supportive theories. Findings show a moderate level of adoption of KPIs among the companies. With the right KPIs companies are able to turn the complex matter into a simple form with KPIs. KPIs can enable the companies towards better decision making processes with a clear picture about the direction. To improve the business performance, interviewed companies perceive that on time delivery, customer order cycle time, supply chain cycle time, on time shipping rate, number of customer returns, returns on investment, paying and returning customers are the most suitable for them. With KPIs they are able to act quickly when there is a downward trend in the company. Interviewed companies assert that KPIs provide a clearer view of the overall health of the organization than other performance assessment techniques.

AB Smådelar är ett företag som tar hållbarhet på allvar. Man har nyligenpresenterat sin första hållbarhetsredovisning och vill inför framtiden förbättra sig ytterligare avseende logistiken mot underleverantörerna. Då det finns ett fokus på hållbarhet vill AB Smådelar inte att de logistiska förbättringarna ska påverka Triple bottom line negativt, varför en modell har konstruerats för att kunna testa förbättringsförslagens inverkan före implementering.Studien är kvalitativ med abduktiv ansats och har utgångspunkt i semistrukturerade intervjuer. Syftet är att göra en nulägesanalys för att hitta förbättringsområden och föreslå åtgärder som kan effektivisera logistiken med samtidig positiv effekt på både ekonomisk, miljömässigoch social hållbarhet. Syftet är också att ta fram en enkel matrismodell för att strukturera och testa de planerade logistiska förändringarnas effekt över hela Triple bottom line.Utifrån nulägesbeskrivningen har grundläggande strategi för logistiskt arbete avhandlats, liksom Paretos princip, totalkostnadsmodellen, komplexiteter och balanced scorecard. Detta inom ramen för den ekonomiska hållbarheten. Vidare har även den sociala och miljömässiga hållbarheten avhandlats för att skapa en komplett bild över hela Triple bottom line.Resultatet av mina undersökningar visar att AB Smådelar har fördel av attbörja räkna på de totala logistikkostnaderna. De bör också inleda strategiska förändringar med inventering av leverantörer, kunder och produkter. Detta ska leda till effektivare lagerstyrning och planering av transporterna mellan AB Smådelar och underleverantörerna, vilket ska följas upp med nyckeltal, gärna i ett balanced scorecard där de drivande processerna mäts och inte bara utfallen. Det kommer även att leda till ett förbättrat resultat över triple bottom line. / AB Smådelar is a company with a strong focus on sustainability andrecently they presented their first sustainability report. The company now wishes to further improve their logistics without jeopardizing the Triple Bottom Line results.The study is qualitative and based on semi structured interviews. The purpose is to do a current state analysis to visualize improvement areas and to propose actions to get a more effective supply chain. A second purpose is to create an easy to use model to evaluate the planned logistical improvements for the effects on the Triple Bottom Line.Based on the current state analysis of the company different fundamentaltheories have been discussed as for example the Pareto principle, the total cost model, complexities and the balanced scorecard this within the frame of economical sustainability. In order to create a complete picture of thetriple bottom line also the social and environmental sustainability have been discussed.The conclusion of this study shows that AB Smådelar should start calculating their total logistics costs. Another action that is proposed is classification of suppliers, customers and products. Based on the classification improvements in inventory control and transports can be calculated, and be measured by Key Performance Indicators (KPI), preferably with the context of the balanced scorecard philosophy wherefocus is on the underlying process. This will eventually lead to an overall improvement of AB Smådelars Triple bottom line.

The definition of a project is that an individual or group of individuals carries out a work that results in a unique product or service. What is usually discussed in both the media and in the construction industry is the type of project that you can talk about. In this study, this is called conventional construction projects. There are also projects that you are not allowed to talk about and that must be kept secret for various reasons. These can, for example, be based on protecting national interests. In these projects, integrity is one of the most important parameters to keep track of from a management perspective. This study examines the work methodology in this area of the Swedish construction industry. The study is based on traditional project management theory and begins with a review of concepts such as critical success factors (CSF), the distinction between confidentiality and conventionality, key performance indicators (KPI) and the classic iron triangle. The study's question is whether these concepts appear and are applied differently in confidential construction projects compared to conventional ones. Are there any activities that are of utmost importance that they are carried out for a confidential project to be considered successful? The study was conducted as a qualitative, abductive study where information was obtained through semi-structured interviews. In total, eleven interviews were conducted with individuals who participated in some form of confidential construction project. All respondents have represented construction contractors during their time in confidential construction projects. The conclusion after the completed analysis of the interviews shows that confidential projects do not differ significantly in terms of project structure. On the other hand, this type of project is characterized by a much higher degree of accuracy regarding planning and implementation than a comparable conventional construction project. / Definitionen av ett projekt är att en enskild eller grupp av individer genomför ett arbete som resulterar i en, på något sätt, unik produkt eller tjänst. Vad som vanligtvis diskuteras i både media och i byggbranschen är den typ av projekt som du faktiskt får prata om. I denna studie kallas detta för konventionella byggprojekt. Det finns även projekt som du inte får prata om och som måste hållas hemliga av olika anledningar. Dessa kan exempelvis vara grundade i nationella skyddsintressen. I dessa projekt är integritet en av de viktigaste parametrarna att hålla koll på ur ett ledningsperspektiv. Denna studie undersöker arbetsmetodiken inom detta område i byggbranschen. Studien tar avstamp från traditionell projektledningsteori, och inleds med en genomgång av koncept såsom kritiska framgångsfaktorer (CSF), distinktionen mellan konfidentialitet och konventionalitet, nyckeltal (KPI) samt den klassiska järntriangeln. Studiens frågeställning är om dessa begrepp ter sig och tillämpas annorlunda i konfidentiella byggprojekt jämfört med konventionella. Är det några aktiviteter som är av yttersta vikt att de genomförs för att ett konfidentiellt projekt ska anses vara framgångsrikt? Studien har genomförts som en kvalitativ, abduktiv studie där informationsinhämtningen har skett genom semistrukturerade intervjuer. Totalt har ett antal om elva intervjuer genomförts med individer som deltagit inom någon form av konfidentiellt byggprojekt. Samtliga respondenter har representerat byggentreprenörer under deras tid i konfidentiella byggprojekt. Slutsatsen efter den genomförda analysen av intervjuerna visar att konfidentiella projekt inte skiljer sig avsevärt mycket sett till struktur på projektet. Däremot karakteriseras denna typ av projekt av en mycket högre grad av noggrannhet avseende planering och genomförande än ett jämförbart konventionellt byggprojekt.

The Federal Aviation Administration (FAA) is continuously assessing the operational performance of the National Airspace System (NAS), where they analyze trends in the aviation industry to help develop strategies for a more efficient air transportation system. To measure the performance of various elements of the aviation system, the FAA and the International Civil Aviation Organization (ICAO) developed nineteen key performance indicators (KPIs). This dissertation contains three research studies, each written in journal format, addressing select KPIs. These studies aim at answering questions that help understand and improve different aspects of airport operational efficiency. In the first study, we model the flight times within the terminal airspace and compare our results with the baseline methodology that the FAA uses for benchmarking. In the second study, we analyze the efficiency of deicing operations at Chicago O'Hare (ORD) by developing an algorithm that analyzes radar data. We also use a simulation model to calculate potential improvements in the deicing operations. Lastly, we present our results of a clustering analysis surrounding the response of airports to demand and capacity changes during the COVID-19 pandemic. The findings of these studies add to literature by providing a methodology that predicts travel times within the last 100 nautical miles with greater accuracy, by providing deicing times per aircraft type, and by providing insight into factors related to airport response to shock events. These findings will be useful for air traffic management decision makers in addition to other researchers in related future studies and airport simulations. / Doctor of Philosophy / The Federal Aviation Administration (FAA) is the transportation agency that regulates all aspects of civil aviation in the United States. The FAA is continuously analyzing trends in the aviation industry to help develop a more efficient air transportation system. They measure the performance of various elements of the aviation system. For example, there are indicators focused on the departure phase of flights measuring departure punctuality and additional time in taxi-out. On the arrivals side, there are indicators that measure the additional time spent in the last 100 nautical miles of flight. Additionally, there are indicators that measure the performance of the airport as a whole such as the peak capacity and the peak throughput. This dissertation contains three research studies, each one aims at answering questions that help understand and improve a different aspect of airport operational efficiency. The first study is focused on arrivals where we model the flight times within the last 100 nautical miles of flight. Our model incorporated factors such as wind and weather conditions to predict flight times within the last 100 nautical miles with greater accuracy than the baseline methodology that the FAA currently uses. The resulting more accurate benchmarks are important in helping decision makers, such as airport managers, understand the factors causing arrival delays. In the second study, we analyze the efficiency of deicing operations which can be a major source of departure delays during winter weather. We use radar data at Chicago O'Hare airport to analyze real life operations. We developed a simulation model that allowed us to recreate actual scenarios and run what-if scenarios to estimate potential improvements in the process. Our results showed potential savings of 25% in time spent in the deicing system if the airport changed their queueing style towards a first come first served rather than leaving it for the airlines to have their separate areas. Lastly, we present an analysis of the response of airports to demand and capacity changes during the COVID-19 pandemic. In this last study, we group airports by the changes in their throughput and capacity during two time periods. The first part of the study compares airports operations during 2019 to the pandemic during the "shock event" in 2020. The second part compares the changes in airports operations during 2020 with the "recovery" time period using data from 2021. This analysis showed which airports reacted similarly during the shock and recovery. It also showed the relationship between airport response and factors such as what kind of airlines use the airport, airport hub size, being located in a multi-airport city, percentage of cargo operations. The results of this study can help in understanding airport resilience based on known airport characteristics, this is particularly useful for predicting airport response to future disruptive events.

This master thesis investigates stakeholder perspectives on the adoption of Key Performance Indicators (KPIs) for sustainable construction of buildings. Study includes stakeholder views, preferences, and obstacles regarding adoption of sustainable construction initiatives by utilising a qualitative research approach. Key stakeholder viewpoints on the applicability, usefulness, and relevance are provided through qualitative interviews. Furthermore, stakeholder perspectives towards sustainability and process for development of KPIs are evaluated using qualitative surveys. The study utilises a case study methodology, focusing on a case company that is engaged in the construction of sustainable buildings, and employs a constructivist research design technique to comprehend the individual viewpoints and insights of stakeholders. To obtain in-depth insights, qualitative data gathering techniques like surveys and interviews are employed. A SWOT analysis (Strengths, Weaknesses, Opportunities, and Threats) is also included to determine internal and external variables impacting the adoption of KPIs and to systematically assess stakeholder viewpoints. The research findings shows that various stakeholders hold distinct opinions about the development of sustainable buildings. Although most stakeholders agree that KPIs are crucial for assessing sustainable development, there are significant differences in perspectives about sustainable initiatives in terms of the cost, lack of knowledge, and organizations involvement in decision-making. On the basis of the findings, recommendations are made to the case company to improve stakeholder involvement and collaboration in the development of KPIs for sustainable building construction. These include using standardised frameworks and rules for the creation of KPIs, incorporating stakeholder perspective into data gathering and analysis, and adopting collaborative approaches that engage stakeholders across the KPI life span.  The research contributes to the current discussion on sustainable construction approaches by addressing stakeholder perspectives and reservations, as well as influencing future efforts to develop and carry out effective KPIs in line with the goals and values of the company.

The study investigated the impact of accreditation, a process of external quality assurance (EQA) on university libraries in Kenya. The study demonstrated that globalization and commercialization had affected higher education systems. An increasing emphasis was towards outcomes of higher education and evaluators were looking for new data and indicators that demonstrate that students have mastered specific objectives because of their education. The philosophy of pragmatism formed the basis of this study and the mixed research method was used for data collection. This study adopted a sequential mixed model design and data was collected in two phases. Questionnaires and interview survey methods were used to collect both quantitative and qualitative data for this study. A total of 27 (87%) of the 31 respondents from private and public universities completed and returned the questionnaires. Based on the findings from the questionnaire survey five heads of university libraries were interviewed. The findings of the study established that accreditation had made significant impacts on university libraries in Kenya. It was evident that the university librarians did not undertake self-assessment as a step prior to the accreditation visit. The standards used for evaluation of university libraries only covered inputs. The types of measures collected were only descriptive inputs of the libraries. From the findings, it was evident that there was no collection of statistics nationally. It was also evident from the findings that there were no specific performance indicators to facilitate self-assessment and benchmarking between university libraries.The study recommended that CHE should also advocate the use of self-evaluation in university libraries and evaluate university libraries based on evidence of normative practice, hence the need for revision of the standards. The standards should focus on outputs and outcomes of the library programs as primary indicators of quality. The study further recommended that university libraries in Kenya adopt the use of standardized instruments for data collection such as LibQual. In order to develop a culture of assessment in university libraries in Kenya the study recommended a performance evaluation model with a set of nine criteria including 26 indicators. / Information Science / D. Litt. (Information Science)

The licence is a regulatory tool that regulatory use to assist in their regulatory functions. Licences restricts operator’s’ functions, but also serve as a guideline of acceptable conduct because a licence is a legally binding document containing prescribed conditions that the licencee must meet. If the licencee does not comply with these prescribed obligations and requirements, the licence may be revoked or the licencee may be penalized (Bladwin & Cave 1999). However, in order fro the mechanism of issuing a licence to be an effective mechanism of regulation, the regulator needs to regulate effectively in order to ensure that the licencee’s performance is of acceptable standard. The purpose of this study is to investigate the relationship between issuing a licence and the licencee’s performance; to investigate whether the performance indicators, as defined by ICASA, are adequate, and to develop appropriate performance indicators in order to evaluate Cell C’s performance. Issuing a licence to licencee does not guarantee that the performance of the licencee, such as Cell C, will be effective. Thus, the licencee needs to be evaluated. The case study design has been used for this project. The methodology includes in-dept interviews, documentary analysis, and implementation evaluation research. The report concludes that Cell C has met its licence obligations, that licencing is coupled with effective mechanisms to ensure that the licencee complies with performance requirements, but that, in order for the licencee to improve its performance, effective regulatory intervention is needed. / Communication Science / MA (International Communication)

As with many new technology implementations before, Business Intelligence (BI) implementations have come under scrutiny in terms of the value added to organisations. The latest academic research uses various different ‘traditional financial methods’ such as the Return on Investment (ROI) calculations to determine the value of investments. In some instances customized measurement tools are proposed as a result of empirical studies conducted. The main objective of this study is to perform qualitative investigation on the theoretical value of BI implementations in organisations. If it is assumed that BI does add value to organisations, the primary research question aims to investigate how this value is added. A balanced scorecard second generation approach is used as theoretical framework in order to address the question. This approach is also known as strategy mapping. The research process starts with an extensive literature review on the topic of BI value evaluations and BI related balanced scorecards and strategy maps. As a result, various theoretical and practical research contributions are produced. One of the theoretical contributions includes an inventory of previous academic literature on the topic of BI value evaluations. This inventory is also presented diagrammatically. A preliminary version of the BI balanced scorecard is developed and used as foundation for a semi-structured interview template to investigate the value of BI in organisations.\ The semi-structured interview template was used as primary data generation instrument to gather data for this multiple-case study project. Four organisations participated in the study. The data obtained from the study was analysed and presented using an updated version of the theoretical framework of the study and was labelled as the intermediate version of the scorecard. The intermediate version of the BI balanced scorecard provided valuable input towards investigating how value was achieved as a result of BI implementations. These results were verified as part of a final verification process through a consultation process with the same study participants. A final version of the BI balanced scorecard is presented and included in a complete BI value solution. This version of the balanced scorecard is also a valuable practical contribution of the study. The verified results of the investigation indicated the following:- (1) BI adds value to organisations in all four perspectives of the organisation, namely the business value perspective, user orientation perspective, operational excellence perspective as well as the future orientation perspective. (2) Furthermore, the study confirmed that BI adds value to organisations through a number of benefits including an increase in sales and compliance to regulatory requirements (to name a few). (3) However, the study also indicated that value-related studies must adopt a holistic approach in an attempt to cater for the many facets of the topic. (4) Despite the challenge of implementing BI in organisations, the perceived value of BI implementations amongst senior management remained positive. This was supported by the continuous implementation of new BI projects in organisations. (5) There was a definite relationship between BI implementations and organisational performance. This is evident through the positive impact on sales figures, risk and compliance management and operational management. The study contributes to the broader field of Information Systems (IS) in numerous ways. Firstly the research discovers gaps in existing research, then proposes a method to investigate the research question as a result of the gaps identified, and -iiiuses this method as a tool to investigate the problem. The main contribution of the study is to contribute to the body of knowledge by investigating the value of business intelligence to organisations. / College of Engineering, Science & Technology / D. Litt et. Phil. (Information Systems)

Bakgrund: Prestationsmätning utgör ett grundfundament i ekonomistyrning och avser styra i riktning mot långsiktiga mål. Vidare bör prestationsmätningen vara sprungen ur såväl långsiktiga mål som strategier där det på koncernnivå är av vikt att kongruens råder mellan moder- och dotterbolag. Vid utformning av en standardiserad modell för prestationsmätning måste hänsyn tas till rådande organisationsstruktur och företagsunika förutsättningar. Representerade mätetal avser påvisa kritiska områden med förhoppning att vidareutveckla verksamheten. Problemdiskussion: Koncernen Emballator Plastics & Innovations utgör tillsammans med underliggande dotterbolag ett konglomerat med koncerngemensam lean-strategi. Koncernen erhåller på månadsbasis rapporter över dotterbolagens prestationsmätning vilka upprättats utan direktiv ifrån koncernen och därmed är av särskiljande karaktär. Ett behov har uppkommit att låta standardisera en modell för prestationsmätning som samtliga dotterbolag kan nyttja för att enklare kunna skapa en övergripande bild över dotterbolagens prestationer. Prestationsmätningsmodellen skall vara standardiserad men samtidigt inte förbise företagsspecifika förutsättningar detta för att tillföra nytta på såväl koncern- som dotterbolagsnivå. Syfte: Denna studie syftar att utveckla en standardiserad prestationsmätningsmodell till Emballator Plastics & Innovations, vilken tar hänsyn till koncernens konglomerat och lean-strategi. Utvecklad prestationsmätningsmodell ämnar skapa en övergripande bild samt tillföra nytta på såväl moder- som dotterbolagsnivå. Metod: Detta är en fallstudie med kvalitativ ansats. Tillvägagångssätt för analys har varit av deduktiv karaktär där den teoretiska grunden i huvudsak baseras på vetenskapliga artiklar. Insamling av empiriskt material har erhållits via dokument samt intervjuer av övervägande semistrukturerad karaktär. Respondenter innefattar verkställande direktörer på koncern- liksom dotterbolagsnivå. Slutsats: Kongruens mellan långsiktiga mål och strategier på Emballator Plastics & Innovations och underliggande dotterbolag har identifierats. Med anledning av identifierad kongruens har förutsättningar funnits att utforma en standardiserad prestationsmätningsmodell. Väsentliga mätetal har utkristalliseras i avseende att skapa en övergripande bild över dotterbolagens prestationer. Modellens utformning främjar konglomeratet. / Background: Performance measurement is a basic foundation in financial management and control, where the intention is to fulfill long-term objectives. Performance measurement should therefore be developed with consideration to long-term objectives and strategies. Consequently, there is a need of congruence between the parent- and subsidiary level. When developing a standardized model for performance measurement, the current organizational structure and conglomerate needs to be considered. Represented key performance measurement aim to demonstrate the critical areas with the intention to influence improvements within the corporation. Problematization: Emballator Plastics & Innovations, is a composition of underlying subsidiaries, characterized of conglomerate and lean-strategy. The corporation receives monthly reports of the subsidiaries’ performance measurement, which have been constructed without directives from the corporation and this resulted in reports of distinctive character. Consequently, the need of a standardized model of performance measurement with the aim to easier receive a comprehensive picture of the subsidiaries' overall performance has arisen. However, the remaining problem is how to develop a standardized performance measurement model, which is beneficial for both parent- and subsidiary level, without ignoring the conglomerate. Purpose: This study aims to develop a standardized performance measurement model to Emballator Plastics & Innovations, where the corporations conglomerate and lean- strategy is taken into account. The developed performance measurement model intends to create an overall picture and bring benefits to both parent- and subsidiary level. Methodology: This is a case study with a qualitative approach. Procedure for analysis has been of deductive character where the theory is mainly based on scientific articles. Collection of empirical data has been obtained through documents and interviews with semi-structured character. Respondents include chief executives at parent- and subsidiary level. Conclusion: Congruence between long-term objectives and strategies at Emballator Plastics & Innovations and subsidiaries has been identified. Regarding to the identified congruence, potentials to develop a standardized performance measurement model have been secured. Significant key performance measurements have been detected, this with aim to receive an overall picture of the subsidiaries' performance. Finally, the design of the model has been designed in consideration of the conglomerate.