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This thesis examines attempts to improve the efficiency of local authority bureaucracies during the 1980's. A number of significant policy initiatives such as the establishment of the Audit Commission, the pressure for local authorities to implement systems of performance measurement and the introduction of performance related pay schemes reflect this quest for improved value for money. The thesis reviews existing economic theories of bureaucracy which show how inefficiency arises in the public sector. Two major hypotheses within this literature are identified; bureaus are inefficient because it is in the interests of bureaucrats either to produce too much output (allocative inefficiency) and/or to produce output at above minimum cost (X-inefficiency). The policy prescriptions arising from this theoretical framework suggest that strategies to reduce inefficiency must aim to change bureaucratic behaviour. One strategy seeks to induce bureaucrats to produce efficiently, whilst the other seeks to provide sponsors with the necessary information on costs to enable them to force bureaucrats to produce efficiently. Performance related pay schemes, which aim to change bureaucratic behaviour, are concerned with eliminating labour X-inefficiency. Our research suggests that the diversity of current schemes reflects a lack of consensus over the definition of indicators of employee performance. The general result of the introduction of performance related pay has been increased salaries for senior officers. Our assessment of the work of the Audit Commission in the area of value for money audits and our empirical research on the impact of performance measurement in local authorities indicates that a wealth of information has been generated in the form of performance indicators (PIs). However, the use of this information as a control device is limited as these indicators are clearly biased towards measuring X-inefficiency as distinct from allocative efficiency.

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The driver is the club which receives the greatest scrutiny by golfers and the most marketing efforts by manufacturers. One characteristic often indicated and believed to effect driver performance is the degree of loft on the clubface. The purpose of the current study was to investigate club head speed, ball speed, launch angle, descent angle, total spin, carry, and total distance in an attempt to determine performance measures of three different lofted drivers. Fifteen participants were used to test three different degree drivers (9.5, 10.5, and 13 degree) on the variables listed above. Participants performed ten tested swings for each driver and variables were recorded. Launch angle and carry distance produced no significant differences between clubs. Club head speed, ball speed, total spin, descent angle, and total distance resulted in significant differences when between clubs analysis was conducted. The low lofted driver was found to produce the greatest performance measures.

For operational and planning purposes it is important to observe, predict and monitor the traffic performance of congested urban road links and networks. This monitoring effort describes the traffic conditions in road networks using congestion performance measures. The objective of this research is to analyse and evaluate methods for measuring congestion and congestion performance measures for monitoring purposes. For this objective, a selection of the required aspects of the performance measures in the literature is considered. The aspects to be considered can be classified into two categories: A first group relates to the statistical aspects of these indicators, i.e. reliability. The second relates to their ability to capture the impacts of congestion, i.e .relevance. The reliability and relevance of the congestion performance measures are evaluated. A recommendation of the most suitable indicator is provided at the end of the study. / QC 20110912

Congestion threshold is embedded in the congestion definition. Two basic approaches exist in current practice for setting the congestion threshold. One common approach uses the “free-flow” or unimpeded conditions as the congestion threshold. Another approach uses target or “acceptable” conditions. The limited research that has been conducted on the congestion threshold issue focuses on operational problems or policy debates, but relatively little investigation of the effect on decision-making for transportation investment and resource allocation. This research investigated the differences inherent in the threshold choices using detailed freeway data from seven metropolitan areas. Congestion performance measures of delay per mile, Travel Time Index and Planning Time Index were evaluated. This research specifically examined: 1) the ranking values of congestion measure for different congestion thresholds under a variety of real-world travel time distributions, 2) the relationship between change of congestion threshold and change of performance measure, and 3) the appropriateness of using speed limit as a congestion threshold choice by evaluating the peak and off-peak average speed changes in relation to a speed limit change in Houston, Texas. The rankings of congestion measures for freeway segments hold steady across the congestion thresholds ranging from 60 mph to 30 mph and across the congestion measures. From an investment point of view, the congestion threshold speed used is not a concern for funding allocation. The relationship between the delay values for an alternative threshold and the 60 mph threshold has a quadratic form. As the alternative threshold decreases further away from 60 mph, the increment is larger. The more congested a section is, the less the threshold affects measured congestion. For very congested sections, most of the delay is associated with speeds below 30 mph. The posted speed limit affects travel time distribution in the free flow driving condition but does not affect travel time distribution during congested driving conditions. However, if the speed limit or a percentage of speed limit is used to estimate the congestion, the amount of congestion may be underestimated because the free flow speed is higher than the speed limit.

The objective of this study is to examine the current practices related to performance measurement in service operational settings. Several statistical procedures are utilized to analyse the data collected from Portuguese service organizations. These procedures include multiple regression analysis, cluster analysis, and gap analysis. Overall, the results of this study indicate that service organizations are beginning to view performance from a broad, organizational perspective. However, they are still, to a certain extent, emphasizing financial measures of performance. This study provides managers of service organizations with valuable insights into the organizational role of performance measures and measurement. This line of research is consistent with the significant growth of the service sector in recent years.

The objective of this study is to examine the current practices related to performance measurement in service operational settings. Several statistical procedures are utilized to analyse the data collected from Portuguese service organizations. These procedures include multiple regression analysis, cluster analysis, and gap analysis. Overall, the results of this study indicate that service organizations are beginning to view performance from a broad, organizational perspective. However, they are still, to a certain extent, emphasizing financial measures of performance. This study provides managers of service organizations with valuable insights into the organizational role of performance measures and measurement. This line of research is consistent with the significant growth of the service sector in recent years.

Purpose: Given the increasing emphasis on performance measurement and improvement, the purpose of this paper is to examine the current views of manufacturing executives on key aspects of performance measures. Specifically, this research focuses on current practices related to extent of use, predictive value and availability of information for 63 performance measures. Design/methodology/approach: This study was survey based. The research instrument used to collect the data was constructed based on the literature. Several statistical analysis procedures including regression analysis, cluster analysis and gap analysis are utilized to accomplish the objective of this study. Findings: The results are compared to findings obtained from a previous study, conducted five years ago, to assess any potential changes with regard to the issues studied. The comparison of the findings from both studies revealed some similarities and significant differences attributed to the changing environment. Research limitations/implications: The focus of this study was Portuguese manufacturing organizations. It is quite possible that the findings may or may not hold in a global context. Since this study was survey based, it had all the limitations of survey-based research. Practical implications: Despite some limitations, this study provides practicing managers with useful information regarding performance measures and measurement practices. It has significant and direct implications to organizational performance information systems. Originality/value: This paper represents an important step toward refining the theory and practice of performance measurement in manufacturing organizational operational context.

Purpose: This paper aims to examine, the specific literature related to performance measurement in the service sector. In the process, it also aims to classify and examine innovative approaches and models utilized to measure performance in service operational settings. Based on this investigation, the paper seeks to identify relevant benchmarking implications. Design/methodology/approach: A database of 141 peer-reviewed publications, published between 1981 and early 2008, was utilized for the purpose of this paper. The published works included contributions from both practioners and scholars. Findings: The International Journal of Productivity and Performance Management is found to be the leading journal in terms of contributions to performance measurement in service operational settings. It contributed 25 articles. The bulk of published work appeared in international journals. These contributions were mixed in nature. They included empirical, conceptual, case studies, literatures reviews and interviews. The focus of the articles examined was also mixed. These articles tended to emphasis operational, customer, strategic, supplier, and environmental aspects of service. Research limitations/implications: Based on the findings of this paper, it is concluded that this area of research is in need of more future efforts aimed at solidifying theoretical constructs and practical applications. Practical implications: Findings derived from this investigation have relevant benchmarking implications. In this context, understanding the different approaches to performance measurement as utilized in service organizations is critical to the efforts of these organizations' performance improvement efforts. Originality/value: Understanding the types and scopes of the different approaches and models utilized to measure performance in service operational settings is important in light of the growing significance of the service sector.