Chronic disease is rising globally, but LMICs may require novel approaches to management suited to a low-resource setting. Private health care providers in LMICs have experimented and developed new models for organizing, financing, and delivering care. This thesis examines some of the innovations that have emerged in LMICs to manage chronic disease. Using a common performance measurement framework and drawing from a database of over 1200 innovative health programs, I identify and evaluate 46 programs addressing chronic disease in LMICs. I then go on to identify, innovative practices used by the subset of 19 diabetes focussed programs and catalogue them according to the Chronic Care Model (CCM). Delivery system design is the most commonly used domain of the CCM, which even earlier has shown to have great potential to impact health outcomes. Few of the identified innovations may also have the potential for ‘Reverse innovation’ in high income countries.

The delivery of land administration (LA) systems particularly in urban areas underpins housing, industry and infrastructure development as well as the smooth operation of land and credit markets. However, fragmentation of LA activities across several autonomous organizations generally impairs end to end business processes flow and delivery. To facilitate improved service of LA systems we suggest the end to end measurement and monitoring of their business processes across organizational boundaries. This study proposes a performance measurement system that can facilitate end to end measurement and comparison of cross organizational business processes (CBPs) in LA. The research, which is structured in 2 parts, is based on a multi site study of LA CBPs in 6 urban municipalities across Namibia, Zimbabwe and South Africa. First, a measurement instrument (scorecard) built on six key CBP performance measurement areas of quality and technological innovation (enablers of results), cost and time (measures of results) and customer satisfaction and society (measures of external success (or impact), is presented. To facilitate measurement across organizational boundaries, the proposed dimensions were embedded onto a multi level structural model that link process activities to sub processes and CBPs. For 5 of the 6 municipalities, a conventional case of subdivision of privately owned land within an established township was used to develop CBP descriptions and process models for each municipality. A comparison of CBP and sub process similarities between municipalities was then done using the similarity scenario degree. Our results showed similarities of over 60% for most CBPs while mixed values were obtained for sub processes. The similarity results were further used as a base for the construction of a business process reference model. The second part of the research tested the applicability of quality and time dimensions. Using the survey examination and approval and deeds examination and approval sub processes, the quality of submitted work was measured using performance indicators of process yield and rejection rates at 2 survey examination and 3 deeds registration sites. Our results showed that 80% and 60% of survey records submitted at both survey examination sites were rejected and returned backwards for corrections due to quality deficits. Based on our results, we conducted a root cause analysis at one of the survey examination sites to identify major contributors to lower process yield. In addition, we suggested numerous technological innovations to improve quality. Using the same sites, we then went on to measure and compare cycle times for cadastral survey examination and approval considering quality. Our results showed that 70% and 52% of survey records with good quality had approval times of 20 days or less for the first and second sites, respectively while only 32% and 18% of records with poor quality (for same sites) were approved within 60 days. Furthermore, shorter cycle times appeared to indicate lower process costs. After the separate analysis of the quality and time measurements, a global performance index that aggregates individual measures into a composite value was presented. Overall, the study has shown the potential of end to end CBP performance measurement in improving delivery and service of land administration in a holistic manner. The results are important for initiatives directed at integration and improvement of land administration operations. / Thesis (Ph.D.)-University of KwaZulu-Natal, Pietermaritzburg, 2010.

Chronic disease is rising globally, but LMICs may require novel approaches to management suited to a low-resource setting. Private health care providers in LMICs have experimented and developed new models for organizing, financing, and delivering care. This thesis examines some of the innovations that have emerged in LMICs to manage chronic disease. Using a common performance measurement framework and drawing from a database of over 1200 innovative health programs, I identify and evaluate 46 programs addressing chronic disease in LMICs. I then go on to identify, innovative practices used by the subset of 19 diabetes focussed programs and catalogue them according to the Chronic Care Model (CCM). Delivery system design is the most commonly used domain of the CCM, which even earlier has shown to have great potential to impact health outcomes. Few of the identified innovations may also have the potential for ‘Reverse innovation’ in high income countries.

The purpose of my research is to contribute to the field of forecasting from a methodological perspective as well as to the field of crude oil as an application area to test the performance of my methodological contributions and assess their merits. In sum, two main methodological contributions are presented. The first contribution consists of proposing a mathematical programming based approach, commonly referred to as Data Envelopment Analysis (DEA), as a multidimensional framework for relative performance evaluation of competing forecasting models or methods. As opposed to other performance measurement and evaluation frameworks, DEA allows one to identify the weaknesses of each model, as compared to the best one(s), and suggests ways to improve their overall performance. DEA is a generic framework and as such its implementation for a specific relative performance evaluation exercise requires a number of decisions to be made such as the choice of the units to be assessed, the choice of the relevant inputs and outputs to be used, and the choice of the appropriate models. In order to present and discuss how one might adapt this framework to measure and evaluate the relative performance of competing forecasting models, we first survey and classify the literature on performance criteria and their measures – including statistical tests – commonly used in evaluating and selecting forecasting models or methods. In sum, our classification will serve as a basis for the operationalisation of DEA. Finally, we test DEA performance in evaluating and selecting models to forecast crude oil prices. The second contribution consists of proposing a Multi-Criteria Decision Analysis (MCDA) based approach as a multidimensional framework for relative performance evaluation of the competing forecasting models or methods. In order to present and discuss how one might adapt such framework, we first revisit MCDA methodology, propose a revised methodological framework that consists of a sequential decision making process with feedback adjustment mechanisms, and provide guidelines as to how to operationalise it. Finally, we adapt such a methodological framework to address the problem of performance evaluation of competing forecasting models. For illustration purposes, we have chosen the forecasting of crude oil prices as an application area.

Bakgrund: Globalisering har skapat ett ökat behov för företag att förbli konkurrenskraftiga. Att hantera kostnader effektivt blir allt viktigare i organisationer. Medutgångspunkt i ett fallföretag så har problem kring mätning och jämförbarhetmellan hanteringen av lagerkostnader i geografiskt spridda lager identifierats. I nuläget finns det ingen metod som jämför hur väl hanteringen av lagerkostnader görs i olika länder. De landspecifika egenskaperna skapar olikheter och för att åstadkomma en jämförbarhet så krävs anpassad ekonomistyrning. Syfte: Syftet är att utveckla en kalkylmodell som möjliggör en homogen mätning för olika länders hantering av lagerkostnader. Detta ska kunna skapa en jämförbarhet mellan geografiskt spridda lager. Studien ska utveckla ett komplement till rådande beslutsunderlag som avser stödja en organisations beslutsprocess för lageroptimering. Metod: Här motiveras vilka metodologiska val som gjorts under studiens gång. För att studien ska uppnå sitt syfte så har vi först utvärderat det befintliga styrmedlet för att sen genomföra modellutvecklingen i förhållande till uppställda kriterier för innehålls- och processegenskaper. Materialet för studien har samlats in via det multinationella företaget och genom semistrukturerade intervjuer med tre respondenter inom företaget. Avsnittet motiverar valet av teori och empiri som används och huruvida utvecklingen av modellen i analysdelen ska leda till studiens slutsats. Slutsats: Organisationer har sedan tidigare använt prestationsmätningar för att genom ekonomistyrning kontrollera sina lagerkostnader. Den ökade globalisering har försvårat jämförbarheten givet landsspecifika variabler som påverkar kostnaderna. Genom en kalkylmodellering har ett lagerkostnadsindex utvecklats vilket representerar en standardiserad varukorg. Kapitalstrukturerna neutraliseras och en intern benchmarking möjliggör på så vis att samtliga lagerlokaler kan introduceras att hantera sina lagerkostnader på bästa sätt. / Background: Globalization has created a growing need for companies to remain competitive. It’s becoming more important to manage costs effectively in organizations. Based on a case company problems regarding measurement and comparability of management in warehouse costs between geographically dispersed countries has been identified. Currently there’s no method available for comparison of cost-efficiency of warehouse costs in different countries. The country-specific characteristics create differences. In order to achieve comparability adapted financial control is needed. Purpose: The purpose is to develop a model that enables a homogeneous measurement for management of warehouse costs in different countries. With the intention to make possible comparability between geographically dispersed warehouses. The case study will develop a complement to the existing decision-making. With the aim to support the organization’s decision-making process for warehouse optimization. Method: A motivation for methodological choices made during the study will be presented here. We have first evaluated the existing instrument and then implemented the model in relation to criteria for content- and process characteristics, in order to achieve the aims of the study. Material for the study was collected through the multinational company and by semi-structured interviews with three employees from the company. The section justifies the choice of theory and empirical content used. In the analysis a justification for whether the development of the model leads to the study’s conclusion. Conclusion: Organizations have previously used performance measurements for their financial control of warehouse costs. The increased globalization has complicated the comparability due to country-specific variables that affect costs. Warehouse cost indexes have been developed through a model that takes into account a standardized basket of goods that are relatable to warehouse costs. The capital structure becomes neutralized and internal benchmarking enables such that all warehouse costs can be compared in order to how cost-efficient each and every are.

Bakgrund: Rottne industri är ett företag som tillverkar skogsmaskiner, närmare bestämt skördare och skotare. En viktig del av företagets strategi i dagsläget grundar på att bedriva en generös reservdelsverksamhet ut mot kunder. Reservdelsverksamheten har vuxit och blivit en konkurrensfördel för Rottne industri. För att behålla sin plats på marknaden är det viktigt att konkurrensfördelen behålls och reservdelsverksamheten effektiviseras. Vi har i samråd med lagerchefen på Rottne industri valt att utveckla ett performance management-system. Studien har tagit sin utgångspunkt i performance management-processen som består av fem steg som kopplats till separata problemfrågor. Syfte: Studiens syfte är att utveckla ett performance management-system åt Rottne industris reservdelslager i avsikt att ge företaget en utgångspunkt för kontroll och styrning av deras prestationer. Metod: Uppsatsen är uppbyggd på en kvalitativ metod. Uppsatsens synsätt är positivism och ett abduktivt angreppssätt tillämpas. Insamling av empirisk data sker främst genom intervjuer. Slutsats: För att Rottne industri ska behålla sin konkurrensfördel bör de främst fokusera på fyra måttgrupper; leveranstid, leveransprecision, orderkvalitet och servicegrad. Prioriteringen för dessa måttgrupper skiljer sig något beroende på vilken kundgrupp som avser att betjänas. För brådskande orders, som kopplas till slutkunder är leveranstid, orderkvalitet och servicegrad viktigaste, och för påfyllningsorders, som rör återförsäljare är leveransprecision, orderkvalitet och servicegrad viktigast. Höga mål bör sättas upp för viktiga måttgrupper och bör revideras när omvärlden förändras. Sökord: Performance management, performance management process, performance management system, performance measurement, spare part logistics, aftermarket logistics, target setting. / Title: Performance management - A case study on spare part logistics at Rottne industri Authors: Max Lidby, Philip Ringström Tutor: Peter Berling Background: Rottne industri is a company that manufactures forestry equipment. An important part of the company’s strategy is based on conducting a generous spare parts business to customers. The spare part business has grown and become a competitive advantage for Rottne industri. To keep its position in the market it is important that the competitive advantage is retained. In agreement with the warehouse management we have chosen to develop a performance management system. The study has been based on the performance management process that consists of five steps which has been linked with separate research questions. Purpose: The aim of this study is to develop a performance management system for Rottne industri’s warehouse in order to give the company a starting point for monitoring and control of performance. Method: The paper is based on a qualitative approach. Thesis approach is positivism and an abductive approach is applied. Collection of empirical data is mainly done through interviews. Conclusion: In order to maintain its competitive advantage Rottne industry should primarily focus on four groups of metrics; delivery time, delivery reliability, order quality and service level. The priority for these groups of metrics are slightly different depending on which group of customers Rottne industri intend to serve. For urgent orders the delivery time, order quality and level of service most important, and for replenishing orders delivery reliability, order quality and level of service is the most important. High targets should be set for important groups of metrics, and should be under continuous review when circumstances change. Keywords: Performance management, performance management process, performance management systems, performance measurement, spare part logistics, aftermarket logistics, target setting.

Examensarbete, Civilekonomprogrammet, Ekonomihögskolan vid Linnéuniversitetet, Controller, 4FE12E, VT 2014 Författare: Madeleine Olsson och Julia Henriksson Examinator och Handledare: Fredrik Karlsson   Titel: Prestationsmätningssystem: Planering, Styrning och Uppföljning i tjänsteföretag – en utvärdering av IKEA Hemmas PMS   Nyckelord: Prestationsmätningssystem, KPI, nyckeltal, utvärdering, utvärderingsstudie, tjänsteföretag, informationsflöde   Bakgrund: Det är vitalt att organisationer löpande förvaltar sitt prestationsmätningssystem (PMS) i syfte att säkerställa att rätt saker mäts. Om inte måtten följs upp kontinuerligt och utvärderas, kan prestationsmätning bli en kostsam process som inte leder till några förbättringar för organisationen. Önskemål från IKEA Hemma var att utvärdera deras PMS.   Syfte: Syftet med denna studie är att utvärdera funktionaliteten i IKEA Hemmas prestationsmätningssystem. Systemets uppbyggnad samt effekterna av PMS:et analyseras för att identifiera prestationsmätningssystemets utvecklingsområden. Ett vidare syfte är att föreslå förändringar som IKEA Hemma kan vidta för att utveckla sitt PMS.   Metod: Det angrepssätt som tillämpats i studien är utvärderingsstudie. Det primära syftet med en utvärderingsstudie är att tillhandahålla kunskap huruvida de mål som satts upp uppnås eller inte samt även att undersöka vilka effekter detta projekt haft. Intervjuer samt enkäter har legat till grund för empiriinsamlingen.   Slutsats: KPI:erna är utformade i syfte att vägleda och motivera handläggarna att tillfredsställa de kunder som kontaktar IKEA Hemma. Systemet är allmänt accepterat av medarbetarna och målen uppnås till stor del på gruppnivå. Förbättringsområden har identifierats, där bland annat nya KPI samt mätning bytts ut för att säkerställa att måttens resultat är påverkbara. / Master Thesis 30hp, Business Programme, School of Business and Economics at Linnaeus University, Controller, 4FE12E, VT 2014 Authors: Madeleine Olsson and Julia Henriksson Examiner and Supervisor: Fredrik Karlsson   Title: Performance Measurement Systems: Planning, Control and Monitoring in Service Companies- an evaluation study of IKEA Hemma’s PMS   Keywords: Performance Measurement System, KPI, evaluation studies, Service Company, information system   Background: It is vital that organizations continuously manage its performance measurement system (PMS) to ensure that the right activities are measured. Unless measures are monitored continuously and evaluated, can performance measurement be a costly process that does not lead to any improvement of the organization. A request by IKEA Hemma was to evaluate their PMS.   Purpose: The purpose of this study is to evaluate the IKEA Hemma's performance measurement system. The structure and functionality of the PMS message is analyzed to identify performance measurement system's weaknesses. The purpose is then to propose changes that IKEA Hemma can use to develop their PMS.   Method: Evaluation study is the method used in this study. The primary purpose of an evaluation study is to provide knowledge whether the targets are achieved or not and also to examine the effects of this project had. Interviews and surveys has been the basis of empirical data collection.   Conclusion: KPIs are designed to guide and motivate employees to satisfy the customers who contact IKEA Hemma. The system is widely accepted by the employees and the goals achieves at group level. Areas for improvement have been identified, which includes new KPIs and measurement, to ensure influences in the results.

Thesis (MMil)--University of Stellenbosch, 2002. / ENGLISH ABSTRACT: Organisations need assurance that strategy is executed as planned and objectives are met, when matching organisational capabilities with the opportunities in the market. Control can give management such an assurance and is ultimately the responsibility of management. It is not however only management that may be interested with proper control in an organisation, all stakeholders wants some degree and form of control to safeguard their interest in an organisation. Management has a daunting task on their hands to ensure an organisation achieve its objectives as effectively, efficiently and economically as possible, while keeping all stakeholders informed and happy. Vast amounts of resources will be used to achieve objectives and management needs to strike a balance between protection of these resources and empowering employees to utilise these resources. A balance between the control systems over the different resources must also be in place. Management needs to have a balanced focus regarding the measurement of activities and behaviour relating to specific objectives, due to the time, cost, quality and innovation effects of control systems. A balance between costs and benefits of control systems must also be obtained. Control needs to be integrated as part of the management process to ensure optimal achievement of objectives. A holistic approach towards control and the usage of a sound control environment combined with relevant, organisational specific control systems that are flexible can ensure balance of control. All employees of an organisation have control responsibilities and must give inputs in the control process. Employees must view control as an aid and not as a stumbling block, when trying to achieve objectives. Management must be empowered and empower employees to have the relevant knowledge regarding control and control systems that can be used, when to use them and how to use them. These control systems must be continuously improved to ensure sustained, optimal achievement of objectives. / AFRIKAANSE OPSOMMING: Organisasies benodig versekering dat strategie uitgevoer word soos beplan en dat doelwitte bereik word, wanneer die organisasie se vermoë gepas word teen geleenthede in die mark. Beheer kan vir bestuur so 'n versekering gee en is eintlik bestuur se verantwoordelikheid. Dit is egter nie net bestuur wat belang kan stel in voldoende beheer nie, maar alle belanghebbers soek 'n mate en vorm van beheer oor 'n organisasie, om hul belange te beskerm. Bestuur het 'n uitdagende taak op hande om te verseker dat doelwitte doeltreffend, doelmatig en ekonomies bereik word, terwyl alle belanghebbers ingelig en gelukkig gehou word. Groot hoeveelhede hulpbronne word gebruik om doelwitte te bereik en bestuur moet 'n balans verkry tussen die beskerming van hulpbronne en die bemagtiging van werkers in die aanwending van die hulpbronne. 'n Balans tussen die beheer stelsels oor die verskillende hulpbronne moet ook in plek wees. Weens die tyd, koste, kwaliteit en innovasie effek van beheer moet bestuur 'n gebalanseerde fokus hê rakende die meting van aktiwiteite en gedrag betreffende spesifieke doelwitte. 'n Balans tussen die kostes en voordele van beheerstelsels moet ook verkry word. Beheer moet 'n ge-integreerde deel van die bestuursproses wees om optimale doelwit bereiking te verseker. 'n Holistiese benadering rakende beheer en die gebruik van 'n voldoende beheer omgewing, gekombineer met relevante, organisasie spesifieke beheer stelsels wat buigsaam is, kan balans van beheer verseker. Alle werkers in 'n organisasie het beheer verantwoordelikhede en moet insette verskaf in die beheer proses. Werkers moet beheer as 'n hulpmiddel ag en nie 'n struikelblok nie, wanneer doelwit bereiking nagestreef word. Bestuur moet bemagtig wees en werkers bemagtig om oor die nodige kennis rakende beheer en beheer stelsels te beskik, watter beheer stelsel gebruik kan word, wanneer om dit te gebruik en hoe om dit te gebruik. Die beheer stelsels moet aaneenlopend verbeter word om volgehoue, optimale doelwit bereiking te verseker.

As dificuldades de entendimento dos conceitos relacionados à qualidade, sua operacionalização e medição na construção civil têm sido evidenciadas em diversos trabalhos, apesar da ampla disseminação dos sistemas de certificação de sistemas de gestão da qualidade baseada na ISO9001 e, no caso do Brasil, do Programa Brasileiro da Qualidade e Produtividade no Habitat (PBQP-H). O setor vem sendo exigido a melhorar seu desempenho e gerar produtos mais conformes, confiáveis, duráveis e de acordo com as necessidades dos clientes, principalmente devido ao aumento da demanda de empreendimentos habitacionais de interesse social. Também, neste segmento as empresas necessitam estar preparadas para atuar em um contexto de grandes volumes de construção e limitada margem de lucro, o que exige processos e organização bem ajustados para evitar perdas. Neste trabalho, foi proposto um método para a medição da qualidade a partir da coleta, processamento, análise e distribuições de informações sobre a conformidade dos principais processos construtivos. Buscou-se identificar as atividades que mais impactam na qualidade do produto habitação, baseado na bibliografia, na percepção de especialistas e nas reclamações dos usuários. Em se tratando de habitações de interesse social, objetiva-se auxiliar nos esforços de melhoria dessas atividades através da aplicação de listas de acompanhamento de obra. Os dados gerados pela aplicação deste método resultam em indicadores de qualidade relacionados à conformidade de execução dos processos construtivos. A pesquisa foi constituída das seguintes etapas: (a) revisão bibliográfica; (b) identificação dos processos construtivos com maior incidência de problemas; (c) desenvolvimento dos instrumentos de coleta individuais para cada processo construtivo em versão digital e em papel; (d) análise de especialistas; (e) três ciclos de desenvolvimento, avaliação e melhorias; e (f) avaliação da proposta final do método. Como principais contribuições do trabalho destacam-se o próprio método proposto, assim como a identificação das facilidades e barreiras que foram encontradas na sua operacionalização, os indicadores de conformidade das obras, levantados em empreendimentos na Região Metropolitana de Porto Alegre, em Caxias do Sul e em Pelotas, bem como a identificação das informações que cada agente envolvido pode utilizar em suas atividades. / The difficulties of understanding concepts related to quality, its implementation, and measurement in the construction industry have been pointed out in several studies, despite the wide dissemination of certified quality management systems, based on ISO9001 and, in the case of Brazil, on the Brazilian Program for Quality and Productivity in the Habitat (PBQP-H). Moreover, the construction sector has been demanded to improve its performance, and produce more compliant, reliable, and durable products, according to the needs of customers, mainly due to the increasing demand for social interest housing projects. Also, companies in this segment need to be prepared to act in a context of large volumes of construction and limited margins of profit, which calls for well adjusted processes and organizations to avoid waste. This research work proposes a method for measuring quality in terms of conformance of the most critical processes in social interest housing projects, including data collection, processing, and analysis, as well as distributing information. The activities that most affect the quality of housing projects were identified based on the literature, on the perception of experts, and on complaints from users. As far as social housing is concerned, the aim of this method is to support the effort of improving quality through the application of check-lists. The data produced by the application of this method results in a set of quality indicators related to the conformance of construction processes. This study was divided into six main stages: (a) literature review; (b) identification of the construction processes with the highest incidence of problems; (c) development of data collection instruments for each individual building process; (d) expert analysis; (e) three cycles of development, evaluation, and improvement of the method; and (f) evaluation of the final proposal of the method. The main contribution of this investigation is the method itself, as well as the identification of opportunities and barriers for its implementation. The study also provided a set of evaluations for a number of construction projects, from the Metropolitan Area of Porto Alegre, Caxias do Sul, and Pelotas. Finally, the information that each agent involved can use was identified.

[pt] Em um mercado onde para se manter a competitividade é preciso atender aos requisitos dos clientes o mais rápido possível e com menor custo, os sistemas de medição de desempenho vêm para auxiliar na medição da eficiência e da eficácia das organizações. Por isto, o presente trabalho tem por objetivos propor um framework e uma classificação de temas de sistemas de medição de desempenho e, avaliar sua evolução nos últimos 50 anos. Com esta finalidade, adotou-se uma análise terciária das revisões da literatura sobre o tema e uma análise bibliométrica sobre a evolução dos temas utilizando o software SciMAT. Como resultados, um framework sobre sistemas de medição de desempenho foi desenvolvido, dados das publicações e assuntos do campo de pesquisa nos últimos 50 anos foram reconhecidos e, propostas de futuras pesquisas foram sugeridas. / [en] In a market where to keep competitiveness it is important to respond to the customer requirements as quickly as possible and at a lower cost, measurement performance systems have come to assist in measuring the efficiency and the effectiveness of the organizations. Therefore, this work aims to propose a framework and a classification of themes in measurement performance system and to evaluate its evolution over the past 50 years. For this purpose, a tertiary analysis of the literature was adopted on the subject and a bibliometrics analysis about the evolution of the themes was performed using the SciMAT software. As a result, a framework for performance measurement systems was developed, the data from publications and subjects in the research field in the last 50 years were identified, and proposals for future research were suggested.