Semi-autonomous revenue authorities (ARAs) have been established all over the world as a distinctive institutional model outside the traditional public service aimed at enhancing tax administration, and thereby raising tax revenues. In order to boost the robustness of their operations, substantial expenditures have gone towards modernising ARAs. Expenditures have been guided by medium-term corporate-wide plans, and the results monitored, assessed and reported using performance measures. Performance measurement has proved challenging for ARAs to implement and sustain in practice. Some of the challenges evolve around weak capacity, implementation costs, issues to do with quantification, competing demands from a wide range of constituents, the inappropriate selection of measures and a bias towards performance measures that focus on finances. As a means for enhancing performance measurement, there are practices, lessons and theoretical perspectives that can be discerned from the broadspectrum of literature on performance measurement in the public sector and ARAs from around the world. This thesis explores how performance measurement in African ARAs can be more strategic, efficient and effective by ascertaining which key factors shape its adoption. The research focuses on the in depth study of three ARAs in Sub Saharan Africa, involving a combination of structured interviews with internal and external stakeholders, the administration of a survey instrument and review of ARA documents. The final chapters of the thesis deploy fuzzy set logic techniques to identify and test the significance of various causal conditions in the adoption of performance measurement in ARAs, as a plausible answer to the research question.

Background and problems: The research field of performance management and measurement has primarily focused on financial aspects for a long time, with measurement being the focus. Performance management systems integrate both the aspects of control and measurement, resulting in a broad research area. The lack of research combined regarding the role of the staff manager within the system creates a gap that needs to be explored. Purpose: The purpose of the study is to make a theoretical contribution to the field of performance management systems. The contribution is to examine the role of the staff manager in an implemented performance management system and the achievement of organizational goals. Method: To fulfill the purpose, a qualitative research method with an abductive research approach was used. The study is a case study conducted at Handelsbanken, where the empirical data collection is based on six semi-structured interviews and an internal document.    Conclusion: The role of the staff manager is crucial and more central than previously believed in effectively using a performance management system and achieving organizational goals. By communicating the mission and vision and linking them to the employees' daily work, the system can be efficiently utilized. Daily work is monitored through evaluations, which serve as a fundamental control mechanism in the system.  By strengthening the alignment between employees and the organization, it can result in more desirable organizational outcomes. This can be achieved through a clearer reward system and linking the employees' daily work to the achievement of office goals.

This research focuses on a contemporary Operations Performance Management System (OPMS) designed for a leading global automotive parts supplier. It synthesises an integrated and holistic OPMS to increase the effectiveness and efficiency of the automotive parts supplier to ultimately improve financial margin. The study is motivated by the need of an process-oriented automotive parts supplier to excel in regards to its operations management to ultimately secure a best-in-class cost basis in times of significant changes in the automotive industry. The research design is based on a qualitative single case-study and deploys semistructured interviews with the management of the case-study organisation. In addition, hundreds of documents were analysed to evidence the creation of the OPMS. Finally, participant observation was used to allow for triangulation and contextualisation of findings. The findings reveal a contemporary OPMS. It presents an intelligent and integrated steering logic from corporate level to single operational processes. It integrates performance measurement and management in acknowledgement of the specific needs to the case-study organisation. The overall aim of this thesis is to make a practical contribution to this area as achieved by the presented OPMS. This study extends the existing literature by contributing a customised, highlyintegrated OPMS for a process-oriented automotive parts supply industry. It embeds the ‘Target Costing Methodology’ as an example for a performance management tool into the OPMS. Furthermore, the study explores the impact of digitalisation on OPMS. This research has synthesised an OPMS that emphasises a shift towards intelligent performance measurement for achieving value in the chain, in areas such as procurement and manufacturing. This shift is strongly influenced by digital transformation, which is not yet holistically commanded by the case-study organisation. The research does shed light upon how to optimise resource utilisation based on increased operational focus and managerial accountability. This approach will lead to continual organisational learning as part of the ‘Plan-Do-Check-Action’ management process.

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[pt] A avaliação de desempenho em operações humanitárias é questão-chave, pois possibilita melhores resultados e rapidez no atendimento. Uma das perspectivas de avaliação está relacionada a quanto as operações humanitárias podem ser efetivas e eficientes na ajuda aos beneficiários. Nesse sentido, o objetivo principal deste estudo é propor um framework para avaliação de desempenho de operações humanitárias, a partir da percepção dos beneficiários. Para isso, 22 artigos são selecionados e 130 indicadores são identificados por meio de uma revisão sistemática da literatura. Com base nestes resultados, são propostos uma taxonomia de critérios pré e pós-desastres, uma agenda de pesquisa específica para aprimoramento do tópico e um framework para avaliação do desempenho. Em seguida, um estudo empírico abordando o caso sobre a queda da área de lazer de um prédio é conduzido, composto por uma survey, com os moradores do prédio e um estudo de caso com a empresa responsável pela obra. A survey apresenta 44 respostas com satisfações, insatisfações, pontos positivos e negativos da operação pós-desastre, onde os principais resultados apontam que existem insatisfações relacionadas a questão de adaptação ao novo local de moradia e o principal ponto positivo diz respeito a rapidez nos primeiros atendimentos as pessoas afetadas. Os resultados do estudo de caso apontam que a empresa se preocupa com a satisfação dos seus clientes e é flexível para atendimento das necessidades dos mesmos. Assim, os resultados conferem uma primeira validação do framework, sendo sugerido como pesquisas futuras o desenvolvimento de estudos aprofundando outros tipos de desastres. / [en] Performance evaluation in humanitarian operations is a vital issue, as it enables better results and faster service. One of the evaluation perspectives is related to how humanitarian operations can be effective and efficient in helping beneficiaries. In this sense, the main objective of this study is to propose a framework for evaluating the performance of humanitarian operations, based on the beneficiaries perception. For this, 22 articles are selected and 130 indicators are identified through a systematic review of the literature. Based on these results, a taxonomy of pre- and post-disaster criteria, a specific research agenda for topic improvement, and a framework for performance evaluation are proposed. Then, an empirical study addressing the case about the fall of the leisure area of a building is conducted, consisting of a survey, with the residents of the building and a case study with the company responsible for the work. The survey presents 44 responses with satisfactions, dissatisfactions, positives, and negatives of the post-disaster operation, where the main results indicate that there are dissatisfactions related to the issue of adaptation to the new place of residence and the main positive point concerns the speed of the first visits affected people. The results of the case study indicate that the company is concerned with the satisfaction of its customers and is flexible to meet their needs. Thus, the results give a first validation of the framework, being suggested as future research the development of studies deepen other types of disasters.

The U.S. healthcare system is facing many public health challenges that affect population health, societal well-being, and quality of healthcare. Infant mortality, opioid overdose death, and hospital readmission after stroke are some of these important public health concerns that can impact the effectiveness and outcomes of the healthcare system. We analyze these problems through the industrial engineering and data analytics lens. The major goal of this dissertation is to enhance understanding of these three challenges and related interventions using different levels of analysis to improve the health outcomes. To attain this objective, I introduced three stand-alone papers to answer the related research questions. In essay 1, we focused on the performance of the state's healthcare systems in reducing unfavorable birth outcomes such as infant mortality, preterm birth, and low birthweight using Data Envelopment Approach. We constructed a unique state-level dataset to answer this main research question: what does make a healthcare system more successful in improving the birth outcomes? Our results indicated that socioeconomic and demographic factors may facilitate or obstruct health systems in improving their outcomes. We realized that states with a lower rate of poverty and African-American women were more successful in effectively reduce unfavorable birth outcomes. In the second essay, we looked into the trends of the opioid overdose mortalities in each state from 2008 to 2017. We investigated the effect of four state laws and programs that have been established to curb the epidemic (i.e., dose and duration limitations on the initial prescription, pain management clinic laws, mandated use of prescription drug monitoring programs, and medical cannabis laws) in short and long-term, while we controlled for several protentional risk factors. The results of fixed-effect regression and significant tests indicated that state policies and laws were unlikely to result in an immediate reduction in overdose mortalities and comprehensive interventions were needed to restrain the epidemic. The third essay investigated the risk factors of 30-day readmission in patients with ischemic stroke at an individual level. We aimed to identify the main risk factors of stroke readmissions and prioritized them using machine learning techniques and logistic regression. We also introduced the most effective predictive model based on different performance metrics. We used the electronic health records of stroke patients extracted from two stroke centers within the Geisinger Health System from 2015 to 2018. This data set included a comprehensive list of clinical features, patients' comorbidities, demographical characteristics, discharge status, and type of health insurance. One of the major findings of this study was that stroke severity, insert an indwelling urinary catheter, and hypercoagulable state were more important than generally known diagnoses such as diabetes and hypertension in the prediction of stroke 30-day readmission. Furthermore, machine learning-based models can be designed to provide a better predictive model. Overall, this dissertation provided new insights to better understand the three major challenges of the U.S. healthcare system and improve its outcomes. / Doctor of Philosophy / The major goal of a healthcare system can be summarized in three main objectives: preventing preterm birth and premature mortality, advancing the quality of life, and preparing for a good death. Despite all the national efforts to achieve these goals, the U.S. healthcare system still faces many obstacles and crises and suffers from inefficiencies. The U.S. infant mortality rate is still higher than any other comparable advanced country. The opioid overdose death rate has been steadily increasing since 1999 and has risen exponentially in recent years. Hospital readmissions especially in stroke patients impose a substantial cost burden on the healthcare system in the U.S. Also, readmitted stroke patients are at higher risk of mortality compared to the first admission. I believe that industrial engineering and data analytics approaches can help in advancing the understanding of these health challenges, their important risk factors, and effective interventions. In this dissertation, the main focus was on the performance, trends, variations, and processes of the healthcare systems. We applied innovative methods to provide answers to the following questions in three essays: What does make a healthcare system more successful in improving the birth outcomes? What factors do explain mortality from opioid painkillers? What are the determinants of state variations in mortalities from an opioid overdose? What is the impact of states' laws and programs and opioid prescription rates and overdose mortality rates? What are the most important contributors to stroke readmissions? The results of the first essay showed that not all the state's healthcare systems perform the same in terms of reducing unfavorable birth outcomes. States with lower people in poverty and lower African American women were more successful in improving their birth outcomes. The second study revealed that states with a higher share of uninsured people and binge drinkers were suffering from higher opioid overdose deaths. Also, our results implied that in addition to upstream prevention policies, states need to implement downstream programs to curb the epidemic. Finally, the third study showed that the top predictors of stroke readmissions within 30 days consist of the severity of the stroke, insert an indwelling urinary catheter, being overweight, and malnourished. The results of this dissertation can help to educate policymakers and practitioners at state and organizational level in a way to better serve the society and ultimately enhance the population health, quality of healthcare, and societal well-being.

No / I-MEET is an Integrated Model for Evaluating E-government services Transformation from stakeholders' perspectives. It is based on an integration of concepts from value chain management and business process transformation to optimize the system-wide value chain of providers and users simultaneously. It aims to align stakeholders on a common global value against traditional disintegrated approaches where each stakeholder optimizes its e-service local value at the expense of others. The measured variables are derived from the literature and focused groups. They are then categorized into cost and risk (Inputs) and (benefit and opportunity) Outputs after a validation process based on Structured Equation Models using a sample of 1540 user-responses of e-services in the UK. Finally, Data Envelopment Analysis is conducted to derive an aggregated of an e-service satisfaction value using the various inputs and outputs. The empirical results demonstrate that data-derived weights for aggregating indicators are variable rather than fixed across e-services. The novelty of the assessment approach lies in its capability to provide informed suggestions to set targets to improve an eservice from the perspective of all engaging users. Hence it provides a better transformation of public administration services and improved take up by citizens and businesses.

Thesis (D. Tech.) -- Central University of Technology, Free State, 2007 / Success in today’s competitive business environment demands innovative approaches. Organisations must be able to react effectively and make informed decisions in order to be in the best position to take advantage of collaborated business opportunities in the organisation’s external network. The results of strategic decisions are affected by the strategic choices that are made and how successfully those objectives are implemented. In many cases the strategies have mediocre success or fail to achieve what they set out to do due to the failure to formulate and implement strategies that enhance the development of a sustainable competitive advantage in the long term. The case study organisation, MultiChoice Africa (Pty) Limited, serves as an example in understanding the knowledge base imperative in utilising strategic management instruments such as Kaplan and Norton’s (1996a: 8-18, 224-292) Balanced Scorecard to guide leadership in creating real-time value, thereby creating a sustainable competitive advantage. Balanced Scorecards have largely been developed and applied to internal managerial purposes, though they are seldom used for external marketing. The purpose of this research was to evaluate the strategic value of the Balanced Scorecard in the networked economy, utilising a case study design by following a phenomenological paradigm approach. The outcome was based on a pre- and postanalysis of the implementation of the Balanced Scorecard within the case study organisation, focusing on the perceived value towards overcoming the barriers to strategy implementation, developing a competitive advantage and sustaining this advantage. Sustainability was specifically defined and tested against the environment and ethical behaviour as the results indicated that a link exists between sustainable competitive advantage and the appropriate utilisation of the Balanced Scorecard. Research results suggest that respondents appear to be enthusiastic and have started the process of transforming the organisation into a ‘Balanced Scorecard organisation’. The main advantages included an increased awareness of vision, linking operational tasks to strategic employees’ participation and flexibility. Shortcomings, on the other hand, included the perceived lack of contribution of the Balanced Scorecard to the final outcome as well as to the transformation process. A number of limitations were evident in the design, deployment and utilisation of the Balanced Scorecard in overcoming the barriers to strategy implementation and how to gain a sustainable competitive advantage in the networked economy. Important aspects surrounding employees and stakeholders were also highlighted as the design of the case study organisation’s original Balanced Scorecard is based on its value chain. However, due to the networked economy and its implications for the organisation, the Balanced Scorecard architecture should be modified to make provision for a networked design. These modifications should incorporate additional constructs that need to be taken into consideration when creating larger networks and establishing collaborative communities of practice. Key to the organisation’s future strategic value and intent is the successful implementation of change management (transformation) as a driver into the application of the Balanced Scorecard in the networked economy. Insight gained was used to propose a theoretical model based on global business landscape demands, utilising new and innovative strategies and business model architectures that require the convergence of aggregated metrics of all role players in the borderless network, as outlined in the ‘Networked Balanced Scorecard’ theoretical model. The theoretical model outlines how organisations can reform and integrate their Balanced Scorecards to support strategy formulation, implementation and control. It therefore supports sustainable competitive advantage and is based on embracing components of competitive intelligence and collaboration in the networked economy. It is thus suggested that organisations can no longer implement sustainable competitive advantage strategies in isolation, but need to focus on organisational development strategies that encapsulate the network concomitance structure and architecture, thereby attaining the new value proposition for strategic intent.

Human resources are the most important assets of any health system. In recent years it has been increasingly recognised that improving the performance of health personnel should be at the core of any sustainable solution to health system performance. However, it is widely acknowledged that health systems are not producing the desired output of health interventions due to factors such as insufficient skilled and experienced health personnel, demotivated health personnel, lack of management skills, poor working conditions and environment, and inadequate remuneration. This study explores the factors that affect performance of nurses in Namibia with the aim of providing a management framework for improving the performance of professional nurses. The study followed a quantitative research approach using an explorative descriptive design. A survey method using questionnaires was applied. The reaction to the study was positive as a response rate of 75.8% was obtained. Data analysis included identifying and comparing existence or absence of factors using the SSPS package. The target population included all professional nurses in Oshana, Otjozondjupa and Khomas regions. Baseline results revealed various factors which affect performance. The study revealed that hospitals currently have deficiencies in human resource management aspects such as recognition of employees who perform well, working conditions, implementation of performance appraisal systems, feedback on performance outcomes and management skills. These aspects are strongly associated with level of performance of health personnel. Based on the results, a management framework was proposed. The framework consists of activities for enhancing the nursing profession; strengthening knowledge and expertise, including management skills; improving performance; and generating knowledge through research. / Health Studies / D. Litt. et Phil.(Health Studies)

Dissertation submitted in the partial fulfillment for the requirements of the Degree of Master of Business Administration, Durban University of Technology, 2011. / Notwithstanding the unsurpassed planning efforts, municipalities nationally seem to be losing their battle in pursuit of sustainable development. South African municipalities find themselves confronted with a harsh reality and that is that after 12 years of legislated Integrated Development Planning (IDP), poverty remains widespread and persists alongside affluence, while inequalities are increasing. The mechanism of service delivery in municipalities is hampered by bureaucratic settings within Local Government and the ambiguity attached to some of the projects. The service and infrastructural developments targeted for the poor, and the involvement of communities in the affairs of the Local Government might be seen as a partial panacea for poverty alleviation in South Africa, however the capacity of Local Governments to effectively carry out this developmental challenge assigned to them might be a new twist in the developmental challenge facing Local Governments in South Africa. The commonly-employed approach to local development to the challenges of co-ordinating and integrating efforts has revealed clear evidence of the usefulness of sustainable local development which helps to promote effective planning methods based on a multi-sectorial approach to poverty reduction and community development for an integrated local development planning process. The literature review contained in this research indicates that in South Africa the implementation of the IDP at Local Government level impacts upon by the Performance Management System (PMS). This research which has been grounded within the positivist paradigm, evaluates the IDP as a performance management system at Ugu District Municipality. Interviews were conducted amongst employees of the Ugu District Municipality and the community served by the municipality to evaluate the extent to which the IDP is used as a tool to deliver sustainable development.