This study contributes to the performance measurement (PM) literature by providing validated measures of PM system use and increased understanding of the impact of PM use on organizational outcomes. The purpose of this study was to articulate and test the relationships between PM system use, organizational learning, and organizational performance by taking into account the effects of PM-related technical factors (namely, PM system maturity and review process (RP) maturity). The concept of PM use was explored through the examination of its underlying processes, as reflected in the literature and two case studies, and a set of practices delineating PM use processes were proposed. Following a scale development approach, a measurement instrument of PM use was developed and validated with empirical data collected through a web-based questionnaire. The results from factor analysis showed the need to revise the initial set of PM use practices into five dimensions: monitoring, problem-finding, problem-solving, validating causal relationships, and validating improvement actions. Additionally, new measures were developed to assess PM and RP maturity factors. The factor analysis results identified four maturity variables: managed RP, optimized RP, PM design and PM implementation. Data from 216 managers participating in RP meetings were used to test the hypothesized relationships via partial least square (PLS). The results provide varying support for the hypotheses defined. First, the results show that monitoring directly impacts organizational performance while problem-finding, problem-solving and validating causal relationships indirectly impact organizational performance through shared vision and team learning. These indirect effects were positive in some cases and negative in others, depending on the direction of the relationship between the use variable and the organizational learning variable. Second, validating improvement actions did not influence organizational outcomes. Finally, the only moderating effect found was managed RP on the relationship between validating causal relationships and financial performance. Because of the weak support for moderating effects, an alternative model was proposed, exploring these maturity variables as antecedents of PM use. The results provided substantial support for this alternate model. Practical implications and areas for future research are also identified and discussed. / Ph. D.

Doctor of Philosophy (PhD) / Understanding factors that enhance or diminish performance levels of individuals is instrumental for achieving individual (low level) and organisational (high level) goals. In this study, the effect of social network structure, position, ties and information and communication technologies (ICT) use on performance attitudes of knowledge intensive workers in dispersed occupational communities is investigated. Based on social network theories of strength of weak ties and structural holes, and the social influence model of technology use, a theoretical framework is developed. In conjunction with qualitative interviews conducted with subject matter experts, the framework is used to further develop and refine a valid and reliable survey instrument. Secondly, network measures of degree centrality, density, structural holes (constraint and efficiency), tie strength and tie diversity are applied for exploring the association with ICT use and performance from a sample of 110 rural general practitioners. Empirical results suggest that network structure, position and ties of knowledge workers play a crucial role in individual performance and ICT use. In particular, degree centrality and task-level ICT use was found to be positively associated with performance while ego-network constraint was found to be negatively correlated with performance. In terms of ICT use, functional diversity and degree centrality were positively associated with task-level ICT use whereas ego-network efficiency was found to be negatively correlated with ICT use at the communication-structure level. Among the variables that showed significance, degree centrality best explained overall variance for performance, and functional diversity best explained overall variance for task-level ICT use, although professional accreditations remains a potent indicator also. The results from this study resonate with findings from past literature and extend traditional theory of social networks and performance within the micro level to include geographically dispersed individuals involved in knowledge intensive work. For individuals in such non-competitive settings, traditional network theories such as structural holes theory still apply. However, a key finding is that network structure is a much more potent predictor of performance although network position is important. The second key finding addresses a major gap in the literature concerning understanding social processes that influence ICT use. As the technology acceptance and the social influence models lack empirical evidence from a social networks perspective, this research shows that rather than the strength of ties which functions as a conduit of novel ideas and information, it is the functional tie diversity within individual professionals networks that increase ICT use at the task-level. Methodologically, the study contributes towards a triangulation approach that utilises both qualitative and quantitative methods for operationalising the study. The quantitative method includes a non-traditional “networks” method of data collection and analysis to serve as a fine complement to traditional research methods in behavioural studies. The outcome is a valid and reliable survey instrument that allows collection of both individual attribute and social network data. The instrument is theoretically driven, practically feasible to implement, time-efficient and easily replicable for other similar studies. At the domain level, key findings from this study contradict previous literature which suggests that professionals in occupational communities such as general practitioners decline in performance as they age. In fact, findings from this study suggest that age and experience do not affect for performance; rather, there is a negative relationship between experience and task-level ICT use, and that task-level ICT use is positively associated with performance in terms of attitudes to interpersonal care. Furthermore, degree centrality is also positively associated with professional accreditations, such as fellowship of the Royal Australian College of General Practitioners, which is conducive to performance in terms of attitudes to interpersonal and technical care. The contextual implication from the quantitative and qualitative evidence of this study is that while contemplating strategies for optimising ICT use or for improving attitudes to quality of care at the technical and interpersonal level, the importance of social structure, position and relations in the practitioner’s professional network needs to be considered carefully as part of the overall individual and organisation-level goals.

Doctor of Philosophy (PhD) / Understanding factors that enhance or diminish performance levels of individuals is instrumental for achieving individual (low level) and organisational (high level) goals. In this study, the effect of social network structure, position, ties and information and communication technologies (ICT) use on performance attitudes of knowledge intensive workers in dispersed occupational communities is investigated. Based on social network theories of strength of weak ties and structural holes, and the social influence model of technology use, a theoretical framework is developed. In conjunction with qualitative interviews conducted with subject matter experts, the framework is used to further develop and refine a valid and reliable survey instrument. Secondly, network measures of degree centrality, density, structural holes (constraint and efficiency), tie strength and tie diversity are applied for exploring the association with ICT use and performance from a sample of 110 rural general practitioners. Empirical results suggest that network structure, position and ties of knowledge workers play a crucial role in individual performance and ICT use. In particular, degree centrality and task-level ICT use was found to be positively associated with performance while ego-network constraint was found to be negatively correlated with performance. In terms of ICT use, functional diversity and degree centrality were positively associated with task-level ICT use whereas ego-network efficiency was found to be negatively correlated with ICT use at the communication-structure level. Among the variables that showed significance, degree centrality best explained overall variance for performance, and functional diversity best explained overall variance for task-level ICT use, although professional accreditations remains a potent indicator also. The results from this study resonate with findings from past literature and extend traditional theory of social networks and performance within the micro level to include geographically dispersed individuals involved in knowledge intensive work. For individuals in such non-competitive settings, traditional network theories such as structural holes theory still apply. However, a key finding is that network structure is a much more potent predictor of performance although network position is important. The second key finding addresses a major gap in the literature concerning understanding social processes that influence ICT use. As the technology acceptance and the social influence models lack empirical evidence from a social networks perspective, this research shows that rather than the strength of ties which functions as a conduit of novel ideas and information, it is the functional tie diversity within individual professionals networks that increase ICT use at the task-level. Methodologically, the study contributes towards a triangulation approach that utilises both qualitative and quantitative methods for operationalising the study. The quantitative method includes a non-traditional “networks” method of data collection and analysis to serve as a fine complement to traditional research methods in behavioural studies. The outcome is a valid and reliable survey instrument that allows collection of both individual attribute and social network data. The instrument is theoretically driven, practically feasible to implement, time-efficient and easily replicable for other similar studies. At the domain level, key findings from this study contradict previous literature which suggests that professionals in occupational communities such as general practitioners decline in performance as they age. In fact, findings from this study suggest that age and experience do not affect for performance; rather, there is a negative relationship between experience and task-level ICT use, and that task-level ICT use is positively associated with performance in terms of attitudes to interpersonal care. Furthermore, degree centrality is also positively associated with professional accreditations, such as fellowship of the Royal Australian College of General Practitioners, which is conducive to performance in terms of attitudes to interpersonal and technical care. The contextual implication from the quantitative and qualitative evidence of this study is that while contemplating strategies for optimising ICT use or for improving attitudes to quality of care at the technical and interpersonal level, the importance of social structure, position and relations in the practitioner’s professional network needs to be considered carefully as part of the overall individual and organisation-level goals.

As tecnologias consideradas inovadoras podem apresentar vantagens para o setor da construção civil, como no caso da produção de paredes e painéis autoportantes que representam um aprimoramento na eficiência e qualidade do processo produtivo. A partir do ano de 2009, a industrialização da habitação social foi estimulada pelo programa Minha Casa, Minha Vida (MCMV), mediante homologação do sistema construtivo inovador (SCI), no âmbito do Sistema Nacional de Avaliação Técnica (SiNAT). Para a obtenção do Documento de Avaliação Técnica (DATec), o produto inovador passa por avaliações de desempenho técnico, porém estas avaliações não respondem ao comportamento em uso destes produtos, e nem à manutenibilidade dos sistemas construtivos inovadores. Neste contexto, a Avaliação Pós-Ocupação (APO) se apresenta como um método adequado ao propiciar, pelos seus procedimentos, a avaliação do especialista técnico e a percepção do morador usuário. O desenvolvimento da presente tese partiu da elaboração de um protocolo para a aplicação sistemática de um conjunto de instrumentos integrados, desenvolvidos no âmbito do Projeto Inovatec da Financiadora de Estudos e Projetos (FINEP), possibilitando a avaliação do desempenho das moradias de três conjuntos habitacionais diferenciados pela tecnologia construtiva. Este primeiro resultado proporcionou a crítica aos instrumentos e a proposta de otimização do método. Os instrumentos otimizados foram submetidos à avaliação de dois especialistas em desempenho de sistemas construtivos. Como resultado, foi proposto o critério de avaliação do SCI, à luz da ABNT NBR 15575:2013, de acordo com a relevância dos fatores de desempenho. Os resultados mostraram que o desempenho em uso dos sistemas construtivos inovadores é satisfatório, embora se apresentem indicações de reavaliação do sistema construtivo quanto aos procedimentos de manutenção e o fornecimento de assistência técnica. Além disso, recomendou-se a necessidade de reavaliação das interfaces dos sistemas construtivos e das falhas sistemáticas oriundas do projeto e da execução, sobretudo as que se referem à estanqueidade e à segurança, por comprometerem a habitabilidade da moradia, a durabilidade e a vida útil do sistema de vedações. / Technologies considered to be innovative can present advantages for the construction industry, as in the case of the production of self-supporting walls and panels that represent an improvement in the efficiency and quality of the production process. Since 2009, the industrialization of social housing in Brazil was stimulated by the My House My Life program (PMCMV- Programa Minha Casa Minha Vida), through the approval of the innovative construction system (SCI), under the Brazilian Technical Assessment System (SiNAT). To obtain the Technical Evaluation Document (DATec), an innovative product must be submitted to technical performance evaluations, however these evaluations do not address the behavior of these products once in use, nor to the maintainability of the innovative construction systems. In this context, the Post- Occupancy Evaluation (POE) presents an adequate method for providing, through its procedures, an evaluation by a technical specialist and the perception of the residentuser. The development of this thesis was based on the elaboration of a protocol for the systematic application of a set of integrated instruments developed under the Inovatec Project Funding for Studies and Projects (FINEP), facilitating evaluation of the performance of the houses in three different housing complexes differentiated by the construction technology used. This preliminary result provided a critique of the instruments and a proposal for optimization of the method. The optimized instruments were submitted to two specialists for evaluation of the performance of the construction systems. As a result, SCI evaluation criteria were proposed, within the context of the Brazilian Association of Technical Standards ABNT NBR 15575: 2013, according to the relevance of the performance factors. The results showed that the performance in use of the innovative construction systems is satisfactory, however suggestions arose for the reassessment of the construction system regarding maintenance procedures, and provision of technical assistance. Moreover, the need for the re-evaluation of the interfaces of the construction systems and the systematic failures originating from the design and project execution, especially those related to watertightness and safety, were advised, because they compromise the habitability of the dwelling, as well as the durability and the useful life of the wall system.

As tecnologias consideradas inovadoras podem apresentar vantagens para o setor da construção civil, como no caso da produção de paredes e painéis autoportantes que representam um aprimoramento na eficiência e qualidade do processo produtivo. A partir do ano de 2009, a industrialização da habitação social foi estimulada pelo programa Minha Casa, Minha Vida (MCMV), mediante homologação do sistema construtivo inovador (SCI), no âmbito do Sistema Nacional de Avaliação Técnica (SiNAT). Para a obtenção do Documento de Avaliação Técnica (DATec), o produto inovador passa por avaliações de desempenho técnico, porém estas avaliações não respondem ao comportamento em uso destes produtos, e nem à manutenibilidade dos sistemas construtivos inovadores. Neste contexto, a Avaliação Pós-Ocupação (APO) se apresenta como um método adequado ao propiciar, pelos seus procedimentos, a avaliação do especialista técnico e a percepção do morador usuário. O desenvolvimento da presente tese partiu da elaboração de um protocolo para a aplicação sistemática de um conjunto de instrumentos integrados, desenvolvidos no âmbito do Projeto Inovatec da Financiadora de Estudos e Projetos (FINEP), possibilitando a avaliação do desempenho das moradias de três conjuntos habitacionais diferenciados pela tecnologia construtiva. Este primeiro resultado proporcionou a crítica aos instrumentos e a proposta de otimização do método. Os instrumentos otimizados foram submetidos à avaliação de dois especialistas em desempenho de sistemas construtivos. Como resultado, foi proposto o critério de avaliação do SCI, à luz da ABNT NBR 15575:2013, de acordo com a relevância dos fatores de desempenho. Os resultados mostraram que o desempenho em uso dos sistemas construtivos inovadores é satisfatório, embora se apresentem indicações de reavaliação do sistema construtivo quanto aos procedimentos de manutenção e o fornecimento de assistência técnica. Além disso, recomendou-se a necessidade de reavaliação das interfaces dos sistemas construtivos e das falhas sistemáticas oriundas do projeto e da execução, sobretudo as que se referem à estanqueidade e à segurança, por comprometerem a habitabilidade da moradia, a durabilidade e a vida útil do sistema de vedações. / Technologies considered to be innovative can present advantages for the construction industry, as in the case of the production of self-supporting walls and panels that represent an improvement in the efficiency and quality of the production process. Since 2009, the industrialization of social housing in Brazil was stimulated by the My House My Life program (PMCMV- Programa Minha Casa Minha Vida), through the approval of the innovative construction system (SCI), under the Brazilian Technical Assessment System (SiNAT). To obtain the Technical Evaluation Document (DATec), an innovative product must be submitted to technical performance evaluations, however these evaluations do not address the behavior of these products once in use, nor to the maintainability of the innovative construction systems. In this context, the Post- Occupancy Evaluation (POE) presents an adequate method for providing, through its procedures, an evaluation by a technical specialist and the perception of the residentuser. The development of this thesis was based on the elaboration of a protocol for the systematic application of a set of integrated instruments developed under the Inovatec Project Funding for Studies and Projects (FINEP), facilitating evaluation of the performance of the houses in three different housing complexes differentiated by the construction technology used. This preliminary result provided a critique of the instruments and a proposal for optimization of the method. The optimized instruments were submitted to two specialists for evaluation of the performance of the construction systems. As a result, SCI evaluation criteria were proposed, within the context of the Brazilian Association of Technical Standards ABNT NBR 15575: 2013, according to the relevance of the performance factors. The results showed that the performance in use of the innovative construction systems is satisfactory, however suggestions arose for the reassessment of the construction system regarding maintenance procedures, and provision of technical assistance. Moreover, the need for the re-evaluation of the interfaces of the construction systems and the systematic failures originating from the design and project execution, especially those related to watertightness and safety, were advised, because they compromise the habitability of the dwelling, as well as the durability and the useful life of the wall system.

The use of performance information is the backbone of performance management. Performance information use refers to the willingness of public managers or other relevant stakeholders to incorporate quantitative or qualitative data in their decision-making. Both routine and nonroutine performance information is considered essential in managers’ decision making. Understanding the organizational factors that motivate public managers to use performance information is an important topic in the literature and practice of performance management. Although the number of studies on information use is growing, little is known about the impact of Organizational Social Capital (OSC). OSC is composed of the sub-dimensions of social interaction, trust, and shared goals. The main argument of this study is that OSC fosters performance information use in public administrations. It is expected that departments with high levels of organizational social capital are more likely to use both routine and nonroutine performance information. To test the hypothesized effect, department heads, middle managers, and other individuals with a supervisory role from 513 Florida County Government departments were surveyed. Furthermore, interviews, focus groups, and analysis of secondary data were performed to provide the context and the narrative surrounding the hypothesized effect. Analysis of the survey data reveals evidence in support of the hypothesized effects. Furthermore, the comparative case study analysis shows the existence of substantial differences in the history, background, organizational culture, and management between the two counties. The main findings show how reorganization processes as well as a lack of leadership may have detrimental effects to organizational social capital. Organizational social capital could be considered a relevant predictor of performance information use and thus deserves further attention from both researchers and practitioners.

Thesis (PhD)--Macquarie University, Macquarie Graduate School of Management, 2006. / Bibliography: p. 253-276. / Introduction -- Knowledge and knowledge management systems -- Towards a measurement model of KMS success -- Research methodology -- Data analyses and results -- Conclusions and implications. / Knowledge management is becoming pervasive in organizations. Information technology (IT) has been widely used in organizational knowledge management initiatives, and organizations continue to invest in IT expecting that its use will improve knowledge workers' productivity and organizational performance. -- Knowledge management systems (KMS) are information technology applications designed for knowledge management. The pervasive use of KMS in organizations has raised crucial concerns about the use and value of KMS, which can be expressed as two key questions: - What are the key determinants to the users' acceptance and use of KMS in their daily work? - What is the actual role of KMS in the support of knowledge management? -- For this thesis, empirical research was conducted on KMS success in organizations from a social capital perspective, aiming to tackle these critical questions. Based on a review of existing studies on knowledge management and information systems success, two KMS research models are developed, namely a Socio-Technical System Framework of KMS and an Adaptive Structuration Theory (AST)-based KMS Success Model. The socio-technical framework model of KMS sets out the main KMS components and the interrelationships between these components, presenting a systematic view of KMS in organizations. The AST-based KMS success model represents dynamic and evolutionary KMS in organizations, proposing a system-to-value chain of KMS success linking KMS use to social capital, and to intellectual capital. In the research, the two models have been operationalized; consequently, a set of theoretical hypotheses has been derived. -- A set of survey instruments has been developed or adapted for the study. A preliminary study is used to test, adapt, and modify the new instruments. A web-based cross-sectional survey is conducted, and a sample of 362 knowledge workers from a variety of organizations enables the researcher to further validate the new instruments, assess the research models, and test the hypothesized relationships through structural equation modeling techniques (PLS and LISREL). The results provide clear evidence of the newly developed instruments' reliability, validity, and general applicability, and demonstrate that the research models have good explanatory power for the variances in the KMS use and social capital constructs. Significantly, the study has confirmed that KMS does have the expected significant positive effects on individual social capital development, a critical social infrastructure for knowledge management. The significant positive impacts of KMS use on three dimensions of social capital-structural, relational, and cognitive dimension-have been assessed, and significant findings have been achieved. Moreover, a set of potential critical determinants to users' acceptance and use of KMS has also been assessed in the study. The results have demonstrated the different levels of impacts of these factors on the users' acceptance and use of KMS. -- Based on the research results, recommendations are made for managers, and implications have been drawn for future research. -- Keywords: Knowledge Management Systems (KMS), KMS success measurement, performance-related use of KMS, structural equation modeling, social capital. / Mode of access: World Wide Web. / ix, 277, A23 p. ill