The purpose of this thesis is to identify the factors that drive efficiency and effectiveness in technical development projects performed at ÅF’s department of product development. In addition to identifying and analyzing these factors, the thesis also analyzes what needs to be taken in to account in order to implement a measurement system that is able to both monitor and control the identified factors. The thesis has been performed in a qualitative manner. It is based on interviews with people from several different technological companies, within different lines of business, all of which are customers to ÅF’s department of product development. The results show that there are seven critical factors for project efficiency and effectiveness. These consist of: Communication, Project scope, Top management support, Technical competence, Availability of technical equipment, Processes and methodologies and, lastly, Motivation. In order to measure these factors, a KPI based measurement system has been analyzed and recommended. To be able to establish a measurement system for specific development projects, the measurement system needs to be able to take a great number of things into consideration. The selected KPIs need to reflect and represent critical factors for efficiency and effectiveness, but also at the same time be adapted to different aspects such as the project’s resources, activities and deliverables. Lastly, the thesis discusses the use of a KPI library in addition to a set of criteria for choosing appropriate KPIs, and exemplifies how to present the chosen KPIs.

Syftet med studien är att studera hur projekt inom besöks- och evenemangsbranschen avgör huruvida ett projekt varit framgångsrikt eller ej.Efterföljande frågeställning Hur är upplevelsen av framgångskriterier inom projekt i branschen? fördjupar ämnet ytterligare. Studien genomfördes med en kvalitativ metod och en induktiv ansats där semistrukturerade intervjuer användes för att besvara syfte och frågeställning. Respondenternas kärnfulla berättelser mynnade ut till ett resultat med tre centrala teman som var framstående för studien: Den komplexa vägen till framgång, Är vi på väg åt rätt håll? samt Vi får inte glömma vad vårt egentliga uppdrag är. Därefter har en diskussion formats med utgångspunkt av temana där efterföljande slutsatser formulerats där upplevelsen av framgångskriterier inom branschen är komplex. Sammanfattningsvis har studien påvisat en stor utmaning och komplexitet som besöksnäringen både har och står inför varje projekt. Detta då flera delar som förväntningar bland alla intressenter tillsammans med destinationens stärkande och utveckling alltid är något som bör tas i beaktning. Även mätningen av framgångskriterier upplevs vara en utmanande del, då det i flera lägen på förhand inte går att avgöra vilken nivågräns som siffror och nyckelvärden bör uppnå. / The purpose of the study is to study how projects in the hospitality and event industry determine whether a project has been successful or not. Research question How is the experience of success criteria in projects in the industry? deepens the subject further. The study was conducted with a qualitative method and an inductive approach where semi-structured interviews were used to answer purpose and question. The respondents' core stories led to a result with three central themes that were prominent for the study: The complex path to success, Are we heading in the right direction? and We must not forget what our real mission is. Furthermore, a discussion has been formed on the basis of the themes where subsequent conclusions have been formulated where the experience of success criteria in the industry is complex. In summary, the study has demonstrated a great challenge and complexity that the tourism industry both has and faces in every project. This is because several parts such as expectations among all stakeholders together with the destination's strengthening and development is always something that should be considered. The measurement of success criteria is also perceived as a challenging part, as in several situations it is not possible to determine in advance which level limit quantity and key values should achieve.