Purpose - This thesis addresses the lack of research on Performance Management (PM) in Hidden Champions (HCs) due to development and implementation of a HC tailored PM system (PMS) in Action Research Design (AR). A HC tailored strategy map and PMS framework were elaborated to improve the financial and non-financial performance of the HC. Design/methodology/approach - A longitudinal case study with two AR cycles were performed to develop the HC tailored strategy map and framework for the PMS including their implementation using mixed methods data collection. A validated HC tailored strategy map and framework for the PMS implementation are presented. Findings - Findings show significantly increased financial and non-financial performance of the HC. The revenue of the case company increased by 11.6%, the return on revenue increased 3% up to 17%, customer satisfaction grew, throughput times shortened and leadership competencies improved. Findings further show that AR is an effective procedure for HC tailored PMS design and implementation. Research limitations and practical implications - The findings are based on one case study and needs to be tested in other HCs. Findings should be of interest to scholars in the field of PM, as well as practitioners improving financial and non-financial performance. Originality/value -This thesis contributes to knowledge of PM in HCs, and AR, as it provides a validated HC strategy map and framework for HC tailored PMS implementation in a HC. It provides an approach for practitioners to improve financial and non-financial performance in HCs.

「隱形冠軍」是全球各行業冠軍企業，其有許多成功關鍵因子，惟本研究欲針對「深耕顧客關係管理」著手，透過蒐集、鑽研、整理及分析其成功關鍵因素，以作為歸納分析整理之依循。 而經選拔出來的卓越「中堅企業」則是台灣優秀的中小企業，一樣有其優秀的成功特質，算是國內的隱形冠軍企業，相對於輔導「中堅企業」來說，其為政府重點輔導使其更具國際競爭力的施政經濟方針，經由分析專注本業且深耕顧客關係管理的「中堅企業」，也能產生出個案公司建議之方策。 但是「深耕顧客關係管理」是否果真適合一般企業借鏡效法？或是部分借鏡？或是全部效法？這部分須經過個案公司本身的體質檢查，須經過效益評估，才是企業能委身經營努力的目標，這就是尋求「企業營運價值（效益）最大化」，策略上的合理經營，採取最優的營運政策，使企業總價值達到最大化。 投資營運管理目標應與企業多個利益集團有關，從長期發展來看，不能只強調某一利益，而置其他利益於不顧，經過效益評估後才是企業經營管理的最優目標，因此本研究透過歸納分析，縝密的效益評估，終而產出最有利個案公司的具體建議。