För verksamheter som arbetar processorienterat är det viktigt att kunna mäta och följa upp verksamhetens processer för att få svar på var man står i nuläget och hur framtida mål kan uppnås. Vid mätning av processer måste man dessutom veta vad som ska mätas, varför man gör det och göra det på rätt sätt. Ett sätt att mäta verksamhetens prestation är med Key Performance Indicators (KPI), mätetal som tagits fram för att möta verksamhetens målsättningar. LFV är ett statligt verk som ansvarar för flygtrafiktjänster i Sverige, och det är på avdelningen för Teknikuppdrag som denna studie utspelar sig. LFV har krav på sig från EU att reducera sina kostnader för flygtrafiktjänster med 2,4 % årligen fram till 2019, vilket öppnar upp för effektiviseringsåtgärder som kan bidra till besparingarna. Studien går ut på att kartlägga och ta fram relevanta KPIer för orderprocessen för produkten flygmätning, för att möjliggöra uppföljning av processen. För att finna lämpliga KPIer har en omfattande litteraturstudie genomförts, därtill har intervjuer med representanter från LFV utförts. Studien resulterade i en ny, korrigerad, processkarta för produkten flygmätning, samt i tre stycken KPIer som kan användas för att följa upp processen. Dessa tre KPIer är Ledtid, Leveransprecision och Andel felfria transaktioner. Utöver detta har även processens design uppmätts enligt mätetal speciellt utformade för detta.

Traditional manufacturing industry have developed a linear production path that involves resource extraction, energy usage, emissions released to air and water, and waste produced at volumes and rates that places increasing burden on the natural environment. These traditional manufacturing organizations have mostly viewed environmental activities separately from their core business operations. Today, organizations are shifting their manufacturing approach. There is a significant potential to reduce the energy use, emissions released, resource consumption and wastes produced through sustainable initiatives. Using environmental key performance indicators (KPIs) is one emerging sustainability initiative. Environmental KPIs depict the vast quantity of environmental data of a firm in a comprehensive and concise manner, applying mostly to set absolute material and energy data in relation to other variables in order to increase the informational value of quantitative data. In this thesis work, literature review and empirical study was carried out to find out the significant factors and the major challenges during the development and implementation of environmental key performance indicators (KPIs). A case study in four Swedish manufacturing companies was carried out to collect primary data which was later compared with literature review. The thesis work also highlights the management system used to implement environmental KPIs.

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The issue of performance indicators for colleges and universities in Ontario was first raised in the early 1990s by the Ministry of Education and Training’s Task Force on University Accountability. The decision to develop and use Key Performance Indicators (KPIs) was made in the 1990s (Ministry of Education and Training, 1998). The three KPIs for Ontario universities are Graduation Rates, Employments Rates, and OSAP Loan Default Rates. The declared purposes of the publication of the KPIs evolved over time. Initially, they were to enable parents and students with data to inform post-secondary education choice. The purposes then became benchmarks without any clear indication of what constituted satisfactory or unsatisfactory performance. Performance funding based on KPIs introduced a third phase. Finally, they were to influence the universities' programming behaviour without government’s direct intervention. The overall intent was to help universities improve their performance (MTCU, 2012). My study focused on the impact of KPIs on Ontario universities 10 years after they were instituted. This exploratory and descriptive study examined the history of why and how KPIs were introduced in Ontario and the perception of 12 key informants of 11 participating universities regarding the efficacy and effectiveness of the existing KPIs. The study sought to identify areas of concern of the participants and their suggestions on how the KPIs can be altered to improve their effectiveness. The findings provide an understanding of the impact of the KPIs and suggested alternatives, and provide valuable information and a potential source for evidence-based MTCU policy decisions that impact Ontario’s universities and their stakeholders. The findings suggest that a review and redefinition of the theory of accountability as applied in Ontario universities are required as the initial interpretation of accountability defined by the three KPIs is too narrow to be pragmatically useful. Most university participants perceived that the current KPIs are not having the intended impact. I recommend that both parties work together and be clear on each other’s goals and expectations to develop effective measures on institutional performance and accountability, and to satisfy the needs of the government, the universities and the public.

The issue of performance indicators for colleges and universities in Ontario was first raised in the early 1990s by the Ministry of Education and Training’s Task Force on University Accountability. The decision to develop and use Key Performance Indicators (KPIs) was made in the 1990s (Ministry of Education and Training, 1998). The three KPIs for Ontario universities are Graduation Rates, Employments Rates, and OSAP Loan Default Rates. The declared purposes of the publication of the KPIs evolved over time. Initially, they were to enable parents and students with data to inform post-secondary education choice. The purposes then became benchmarks without any clear indication of what constituted satisfactory or unsatisfactory performance. Performance funding based on KPIs introduced a third phase. Finally, they were to influence the universities' programming behaviour without government’s direct intervention. The overall intent was to help universities improve their performance (MTCU, 2012). My study focused on the impact of KPIs on Ontario universities 10 years after they were instituted. This exploratory and descriptive study examined the history of why and how KPIs were introduced in Ontario and the perception of 12 key informants of 11 participating universities regarding the efficacy and effectiveness of the existing KPIs. The study sought to identify areas of concern of the participants and their suggestions on how the KPIs can be altered to improve their effectiveness. The findings provide an understanding of the impact of the KPIs and suggested alternatives, and provide valuable information and a potential source for evidence-based MTCU policy decisions that impact Ontario’s universities and their stakeholders. The findings suggest that a review and redefinition of the theory of accountability as applied in Ontario universities are required as the initial interpretation of accountability defined by the three KPIs is too narrow to be pragmatically useful. Most university participants perceived that the current KPIs are not having the intended impact. I recommend that both parties work together and be clear on each other’s goals and expectations to develop effective measures on institutional performance and accountability, and to satisfy the needs of the government, the universities and the public.

Mini-research report presented in partial fulfillment of the requirements for the degree of Master of Business Administration at the University of Stellenbosch. / ENGLISH ABSTRACT: This research report is focused on the phenomenon that various Key Performance Indicators (KPIs) used by an organisation as part of their Performance Management systems in support of their strategic objectives will sometimes also drive non-productive behaviour. Thus although the intention might be that the KPI should promote a specific strategic objective, the very same KPI might drive additional behaviour that might not be aligned with the strategic objectives at all or could even be downright destructive. The purpose of this research study is to develop an analysis methodology that can be used to identify those KPIs that drive negative secondary behaviour (the intended positive behaviour being the primary behaviour). The methodology must also assist in identifying preventive measures that can be used to mitigate the risk posed by the negative behaviour. An interesting aspect of this research report is that it cross-references between the business and engineering disciplines by means of adapting techniques used in engineering to assist with a business management problem. The result of this research is a KPI Effectiveness Analysis that has gone through a trail phase where a number of case studies were analysed by means of this tool. The results were conclusive and the analysis tool found to be of great assistance. / AFRIKAANSE OPSOMMING: Hierdie navorsingsverslag fokus op die verskynsel dat Sleutel Prestasie Indikators (SPI's)wat deur ondernemings gebruik word as deel van hul prestasiebestuur-stelsels en wat ten doel het om die strategiese doelwitte van die onderneming te ondersteun, soms ook nie-produktiewe gedrag bevorder. Dus alhoewel dit die intensie met die SPI mag wees om gedrag te bevorder wat die strategiese doelwitte sal ondersteun, dieselfde SPI ook gedrag kan bevorder wat glad nie die strategiese doelwitte ondersteun nie en dalk self destruktief van aard kan wees. Die doel van hierdie navorsingstudie is om 'n analise metodologie te ontwikkel wat gebruik kan word om die SPI's te identifiseer wat negatiewe sekondêre gedrag bevorder (waar die bedoelde gedrag as die primêre gedrag gesien word). Die metodologie moet ook die identifisering van moontlike voorkomende stappe help fasiliteer wat gebruik kan word om die risiko van negatiewe gedrag te vernminder. 'n Interessante aspek van hierdie navorsingsverslag is dat daar 'n kruisverwysing gedoen word tussen die besigheids- en ingenieursdissipline deur tegnieke wat in die ingenieursrigting gebruik word aan te pas ten einde te help met 'n besigheidsbestuursprobleem. Die resultaat van die navorsing is 'n SPI Effektiwiteitsanalise wat tydens 'n toetsfase in 'n paar gevallestudies geanaliseer is deur hierdie metode te gebruik. Die resultate was konkreet en bewys dat die analise metode van groot hulp is.

El propósito de la presente investigación es Determinar si la implementación de los Dashboard permitirá mejorar la productividad de la obra “Rehabilitación de la protección del perímetro del Terreno de la Universidad Nacional de Piura colindante con la margen izquierda del Río Piura”. Para ello se ha investigado con respecto a dos variables: Implementación de Dashboards y Productividad. El estudio partió de la hipótesis que la implementación de los Dashboards influye significativamente en la mejora de la productividad de la obra “Rehabilitación de la protección del perímetro del Terreno de la Universidad Nacional de Piura colindante con la margen izquierda del Río Piura. Para probar las hipótesis se utilizó el estadístico de prueba de T de Student. En el estudio se trabajó con una muestra de 85 registros documentales, los cuales fueron obtenidos de la obra en mención, la recolección de datos se realizó mediante la técnica de la observación y análisis documental; con ello se pudo crear los indicadores de rendimiento o Kpi’s para la elaboración de los Dashboards. El diseño investigativo es Cuasi Experimental y longitudinal. Como resultado se demostró que la implementación de los Dashboard influye significativamente en la mejora de la productividad del área de estudio, ello permitió tomar decisiones para mejorar productividad de la obra, como resultado final se redujo en 10% el costo total de la obra. / The purpose of this research is to determine if the implementation of the Dashboard will improve the productivity of the work "Rehabilitation of the perimeter protection of the land of the National University of Piura adjoining the left bank of the Piura River." For this, it has been investigated with respect to two variables: Implementation of Dashboards and Productivity. The study started from the hypothesis that the implementation of the Dashboards significantly influences the improvement of the productivity of the work "Rehabilitation of the protection of the perimeter of the land of the National University of Piura adjoining the left bank of the Piura River. To test the hypotheses we used the Student's T test statistic. In the study we worked with a sample of 85 documentary records, which were obtained from the work in question, the data collection was made through the technique of observation and documentary analysis; with this it was possible to create the performance indicators or Kpi's for the elaboration of the Dashboards. The research design is Quasi Experimental and longitudinal. As a result it was demonstrated that the implementation of the Dashboard significantly influences the improvement of the productivity of the study area, this allowed to make decisions to improve the productivity of the work, as a final result the total cost of the work was reduced by 10%. / Trabajo de investigación

<p>Osnovni istraživački problem ove disertacije predstavlja selekcija indikatora performansi u postupku razvoja modela ključnih indikatora performansi za potrebe upravljanja i transparentnosti institucija visokog obrazovanja, uzimajući u obzir pre svega različite potrebe zainteresovanih strana u sistemu visokog obrazovanja. Konstatovano je da postoje razlike u oceni relevantnosi indikatora performansi između zainteresovanih strana, &scaron;to je predstavljalo osnovu za razvoj modela ključnih indikatora performansi institucija visokog obrazovanja i definisanje klasa relevantnih indikatora prema uočenim razlikama. Doprinos istraživanja ogleda se pre svega kroz nove informacije za naučnu i stručnu javnost koje mogu predstavljati kvalitetne podloge daljem razvoju u oblasti ključnih indikatora performansi institucija visokog obrazovanja, odnosno daljem unapređenju upravljačkih mehanizama ovih institucija.</p> / <p>The basic research problem of this dissertation is the selection of performance indicators in the process of developing a model of key performance indicators for the needs of governance and transparency of higher education institutions, taking into account the different needs of stakeholders in the higher education system. It was found that there are differences in the assessment of the relevance of the performance indicators among stakeholders, which provided the basis for the development of a model of key performance indicators of higher education institutions and the definition of classes of relevant indicators according to the observed differences. The contribution of the research is primarily reflected in new information for the scientific and professional public, which can be a good basis for further development in the area of key performance indicators of higher education institutions, or further improvement of the management mechanisms of these institutions.</p>

<p>The purpose of this paper was, on the basis of the association’s annual reports, to describe appropriate key performance indicators for non-profit associations. The purpose was furthermore to study how the associations show their goal-attainment.</p><p> </p><p>The research was delimited to contain the second category of non profit associations, which include sports associations. The authors choose three non profit associations, which according to the law, shall draw up annual reports. The three ice hockey associations HV71, MODO Hockey and Frölunda Hockey Club, were thereafter chosen on the basis of those delimits. The research was furthermore delimited to include the parent associations only.  </p><p> </p><p>The authors obtained the basis of the paper through studies of literature and annual reports and via an interview. The authors described different key performance indicators based on these studies and analytical assumptions.</p><p> </p><p>In the study it appeared that all of the three studied associations largely present their goal-attainment in the statement of activity, which is a part of the annual report. The financial key performance indicators that appeared were “the equity ratio” and “the gross profit margin”, which are considered to be appropriate for these three sport associations. It also appeared that the described appropriate non financial key performance indicators could be used as statistical measures to show the three studied association’s goal-attainments and with that consolidate the credibility in their annual reports.   </p>

The purpose of this paper was, on the basis of the association’s annual reports, to describe appropriate key performance indicators for non-profit associations. The purpose was furthermore to study how the associations show their goal-attainment.   The research was delimited to contain the second category of non profit associations, which include sports associations. The authors choose three non profit associations, which according to the law, shall draw up annual reports. The three ice hockey associations HV71, MODO Hockey and Frölunda Hockey Club, were thereafter chosen on the basis of those delimits. The research was furthermore delimited to include the parent associations only.     The authors obtained the basis of the paper through studies of literature and annual reports and via an interview. The authors described different key performance indicators based on these studies and analytical assumptions.   In the study it appeared that all of the three studied associations largely present their goal-attainment in the statement of activity, which is a part of the annual report. The financial key performance indicators that appeared were “the equity ratio” and “the gross profit margin”, which are considered to be appropriate for these three sport associations. It also appeared that the described appropriate non financial key performance indicators could be used as statistical measures to show the three studied association’s goal-attainments and with that consolidate the credibility in their annual reports.