The objective of this study is to examine the current practices related to performance measurement in service operational settings. Several statistical procedures are utilized to analyse the data collected from Portuguese service organizations. These procedures include multiple regression analysis, cluster analysis, and gap analysis. Overall, the results of this study indicate that service organizations are beginning to view performance from a broad, organizational perspective. However, they are still, to a certain extent, emphasizing financial measures of performance. This study provides managers of service organizations with valuable insights into the organizational role of performance measures and measurement. This line of research is consistent with the significant growth of the service sector in recent years.

Purpose: Given the increasing emphasis on performance measurement and improvement, the purpose of this paper is to examine the current views of manufacturing executives on key aspects of performance measures. Specifically, this research focuses on current practices related to extent of use, predictive value and availability of information for 63 performance measures. Design/methodology/approach: This study was survey based. The research instrument used to collect the data was constructed based on the literature. Several statistical analysis procedures including regression analysis, cluster analysis and gap analysis are utilized to accomplish the objective of this study. Findings: The results are compared to findings obtained from a previous study, conducted five years ago, to assess any potential changes with regard to the issues studied. The comparison of the findings from both studies revealed some similarities and significant differences attributed to the changing environment. Research limitations/implications: The focus of this study was Portuguese manufacturing organizations. It is quite possible that the findings may or may not hold in a global context. Since this study was survey based, it had all the limitations of survey-based research. Practical implications: Despite some limitations, this study provides practicing managers with useful information regarding performance measures and measurement practices. It has significant and direct implications to organizational performance information systems. Originality/value: This paper represents an important step toward refining the theory and practice of performance measurement in manufacturing organizational operational context.

Purpose: This paper aims to examine, the specific literature related to performance measurement in the service sector. In the process, it also aims to classify and examine innovative approaches and models utilized to measure performance in service operational settings. Based on this investigation, the paper seeks to identify relevant benchmarking implications. Design/methodology/approach: A database of 141 peer-reviewed publications, published between 1981 and early 2008, was utilized for the purpose of this paper. The published works included contributions from both practioners and scholars. Findings: The International Journal of Productivity and Performance Management is found to be the leading journal in terms of contributions to performance measurement in service operational settings. It contributed 25 articles. The bulk of published work appeared in international journals. These contributions were mixed in nature. They included empirical, conceptual, case studies, literatures reviews and interviews. The focus of the articles examined was also mixed. These articles tended to emphasis operational, customer, strategic, supplier, and environmental aspects of service. Research limitations/implications: Based on the findings of this paper, it is concluded that this area of research is in need of more future efforts aimed at solidifying theoretical constructs and practical applications. Practical implications: Findings derived from this investigation have relevant benchmarking implications. In this context, understanding the different approaches to performance measurement as utilized in service organizations is critical to the efforts of these organizations' performance improvement efforts. Originality/value: Understanding the types and scopes of the different approaches and models utilized to measure performance in service operational settings is important in light of the growing significance of the service sector.

Purpose - The purpose of this paper is to propose a systematic approach to measuring, tracking, monitoring and continuously improving service efficiency, availability and quality in hospitality operational settings. Design/methodology/approach - The proposed measure of service operational effectiveness (SOE) consists of three indicators. They include the availability indicator, the quality indicator, and the efficiency indicator. Findings - The paper finds that the proposed operational performance approach based on the SOE is consistent with the themes of performance measures and measurement reported in the literature. Research limitations/implications - In this paper, the proposed service operational effectiveness approach represents a serious attempt at quantifying the key facets of service effectiveness in hospitality operational settings. The validation of this performance assessment and measurement approach is worthy of future research. Practical implications - The paper sees that the approach advocated by the SOE has operational and strategic relevance to decision-makers of hospitality organizations. Field interviews with hospitality operating managers in different operating base cultures confirmed this. Originality/value - This paper presents a practical, systematic approach to the problem of enhancing service operational effectiveness in hospitality organizations. Relevant implementation issues associated with the proposed approach are also addressed. Interviews with operational managers representing different types and sizes of hospitality organizations in different operational cultures were utilized to provide initial validation of the proposed approach and to shed some light on relevant practical implementation issues.

America’s founding fathers identified education as the key for sustaining democracy and economic growth. When determining how the new country would organize education, they decided not to centralize higher education institutions under a national university, thus creating a federalist system unique from the European model. This format allowed for diversity in educational missions, which many theorists suggest allows the country to serve its heterogeneous population. Many institutions that focus on social equity do not perform as high as institutions with selective admissions criteria. As governments begin enforcing accountability policies that encourage performance, institutions with social equity missions may be adversely affected. Furthermore, higher education leaders fear that the focus on performance downplays the role of educational effectiveness. This research developed an Educational Performance Index (EPI)—a tool that combines measures of efficiency, effectiveness, and equity—to serve as an evaluation instrument for higher education institutions. The results of the study indicated that social equity related missions do have a negative relationship to traditional efficiency metrics; however, the composite EPI was not influenced by institutional characteristics, such as Carnegie Classification and attributes indicative of social equity missions. By controlling for these mission-related features, institutional performance can be measured more comprehensively. A third hypothesis compared the EPI scores to those of traditional academic rankings to test whether the EPI was similar to existing measures. This hypothesis was partially supported, but it also excluded nearly half of the institutions in the study because they did not have regional rankings. Through an exploration of the literature, this study asserts that the way higher education is measured has consequences in how institutions fulfill their missions. Current performance measures both in terms of graduation rates and in terms of academic rankings promote social inequity. The conclusions of this study presents an alternative instrument that provides an accountability mechanism that does not disincentivize institutions from serving the public good.

Supply chain management has evolved over the course of history in order to provide faster and efficient service to those companies that follow its principles. As there have been advances in technology and changes in the way business is conducted across the globe, supply chains also have had to change in order to remain effective. With greater attention paid to resource depletion, environmental impact, and waste reduction; the concept of closed-loop supply chains has garnered the attention of managers who look to make their production processes more efficient. Finding ways to judge the performance of these supply chains is critical to managers. By identifying key performance measures, they are able to gauge how their closed-loop process is performing as well as identify areas for improvement.

No description available.

Yes

Road authorities around the world have been innovating and finding ways to cope with the high cost of road network maintenance, the growing demands of road users and the changing traffic type and volume. A well-maintained road is needed to make the network sustainable for future generations. Improving road maintenance management in the Philippines, based on New Zealand experience, is the goal of this research with the theme of managing the change from method-based specifications to the adoption of performance-based specifications for unsealed low-volume roads. The New Zealand Local Government Act 2002 prescribes the requirements for the provision, operation, and management of the local road network, consistent with the Land Transport Management Act 2002 and the New Zealand Land Transport Strategy. The maintenance management system used by New Zealand road controlling authorities (RCAs) was determined by survey and a profile of RCAs that have adopted performance-based specifications was established. RCAs that adopted performance-based specifications had employed asset managers, used the Road Asset Maintenance Management (RAMM) system as an asset management tool, engaged consultants for specialised skills, employed more engineers, had highly developed performance specifications, conducted customer surveys, and had more resources in terms of rates and revenues than RCAs that had not adopted performance-based specifications. The proposed performance-based specifications for sealed and unsealed roads were also presented in this thesis. The Department of Public Works and Highways of the Philippines has implemented three long-term performance-based maintenance pilot projects, all completed by 2005. The lessons learned from the pilot projects, together with the New Zealand survey results will guide road authorities in the Philippines to improve the implementation of future long-term performance-based maintenance contracts (LTPBMC) on national roads, and possibly apply the same to low-volume roads.

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.