Abstract
Performance measurement has become an increasingly important issue in recent years. In spite of the remarkable progress that has been achieved in this area of research, many performance measurement initiatives fall short of their potential in supporting decision-making. This paper argues that adopting a multi-method approach to assessing performance has the potential to result in more comprehensive and effective performance measurement systems. To support this assertion, the paper discusses the development of a performance measurement system for a Business Tax Department, which combined the use of several operational research (OR) techniques including qualitative system dynamics, data envelopment analysis and multiple criteria decision analysis. The use of these OR techniques was influential in developing and implementing the performance measurement system and has the potential to be transferred to other contexts.
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