Multiple-Technique Approach for Improving a Performance Measurement and Management System: Action Research in a Mining Company

Abstract

Many enterprises encounter difficulty in managing strategic goals and performance measures because of a lack of a systemic and objective procedure and method. Action research was conducted through a case study approach at a mining company to investigate this problem regarding performance measurement and management (PMM) and to identify potential solutions for application. This research proposes a multiple-technique approach (including the Delphi method, analytic network process, system dynamics simulation, dashboard visualization, and radio frequency identification tracking techniques) and a creative implementation framework for overcoming the shortcomings within a case company and those in the relevant performance measurement literature. This study demonstrates a step-by-step approach for establishing a PMM system using a real case example. Furthermore, for sustaining the effectiveness and efficiency of the PMM system, key performance indicators (KPIs) were continually monitored against a changing operational environment through design, measurement, analysis, and improvement processes to address problem areas occurring in the production and maintenance departments of a mining company. The benefits of the PMM system in practice are demonstrated by the outcomes of the mining company, with noticeable improvements observed in many KPIs.