Performance Measurement Management Research Articles

Developing a benchmarking system for architecture design firms

PurposeThe construction industry’s business model is mainly based on the interaction among the architecture office, the engineering office and the construction company. The performance and practices of architects’ offices, unlike those of the other actors, are difficult to characterize and there have been few studies on these issues. To better understand architects’ performance, the purpose of this paper is to develop a benchmarking tool based on real practices identified by managers of Chilean architecture offices.Design/methodology/approachThe research method includes a complete literature review, followed by a study of a sample of nine Chilean architecture offices, with whom a series of four workshops was developed, to establish both performance indicators and relevant management practices. Finally, these metrics were applied in an architectural office as a pilot case.FindingsFour management dimensions were defined: client management, external coordination, internal organization and human resources. Key performance indicators were divided into process, financial and quality indicators. The workshops carried out with the architectural offices demonstrated the relevance of benchmarking tools such as the one developed, which enables the systematic measurement of both management practices and performance indicators.Originality/valueAlthough there have been several efforts to create benchmarking tools for the construction industry, few efforts have focused on architecture offices. Therefore, this research aims to explicitly identify management practices that can be used for this type of organization and to coordinate among multiple actors to find the best way to measure their performance, other than the fulfilment of schedules and budgets.

Organizational and Process Improvements of Investment Processes Administered by Courts in the Czech Republic

The goal of this paper is to identify gaps in the efficiency of investment processes of courts in the Czech Republic and to analyse their causes.The authors also suggested some innovative solutions. Preliminary literature research shows that this problem hasn´t been solved yet. Based on the results of the research, the court administration effectiveness lags behind optimum performance. Any further protraction of existing practices would cause inefficiencies and funds wasting. The court administration still operates within the framework of bureaucratic-administrative processes, the foundations of which were laid down in later Austrian-Hungarian monarchy. Moreover, the fundamentals of modern management approaches, like process management or innovation performance measurement haven´t been tackled yet. The main originality of this research lies in lack of a similar investigation to be carried out at the Ministry of Justice.

Evaluating comparative performance of Indian engineering educational institutes based on TQM criteria for internal benchmarking

PurposeThe purpose of this paper is to provide a framework for designing a multiple performance measurement tool for evaluating, comparing and benchmarking the working of engineering educational institutes in a group based on total quality management (TQM) criteria and performance measurement criterion, respectively.Design/methodology/approachProposed framework is based on fuzzy analytic hierarchy process (FAHP) which takes in to account the fuzziness of human opinion for realistic outcome and generalization of the results. Based on the proposed framework a case study was conducted on engineering institutes of central India for collecting data and analyzing the current practices followed in these institutes. A relationship among TQM implementation criterion was developed, their respective weights derived and then institutes were ranked.FindingsIt was found that the rank of institutions based on both the criterion is same, which indicates that the institutes having better TQM implementation have better performance.Research limitations/implicationsThe research in this paper is limited to Indian scenario; studies in other countries and sectors may be conducted to compare the results obtained.Practical implicationsThe results will help policy makers in identifying institutions having poor performance in the region.Originality/valueThe paper is navel in its attempt to provide a model based on TQM criteria for evaluating the working of engineering educational institutes in a group in terms of their relative weightage and benchmark.

Performance management in logistics companies – two-dimensional approach

The main aim of the article is to emphasize the problem of selecting performance management (PM) indicators in logistics companies. This issue is particularly significant, because the proper selection of PM measures affect on: the effectiveness of the implemented performance measurement system, the nature of information provided to its individual stakeholders, the system of interconnections within the organization, and often even the efficiency of the entire business entity on the market. However, paper draws attention to the potential of deliberately distorting the reported company results by the management team. Hence the secondary goal of the article is to select various tools and/or techniques, which may be helpful in assessing the quality of reporting PM - in relation to the real earnings management (REM). The applied research methods are based on a critical analysis of the literature on the subject matter.

Performance Management in Logistics Companies - a Two - Dimensional Approach

The main aim of the article is to emphasize the problem of selecting performance management (PM) indicators in logistics companies. This issue is particularly significant, because the proper selection of PM measures affect on: the effectiveness of the implemented performance measurement system, the nature of information provided to its individual stakeholders, the system of interconnections within the organization, and often even the efficiency of the entire business entity on the market. However, paper draws attention to the potential of deliberately distorting the reported company results by the management team. Hence the secondary goal of the article is to select various tools and/or techniques, which may be helpful in assessing the quality of reporting PM - in relation to the real earnings management (REM). The applied research methods are based on a critical analysis of the literature on the subject matter.

Supply Chain Innovation: The Core Capabilities Required and Expected Outcomes

Supply chain innovation comes with several benefits. Notably, it promotes agile response to customer demands, competitiveness and business continuity. However, what fundamental capabilities or competencies do businesses require to successfully achieve supply chain innovation? An in-depth desk research was conducted to investigate these capabilities in addition to the eventual business performance outcomes. A theoretical research model was developed, extending current literature relating to supply chain innovation. The model comprises of eight hypotheses that are split into two sets-capabilities (or competencies) required for successful supply chain innovation and positive outcomes driven by such innovation. Findings show that constant SC process improvements, collaboration and communication, new business models, demand management, and SC performance measurement contribute to consequently supply chain innovation. The resultant SC innovation capability results in greater SC agility and resiliency, value creation, and overall business sustainability.

A Study on the Performance Measurement for Reverse Logistics Using AHP

본 연구는 효과적인 물류관리 및 역물류관리를 위해 기업의 역물류관리에 영향을 미치는 다양한 기업 내부 및 외부 요인들을 검토하고, 역물류성과관리측정 모형을 개발하기 위해 시도되었다. 이를 위해 상대적 중요도와 우선순위를 이해할 수 있도록 추출된 요인과 측정요소를 중심으로 3단계 계층적 구조 모형을 개발하고 AHP를 적용하여 실증연구를 수행하였다. 실증분석 결과 및전략적 시사점은 다음과 같이 요약된다. 첫째, <제1단계> 최상위기준은 역물류관점에서 고려되는 기준으로, 경제적 관점, 사회적 관점, 고객서비스관점, 법적 관점의 4개 관점이 추출되었는데, 이중 법적 관점(0.667)이 가장 중요한 요인인 것으로 분석되었다. 둘째, <제2단계> 요인(상위기준)의 역물류 구성요인은 가치 창출, 관리비, 경영성과, 기술혁신, 사회 안전, 사회와 환경 활동, 고용 창출, 장기적 관계, 서비스 차별화, 법률 준수의 10개 요인으로 구성되었는데, 경제적 관점의 경우는 가치 창출(0.521)이, 사회적 관점의 경우는 기술혁신(0.372)이, 고객서비스관점의 경우는 장기적 관계(0.722)가 가장 높게 나타났다. 이와 같은 결과는 기업이 효과 적인 역물류 성과관리를 위해서는 역물류성과에 영향을 주는 다양한 요인들 중 가장 우선적으로 고려할 사항은 법적 관점 혹은 경제적 관점으로, 경영자는 이에 초점을 두어 의사결정을 해야 함을 시사한다.The purpose of this study is to examine the internal and external factors affecting the reverse logistics management and to develop the reverse logistics performance management measurement model for effective logistics management and reverse logistics management. To do this, this study conducted an empirical study using AHP to understand relative importance and priorities, and developed a three -level hierarchical structure model based on extracted factors and measurement items. Empirical results and strategic implications are summarized as follows. First, <the first level hierarchy> is to consider the four aspects of the economic, social, customer service, and legal aspects of the reverse logistics perspective. Among them, the legal perspective (0.667) was the most important factor. Second, the factors of the reverse logistics of <the second level hierarchy> factors are value creation, management cost, management performance, technology innovation, social safety, social and environmental activity, creation of employment, long term relationship and service differentiation and value creation(0.521) in the economic perspective, technological innovation (0.372) in the social perspective, and long term relationship (0.722) in the customer service perspective were the most important factors. These results suggest that for effective reverse logistics performance management, decision-making should be focused on legal or economic aspects as the most important factors to be influenced by reverse logistics performance.

Work zone traffic management in rehabilitation of M-2

Pakistan has a population of over 199 million and total road network of approximately 264,400 kilometers that serve about 16.2 million vehicles of all types. According to WHO estimates, there were approximately 30,000 annual Road Crash Fatalities (RCF) in Pakistan in year 2010. Work zone crashes account for significant proportion of all traffic crashes in Pakistan due to higher crash rate as compared to other parts of the highway network. Highway work zone is referred to road area where highway construction, maintenance or activity related to utility maintenance takes place. Workers in highway work zone are exposed to a variety of hazards and face risk of injury and death from construction equipment as well as passing motor vehicles. Safety measures and better understanding of risks involved while moving through the work zone have significant effects on the overall safety climate at work zones. Mismanaged work zone traffic increases the travel time delays, safety issues, vehicle operating costs (VOC) and other associated costs. Performance measures for the work zone traffic management includes user costs (travel time delay, crash cost, VOC), incident response and clearance time, queue length and community complaint. Different work Zone Traffic Management methodologies are being practiced worldwide and extensive research has been carried out at international level on country specific highway work zone safety but in Pakistan very few studies have been carried out on highway work zones. This research aims to critically analyze the impacts of the different Work Zone Traffic Management methods and recommend the best option for Expressways / Motorways in Pakistan. For the purpose of research, the author has selected a section of Motorway (M-2). Two different work zone traffic management methods are being followed in rehabilitation of M-2 .i.e. Parallel / Adjacent Method and Median Cross-Over Method. Performance measures selected for purpose of analysis are Travel Time Delay, Crash Cost (Safety) and VOC and data collected on section of M-2. After critical analysis, it is concluded that Parallel/ Adjacent Method results in lesser Travel Time delay and lesser VOC due to higher operating speeds and thus has higher savings, whereas Median Cross over Methods yield more Crash Cost savings. Keeping in view the driving habits / skills, poor maintenance of vehicles in Pakistan and risk of fatal accidents involved in parallel /adjacent method, median cross over method is preferred.

Performance Management in Anti-Corruption Authorities Indonesian and Swedish Cases

This paper investigates how Anti-Corruption Authorities (ACA) make use of performance measurement in order to improve performance management. The research framework has been developed from Ferreira and Otley (2009). The authors used a qualitative method with multiple case study in order to perform comparative research. Indonesia’s Komisi Pemberantasan Korupsi and Swedish National Anti-Corruption Unit were chosen as the sample of the study. The research found that both of the authorities has a greatly different performance management system and performance measurement. It can be seen from the use of key performance indicators and its role in the management control system, as well as the target setting, performance evaluation, and rewards.

호텔직원의 지식경영 성과측정에 관한 연구

호텔직원의 지식경영 성과측정에 관한 연구

Factors influencing successful net promoter score adoption by a nonprofit organization: a case study of the Boy Scouts of America

To better manage a far-flung, volunteer-dominated workforce, the Boy Scouts of America (BSA) incorporated a customer feedback metric, the Net Promoter Score (NPS), into its performance management measures in 2012. The customer feedback program collected, analyzed and disseminated NPS scores, loyalty driver question scores and text comments from seven constituency segments throughout the organization. The data and feedback, along with the ability to identify relationships between drivers and constituency NPS ratings, changed the focus of BSA executives and positively influenced organizational practices. However, many of the potential benefits of an NPS program were not realized. This case study identifies factors that facilitated and impeded the BSA’s achieving the full benefits of an NPS program and provides recommendations for nonprofits considering adopting a customer feedback performance metric.

Evaluating the Impact of Real-Time Mobility and Travel Time Reliability Information on Truck Drivers’ Routing Decisions

This study represents the first research to investigate the impacts of two critical determinants—level of congestion and travel time reliability—on routing decisions with two groups of truck drivers having different levels of awareness of the real-time and the historical traffic conditions on available routes. The research analyzed 14,538 global positioning system devices recording trips on the I-495 crossing through Maryland, Virginia, and Washington, DC, and 2,166 trips in the Dallas area, to explore how truck drivers make routing decisions based on real-time travel time and reliability information by applying a binary logistic regression model. Researchers found that for truck drivers who are not familiar with the historical traffic and travel time conditions on available routes, real-time congestion information is a significant factor in their routing decision-making process, while travel time reliability is not a major consideration. For frequent truck drivers who are familiar with the historical traffic and travel time conditions on available routes, travel time reliability is a significant factor in their routing decision-making process, and traffic congestion information is not a significant factor. These results bring more accuracy to travel time prediction and provide valuable insights into traffic management and reliability performance measures. Moreover, this research provides statistical evidence proving the potential value of delivering travel time reliability information to drivers, traffic management agencies, and navigation map developers.

Testing the Effectiveness of “Managing for Results”: Evidence from an Education Policy Innovation in New York City

Abstract “Managing for results” (MFR) is a performance management system that decentralizes authority to managers in exchange for greater accountability in performance. Although MFR makes much theoretical sense, the evidence of the effectiveness of MFR has not been as conclusive. In this study, we use panel data methods to examine the impact of a particular MFR reform in New York City, the Empowerment Zone (EZ), which focused on providing city public school principals greater autonomy to improve school outcomes. In addition, we use objective measures of both performance management and organizational performance. Our differences-in-differences estimates suggest that the EZ had a significant and positive effect on school performance as measured by proficiency rates in standardized mathematics exams, overall performance, and Regents diploma graduation rates, though the effects were not immediately apparent.

University dean personal characteristics and use of management control systems and performance measures

ABSTRACTDrawing on upper echelon theory, we investigate whether university deans’ personal characteristics, including age, sex, educational background, and tenure are associated with their use of university management control systems (MCS), financial performance measures, and non-financial performance measures. We surveyed the dean of every faculty across Australia’s 39 public universities. Our results indicate that deans’ personal characteristics are associated with the emphasis they place on financial and non-financial performance measures and the manner in which they use MCS. Given the decision-making powers of deans in the corporatised university, this differing emphasis on performance measures and varying use of MCS is likely to impact university outcomes. We offer suggestions as to how university MCS could be designed and performance measures presented to take into account the particular characteristics of deans to enhance university outcomes.

Parallel dedicated machine scheduling with conflict graphs

Abstract This paper investigates a variant of parallel-machine scheduling problems with conflict constraints. A set of identical parallel machines is available for processing a set of jobs subject to conflict constraints, which specify pairs of jobs that are mutually disjoint due to resource availability. Jobs conflicting to each other cannot be processed simultaneously. The scheduling problem is to construct a feasible schedule that optimizes the considered managerial performance measures. This paper discusses the specific two-machine setting where each machine has a designated set of jobs to process. We give NP-hardness proofs for the case with the presence of a fixed processing sequence on one of the machines. Polynomial-time dynamic programming algorithms are proposed to produce optimal schedules for the case where the processing sequences on both machines are known and fixed a priori.

The Relationship between Knowledge Management and Process Innovation in Malaysia Tourism Industry

Customer needs for tourism industry in Malaysia has change. To deal with it, business that involve in tourism industry should follow the customer’s standard according to latest situation. Services standard should be improve using correct ways. In this paper, we share the value of knowledge management and process innovation. This is because we believe that any changes by these organizations will be more effective using the values of knowledge management and process innovation. The values of knowledge management are management leadership, organizational learning and performance measurement while process innovations are organizational innovation and incremental process innovation. The purpose of this paper is to investigate the relationship between knowledge management and process innovation in Malaysia tourism industry. Based on previous studies, a research model has been developed.

Modelling performance management measures through statistics and system dynamics-based simulation

The objective of this paper is to establish a methodology that combines performance measurement, a statistical record of measures to identify any relations among them, and system dynamics-based simulation modeling with the aim of supporting operations decision systems. This methodology intends to provide the comprehensive analysis of performance in such a way that it also analyzes the sensitivity and optimization of certain metrics according to requirements in each case. In the literature, this appears as a poorly developed research area. Some relevant studies have been identified which have attempted this combination, but have not completely established it.

A utilização das práticas de gestão do conhecimento e facilitadores estratégicos em uma instituição de ensino superior

Este estudo visa verificar a utilização de facilitadores estratégicos como instrumento de apoio às práticas de gestão do conhecimento em instituição de ensino superior. É apresentado um referencial teórico sobre prática de gestão do conhecimento e os facilitadores estratégicos: liderança, cultura, tecnologia de informação e desempenho. A natureza da pesquisa é quantitativa e o instrumento utilizado foi uma versão modificada da ferramenta de avaliação da gestão do conhecimento desenvolvido pela Arthur Andersen Consulting e o Centro de Qualidade e Produtividade Americana (APQC) e os dados foram coletados entre os meses de setembro a novembro de 2015. Os resultados indicam que existem diferenças significativas no grau de importância e uso de práticas de gestão do conhecimento. Da mesma forma, a importância e a utilização dos principais facilitadores estratégicos revelam diferenças significativas, sugerindo que desempenho, cultura, liderança e tecnologia da informação são importantes para as práticas de gestão do conhecimento e os processos de conhecimento (geração, codificação e transferência) necessitam da tecnologia da informação como suporte de gestão e medição de desempenho.

Pharmacist-driven initiative for management of Staphylococcus aureus bacteremia using a clinical decision support system.

The development and implementation of a clinical decision support system (CDSS) for pharmacists to use for identification of and intervention on patients with Staphylococcus aureus bacteremia (SAB) are described. A project team consisting of 3 informatics pharmacists and 2 infectious diseases (ID) pharmacists was formed to develop the CDSS. The primary CDSS component was a scoring system that generates a score in real time for a patient with a positive blood culture for S. aureus. In addition, 4 tools were configured in the CDSS to facilitate pharmacists' workflow and documentation tasks: a patient list, a patient list report, a handoff note, and a standardized progress note. Pharmacists are required to evaluate the patient list at least once per shift to identify newly listed patients with a blood culture positive for S. aureus and provide recommendations if necessary. The CDSS was implemented over a period of 2.5 months, with a pharmacy informatics resident dedicating approximately 200 hours in total. An audit showed that the standardized progress note was completed for 100% of the patients, with a mean time to completion of 8.5 hours. Importantly, this initiative can be implemented in hospitals without specialty-trained ID pharmacists. This study provides a framework for future antimicrobial stewardship program initiatives to incorporate pharmacists into the process of providing real-time recommendations. A pharmacist-driven patient scoring system was successfully used to improve adherence to quality performance measures for management of SAB. A pharmacist-driven CDSS can be utilized to assist in the management of SAB.

Performance measurement for the strategic management of health-care estates

PurposeThe purpose of this study is to explore the role of performance measurement in current practices for strategic management of health-care estates.Design/methodology/approachThe research adopts a constructivist grounded theory approach, combining different methodologies of a pan-European qualitative questionnaire, interviews with international health-care providers and a case study of National Health Services (NHS) Scotland. Here, documentation analysis, observations and in-depth interviews involving NHS stakeholders were undertaken.FindingsThe analysis shows evidence that measuring estate performance has limited value for individual NHS boards regarding strategic decisions related to long-term planning and investment. This was due to design issues and the prioritisation of clinical delivery, which contribute to the neglect of the estate as a consideration in long-term strategic planning. This misalignment results in a tool which is valuable for accountability but which is less helpful to NHS boards in shaping future decisions around the estate.Practical implicationsResponding to a gap in understanding of the application of performance measurement in the context of health-care estates, this research provides three recommendations to promote a more effective and relevant performance measurement system. These actively recognise the importance of the estate within strategic decision-making as helping to inform the long-term planning and management of the estate within the individual NHS boards.Originality/valueThis paper shows the current role of performance measurement for the strategic management of health-care estates and identifies issues related to its applicability and value.