Service Performance Measurement Research Articles

Service Quality and Performance in the Public Health-Care Sector

The purpose of this article is to evaluate service quality and service performance relationship in the health-care sector using respective developed multidimensional scales. Data were collected from 400 inpatient respondents, using stratified sampling method from five departments, namely general medicine, surgery, pediatrics, orthopedics, gynecology, and ENT of a tertiary hospital (North India). The results confirm significant relationship among subdimensions of physical environment quality and interaction quality (service quality) and four service performance measures, namely waiting time, patient satisfaction, patient loyalty, and image in public hospitals.

A contingency approach to performance measurement in service operations

PurposeThe purpose of this paper is to investigate the contingency factors affecting performance measurement in the service context. The paper aims to review the literature on performance measurement and synthesize it to a framework that creates a basis for analyzing measurement practices in various kinds of service contexts.Design/methodology/approachIn order to obtain a fresh update to the existing knowledge on the topic, a systematic literature review was carried out. Around 8,000 articles published between 2005 and 2011 were reviewed and as a result 80 papers were chosen for a more detailed examination.FindingsThe paper applies a fresh approach to performance measurement in services, increasing generalizability of case study findings. By analyzing a large set of studies, the study identifies contextual factors that affect performance measurement in service operations. The resulting framework acts as a foundation for further research on performance measurement in services.Practical implicationsThe results of this research can be further refined into more practice‐oriented framework. After further field research and testing, the framework can be linked to practical recommendations in different settings of measurement development.Originality/valueThe measurement of service operations is known to be challenging due to some service‐specific features. Much of the existing research on the topic has been carried out in a specific service industry with a specific measurement need. In order to increase generalizability, there is also a need to carry out cross‐case analysis identifying patterns among individual case studies. This supports the application of lessons learned from a certain specific setting into other fields. There is very limited knowledge on the contingency factors related to measurement system development caused by service context.

Patient and hospital characteristics associated with traditional measures of inpatient quality of care for patients with heart failure

The purpose of this study was to determine patient and hospital characteristics associated with 4 measures of quality of inpatient heart failure care used by both the primary payer of heart failure care in the United States (Center for Medicare and Medicaid Services) and the main hospital accrediting organization (The Joint Commission). We used data from Get With The Guidelines Program for patients hospitalized with heart failure. Eligibility for receiving care based on the Center for Medicare and Medicaid Services performance measures was determined for assessment of left ventricular ejection fraction (LVEF; n = 60,601), use of angiotensin-converting enzyme inhibitors (ACEi) or angiotensin receptor blockers (ARB) if LVEF<40% and no contraindications (24,130), discharge instructions (49,383), and smoking cessation counseling (10,152). Patient and hospital characteristics that were significantly associated with performance measures in univariate analyses were entered into multivariate logistic regression models. Overall, documentation for LVEF assessment was noted in 95%, ACEi/ARB use in 87%, discharge instruction in 82%, and smoking cessation counseling in 91% of eligible patients. In adjusted analyses, older patients and those with evidence of renal failure were significantly less likely to receive each care measure except for discharge instructions (no age effect). Patients with higher body mass index were more likely to receive ACEi/ARB and discharge instructions but less likely to have LVEF documented or to receive smoking cessation counseling. Small hospitals (<200 beds) were less likely to provide each of the performance measures compared with larger hospitals. Recommended heart failure care is less likely in patients with certain characteristics (older age and abnormal renal function) and those cared for in smaller hospitals. Programs to improve evidence-based care for heart failure should consider interventions specifically targeting and tailored to smaller facilities and patients who are older with comorbidities.

Challenges of performance measurement and management in public healthcare services

This paper aims to identify the specific problems that healthcare organisations face when designing performance measurement and management. The research has been carried out using the qualitative research approach. The findings of the study are based on ten interviews with 22 key persons working in different positions in the basic social and healthcare sector in the Paijat-Hame region in Finland. A large portion of prior research consists of performance measurement and management in the public sector in general. This paper contributes to the prior research by presenting some insights especially in performance measurement and management in healthcare services. Various challenges faced in the designing of performance measurement and management are discussed.

Auto Service Call System to activate the Electronic Litigation System

The objective of this paper is to provide the conceptual selection framework of SLA metrics to maximize the operation efficiency and satisfaction of IT outsourcing and how to select most efficient auto service call center and system. With these metrics, both customers and service providers can measure service performance of IT outsourcing service. Hence, it is expected to boost operation efficiency and customers' satisfaction. In that sense, this study gives the value to both outsourcing and outsourced companies through suggesting the proper SLA metrics selection framework which provides the standards of service performance measurement and the management of IT outsourcing service in accordance with their business strategy quantitatively and qualitatively. Also we perform a survey for two customers in real business to prove the logicality of this selection framework is working and to find out relationship between SLA practice and customers' satisfaction while they outsource their IT service.

A New Model for Performance Measurement in the Nigerian Public Service

Performance measurement in the Nigerian Public Service (NPS) is based on Annual Performance EvaluationReport (APER). The volatility of staff disposition in the NPS is to such an extent that Public Servants may workunder more than two direct superiors in two or more departments within a year. This makes the APER systemdeficient and calls for another model that can suit any sporadic circumstance. This Paper therefore develops anew Public Service Performance Measurement Model (PSPM Model) which addresses chaotic staff dispositionand provides continuous record of Public Servant’s performance on a monthly basis. It is a simplifiedPerformance Measurement System (PMS) which tasks the employee to report his monthly activities, identify keychallenges and suggest ways to overcome them as well as prepare the next month’s activities all of which are tobe assessed by his direct superior. The Model is intended to enhance the productivity of Public Servants.However, the Model requires an automated system of operation so that all entries and submissions will be doneusing intranet. The Model can also be modified and adopted by private enterprises. But the Model should beused in a manner that only those who have a role in providing performance records and performancemeasurement can have access without the possibility to change anything once it is processed.

Delays in a series of queues with correlated service times

In almost all applications of queueing network models it is assumed that for each customer the service times at different network nodes are independent. But service times in, for instance, computer and communication networks are typically essentially determined by properties like message or packet lengths that do not change substantially on the route through the network. Therefore, the service times of any customer in a queueing network are likely to be correlated, which can significantly influence quality of service (QoS) properties and performance measures such that results obtained with the independence assumption may be misleading. We consider delays in a series of queues with correlated service times at each network node where for each customer the service time at the first node is a random variable and the successive service times are correlated with the one at the first node. A recursive scheme for delays is provided. This scheme is used in order to efficiently conduct a simulation study where two types of correlation are studied, namely identical service times, and service times with an additional Gaussian noise. The simulation study focuses on comparisons of end-to-end delays for independent service times at different nodes and correlated service times, respectively. It turns out that for both correlation types, in light traffic the delays in case of correlated service times are larger than for independent service times by a factor that first increases with increasing traffic intensity up to a maximum value approached in medium traffic after which it decreases quickly and drops down to become significantly smaller than one in heavy traffic. This effect intensifies with increasing number of network nodes and depends, as well as the crossover point from which on correlated service times yield smaller delays, on the distribution of the service times at the first node.

Performance measurement in welfare services: a survey of Finnish organisations

Purpose – This paper aims to identify the focal elements of performance in Finnish welfare service organisations, how performance is measured in welfare services, and what are management needs regarding the development of performance measurement in the sector.Design/methodology/approach – First, the relevant performance management literature of welfare services is reviewed, then interviews with 15 managers of Finnish welfare service organisations in public, nonprofit and for‐profit sectors are reported.Findings – The paper identifies the key elements of performance in Finnish welfare services. The results of the research indicate that Finnish welfare service organisations are relatively active in their performance measurement. Development needs relate to acquiring more systematic performance measurement approaches and new measures for the quality and long‐term effects of services.Practical implications – Research elaborates the concept of performance in welfare services, thus enabling practitioners to ana...

Validation of the RSQS in apparel specialty stores

PurposeThe purpose of this study is to validate the Retail Service Quality Scale (RSQS) developed by Dabholkar et al. in the Malaysian business setting, specifically in the context of apparel specialty stores.Design/methodology/approachTwo well‐known retail clothing store chains were selected for this study. Purposive sampling method was used, with a total of 211 responses collected from customers of all X and Y's chain stores in the northern region of Malaysia.FindingsThe paper finds that all the five dimensions: physical aspects, reliability, personal interaction, problem solving, and policy, are highly suited for measuring retail service quality in clothing stores, also proving that the instrument is applicable in the Malaysian setting. Retail service quality is furthermore associated with future consumption behaviour in terms of the customers' intention to visit, purchase and recommend the stores to others.Research limitations/implicationsThe instrument is proven to be valid, reliable and appropriate for studying retail businesses that offer a mix of services and merchandise. The instrument is also applicable in another culture other than the USA, namely Malaysia.Practical implicationsRetailers can utilize the instrument for benchmarking current levels of retail service quality, carrying out periodic inspections to measure service performance and improvement, as well as to detect problematic areas of service quality within the stores that are in need of attention.Originality/valueThis research contributes to the somewhat limited studies carried out on instrument validation in Malaysia. Furthermore, the RSQS is tested in Malaysia – a country with a vibrant, dynamic retail environment and heightened consumer awareness for fashion and retail.

Performance measurement and the UK emergency ambulance service

PurposeThe purpose of this paper is to assess the performance measurement in the UK NHS ambulance service documenting various unintended consequences of the current performance framework and to suggest a future research agenda.Design/methodology/approachThe paper reviews the literature on ambulance performance targets and documents several unintended consequences of the current performance system through an in‐depth case study analysis based on interviews with Trust staff and policy experts along with observation of performance review meetings in the chosen Trust. Ethical approval for the study was obtained from a local NHS research ethics committee.FindingsSignificant unintended consequences of the ambulance performance targets based on response times have been systematically documented, which are likely to put the target under spotlight, especially that of the eight‐minute response. The current policy focus to reform the eight‐minute target by making it more stringent has the potential of jeopardising the reform agenda based on developing clinical skills of the paramedics and introducing clinical management in the service.Practical implicationsThe paper makes an objective assessment of the sustainability of the current policy framework and identifies future lines of enquiry for further research.Originality/valueThis paper makes an original contribution in identifying and documenting the disjuncture between stated and unintended consequences of ambulance performance measurement, which will be of value to academics, practitioners and policy makers.

Service recovery: Literature review and research issues

Service recovery has attracted serious research attention in the recent past. Purpose of this paper is to review service recovery research, classify research articles according to their approaches and methodologies, and find the gaps in the literature for better service recovery research. A total of 280 articles from 70 refereed journals and international conferences are classified into nine categories, service failure, customer relationship, customer overall satisfaction, customer behavioral intentions, recovery choices, service recovery paradox, best practices, performance measurement, and literature survey. Research methodologies are classified into conceptual, empirical, descriptive, exploratory cross-sectional and exploratory longitudinal approaches. This study finds lacks in complaint management and recovery processes. This paper could be helpful for business managers to understand the state of mind after a service failure and to capitalize the situation to retain business.

021 Developing new performance indicators for ambulance service category B calls

BackgroundHistorically ambulance service performance measurement has been based in time based standards. Whilst time is a significant issue related to clinical outcome for some life-threatening calls this makes up only...

Logistics aspects of petroleum pipeline operations

The paper identifies, assesses and describes the logistics aspects of the commercial operation of petroleum pipelines. The nature of petroleum-product supply chains, in which pipelines play a role, is outlined and the types of petroleum pipeline systems are described. An outline is presented of the nature of the logistics activities of petroleum pipeline operations. The reasons for the cost efficiency of petroleum pipeline operations are given. The relative modal service effectiveness of petroleum pipeline transport, based on the most pertinent service performance measures, is offered. The segments in the petroleum-products supply chain where pipelines can play an efficient and effective role are identified.

Defining and measuring productivity in the public sector: managerial perceptions

PurposeThe paper aims to identify what productivity means in the public sector, how it is measured and how it should be measured and improved, according to municipal authorities in managerial positions.Design/methodology/approachThe approach is both theoretical and empirical. The first part is a literature review of research concerning public sector productivity. The second part presents findings of empirical research that is based on interviews and workshops with municipal authorities representing: special healthcare services; basic healthcare and social services; and educational services. The research has been carried out in the Päijät‐Häme region, Finland.FindingsAccording to the results, there is a certain mismatch between perceptions concerning productivity and the potential that lies in this concept as a functional tool in the public sector's development efforts. Public sector productivity cannot be developed and discussed without taking into consideration the issue of effectiveness.Research limitations/implicationsDeeper common understanding concerning productivity and effectiveness and their measurement is likely to facilitate municipal decision making and service processes in individual workplaces as well as within and among different spheres of authority – and thus facilitate mutual learning.Originality/valueThe paper contributes to development and application of productivity and effectiveness thinking in the public sector. It is linked to service excellence, performance measurement and management systems, creativity in process delivery and deployment of improvement techniques in the public sector. It is of interest both to researchers and to practitioners.

An International Analysis of IT Service Management Benefits and Performance Measurement

It is widely accepted by Information Technology service managers that frameworks such as the IT Infrastructure Library can deliver real operational efficiencies but there are few empirical studies that investigate the benefits realised and performance metrics gathered. The objective of this paper is to provide an international analysis of IT service management benefits and performance measurement by comparing the findings from a recent Australian survey with results from a similar survey conducted in the United Kingdom and United States of America. International literature on Information Systems (IS) effectiveness and performance measurement specifically related to ITSM is reviewed and used to guide the development of the Australian survey. Both surveys report rapid uptake of ITIL® Version 3. There are many reported benefits supported by metrics at the process level. However, the comparative analysis of the Australian and UK/USA studies reveals that there is limited awareness of performance measurement frameworks.

Service Quality and Performance Measurement: Evidence from the Indian Water Sector

The conventional measures of benchmarking focus mainly on the water produced or water delivered, and ignore the service quality, and as a result the ‘low-cost and low-quality’ utilities are rated as efficient units. Benchmarking must credit utilities for improvements in service delivery. This study measures the performance of 20 urban water utilities using data from an Asian Development Bank survey of Indian water utilities in 2005. It applies data envelopment analysis to measure the performance of utilities. The results reveal that incorporation of a quality dimension into the analysis significantly increases the average performance of utilities. The difference between conventional quantity-based measures and quality-adjusted estimates implies that there are significant opportunity costs of maintaining the quality of services in water delivery.

Service performance measurement in a New Zealand local government organization

This article provides background to measuring local government service performance in New Zealand and charts the practice of measuring service levels developed for a large city council. Projects were completed in 2007, 2008, and 2009 for the purpose of informing the city council's strategy development and management decision making. In each case, data were gathered utilizing a range of quantitative and qualitative methods. The evaluation was designed around five interlinked processes. Both service performance and service importance were evaluated using the Orange Consulting Service Performance Index, which combines both dimensions and provides comparable data across the council service areas. The methodology was officially approved by the Office of the New Zealand Auditor-General in 2009.

Defining and measuring productivity in the public sector: managerial perceptions

PurposeThis paper aims to identify what productivity means in the public sector, how it is measured and how it should be measured and improved, according to municipal authorities in managerial positions.Design/methodology/approachThe approach is both theoretical and empirical. The first part is a literature review of research concerning public sector productivity. The second part presents findings of empirical research that is based on interviews and workshops with municipal authorities representing: special healthcare services; basic healthcare and social services, and educational services. The research was carried out in the Päijät‐Häme region, Finland.FindingsAccording to the results, there is a certain mismatch between perceptions concerning productivity and the potential that lies in this concept as a functional tool in the public sector's development efforts. Public sector productivity cannot be developed and discussed without taking into consideration the issue of effectiveness.Practical implicationsDeeper common understanding concerning productivity and effectiveness and their measurement are likely to facilitate municipal decision making and service processes in individual workplaces as well as within and among different spheres of authority – and thus facilitate mutual learning.Originality/valueThis paper contributes to development and application of productivity and effectiveness thinking in the public sector. It is linked to service excellence, performance measurement and management systems, creativity in process delivery and deployment of improvement techniques in the public sector. It is of interest both to researchers and practitioners.

Service performance improvement by using RFID-enabled goods traceability data: a case study

This paper presents a case study where service performance of a retailer can be improved not by directly measuring the service performance and solving problem; but by measuring a substitute performance indicator that corresponds to the service performance and solving the problem. As a substitute indicator, we choose a correlation coefficient between sold item distribution and sales floor inventory distribution. Since measuring service performance continuously in stores has lots of difficulties because of the nature of services, the services of the retailer have been difficult to improve. However, since the move of goods inside a store is captured easily by using automated data capturing (ADC) technologies, the service performance could be continuously improved if the goods traceability data is used for this purpose. In this study, we show the effectiveness of our approach with a radio frequency identification (RFID) application in a men's business shirt store of a department store.

Opiate and crack cocaine use: A new understanding of prevalence

Aims: The aim of this study was to establish prevalence estimates of problem drug use, defined as opiate and/or crack cocaine use by persons aged 15 to 64 years, for England and for each of the 149 administrative areas responsible for commissioning drug interventions.Methods: Indirect estimation techniques, the capture–recapture and multiple indicator methods, were used to obtain estimates. Information on problem drug users presenting to healthcare settings and/or recorded by the criminal justice system, and drug-related indicator data were used in the analyses.Findings: There were an estimated 332,090 problem drug users in England during 2005/06 (95% CI 324,546 to 346,345), equivalent to 9.97 (95% CI 9.74 to 10.40) problem drug users per thousand population aged 15 to 64 years. Prevalence varied by geographic region and age group: the highest rates were observed in London and for those aged 25 to 34 years.Conclusions: This study has produced estimates of the prevalence of problem drug use in England that are more robust, more precise, and suggest a higher prevalence than previous studies. The estimates provide a basis on which to formulate policy, plan services, and measure service performance.