Developing key performance indicators for hospital facilities management services: a developing country perspective

2020 ◽  
Vol 27 (9) ◽  
pp. 2715-2735 ◽  
Author(s):  
Daniel Amos ◽  
Cheong Peng Au-Yong ◽  
Zairul Nisham Musa
Keyword(s):  
Performance Measurement ◽  
Balanced Scorecard ◽  
Performance Indicators ◽  
Principal Component ◽  
Key Performance Indicators ◽  
Public Hospitals ◽  
Facilities Management ◽  
Content Type ◽  
Significant Difference ◽  
Level Of Importance

PurposeKey performance indicators (KPIs) help to monitor performance, thereby revealing the gap between planned and executed results relative to organizational objectives. The purpose of this paper is to develop KPIs for performance measurement of facilities management (FM) services in public hospitals.Design/methodology/approachFollowing a comprehensive literature review of KPIs in FM, a set of KPIs were first selected. This was then subjected to content validation by experts. Thereafter a questionnaire survey was conducted to identify participants perception on the level of importance of the proposed KPIs. The main analytical tool used was SPSS factor analysis/principal component extraction.FindingsAdapting an expanded balanced scorecard typology, the paper identifies 17 KPIs, which are useful for performance improvement of FM. The study also introduces new financial dimensions beyond the traditional cost and profit-centered metrics.Research limitations/implicationsThe study was limited to three FM services. Although the results of the Kruskal–Wallis test shows no significant difference in the level of importance on more than 80% of the indicators, larger sample is required in future studies to examine indicator preference for the respective services. An empirical study to test the proposed indicators to measure FM performance could also be a next step.Originality/valueThe paper presents the first step to develop performance indicators, which are of relevance to FM performance measurement and could be utilized to improve performance. The indicators are largely generic and can easily be adapted by other FM service sectors for performance measurement.

Development of an integrated performance measurement framework for lean organizations

2018 ◽  
Vol 29 (1) ◽  
pp. 41-84 ◽  
Author(s):  
Narpat Ram Sangwa ◽  
Kuldip Singh Sangwan
Keyword(s):  
Performance Measurement ◽  
Performance Indicators ◽  
Manufacturing Process ◽  
Key Performance Indicators ◽  
Supplier Management ◽  
The Body ◽  
Customer Management ◽  
Content Type ◽  
Measurement Framework ◽  
Integrated Performance

Purpose The purpose of this paper is to propose an integrated performance measurement framework to measure the effect of lean implementation throughout all functions of an organization. Design/methodology/approach The paper identifies the seven categories representing all organizational functions. These categories have been divided into 26 performance dimensions and key performance indicators (KPIs) for each performance dimension have been identified to measure lean performance. The interrelationship of each category with lean principles and/or lean wastes has been identified. KPIs are developed on the basis of identified criteria, frequency analysis of existing literature, and discussion with industry professionals. Finally, an integrated performance measurement framework is proposed. Findings The proposed framework evaluates the organization under seven categories – manufacturing process, new product development (NPD), human resource management, finance, administration, customer management, and supplier management. In total, 26 dimensions and 119 key performance indicators have been identified under the seven categories. Research limitations/implications The proposed framework is a conceptual framework and it is to be tested by empirical and cross-sectional studies. Originality/value The main novelty of the research is that the leanness of the organization has been measured throughout the supply chain of the organization in an integrated way. The various areas of measurement are manufacturing process, NPD, finance, administration, customer management, and supplier management. Further, the proposed KPIs are also categorized as qualitative or quantitative, strategic or operational, social or technical, financial or non-financial, leading or lagging, static or dynamic. This paper contributes to the body of knowledge in performance measurement.

Modelling the performance of waste management services in Ghana’s public hospitals

Facilities ◽  
2020 ◽  
Vol 38 (9/10) ◽  
pp. 715-738 ◽  
Author(s):  
Daniel Amos ◽  
Zairul Nisham Musa ◽  
Cheong Peng Au-Yong
Keyword(s):  
Waste Management ◽  
Balanced Scorecard ◽  
Performance Indicators ◽  
Structural Equation ◽  
Structural Model ◽  
Public Hospitals ◽  
Content Type ◽  
Healthcare Waste ◽  
Performance Variables ◽  
Two Phases

Purpose The purpose of this paper is to explore and establish key performance indicators that could be considered towards improving the delivery of waste management (WM) services in public hospitals. Design/methodology/approach An exploratory sequential mixed-methods approach was adopted for this study. This involved two phases of data collection and analysis. Specifically, interviews in selected case studies hospitals and a general questionnaire survey. Partial least squares structural equation modelling was used to model the relationships among the performance variables. An expanded balanced scorecard typology was used to categorize performance variables. Findings The results demonstrate that quality and internal business strategic indicators have a significant influence on WM performance. By implication, public hospital managers would be well advised to invest resources in improving internal business operations, learning and growths, as well as prioritizing finance in the process of managing healthcare waste. Practical implications The developed WM structural model can be used to identify performance indicators that can be incorporated into public hospitals’ WM strategy to improve performance leading to a decent healthcare environment. Originality/value The majority of studies have centered on the knowledge and practices of healthcare WM. This study extends the knowledge of healthcare WM literature from the perspective of FM performance measurement. The developed model of the study is invaluable to many developing countries that are faced with the challenge of improving WM practices.

An integrated AHP-based scheme for performance measurement in humanitarian supply chains

2019 ◽  
Vol 68 (5) ◽  
pp. 938-957 ◽  
Author(s):  
Ali Anjomshoae ◽  
Adnan Hassan ◽  
Kuan Yew Wong
Keyword(s):  
Performance Measurement ◽  
Supply Chains ◽  
Balanced Scorecard ◽  
Performance Indicators ◽  
Information Overload ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Humanitarian Supply Chains ◽  
Humanitarian Organizations ◽  
Integrated Performance

Purpose In recent years, several performance indicators have been proposed in humanitarian supply chains (HSCs). Selecting the most relevant key performance indicators (KPIs) is challenging for some humanitarian organizations (HOs) because it involves a considerable amount of complexity and information overload which could lead to judgment biases in the decision-making process. Existing performance measurement studies lack critical analysis for prioritization of performance indicators. Since the process of KPIs selection and categorization is a complex, domain based and subjective process, a systematic guideline is needed. To address this gap, the purpose of this paper is to propose an integrated performance measurement scheme that can consolidate KPIs into an overall performance score based on the weighting of the performance indicators in HSCs. Design/methodology/approach Data collection was based on questionnaire surveys and direct interviews with practitioners from international HOs. Findings This paper proposes an integrated scheme based on balanced scorecard and analytic hierarchy process for performance evaluation of HOs. Research limitations/implications The respondents were limited to the humanitarian logistics experts from Malaysian-based international HOs. Practical implications The scheme enables the benchmarking of HOs’ performance that could be useful for decision makers in HSCs. Originality/value This paper provides the ranking and prioritization of KPIs in HSCs. The approach presented in this paper enables an effective and integrated performance measurement in HSCs.

Key performance indicators for the maintenance of public hospitals buildings in the Gaza Strip

Facilities ◽  
2015 ◽  
Vol 33 (3/4) ◽  
pp. 206-228 ◽  
Author(s):  
Adnan Ali Enshassi ◽  
Farida El Shorafa
Keyword(s):  
Health Care ◽  
Performance Indicators ◽  
Public Hospital ◽  
Gaza Strip ◽  
Key Performance Indicators ◽  
Public Hospitals ◽  
Building Performance ◽  
Content Type ◽  
Care Situation ◽  
The Gaza Strip

Purpose – The purpose of this paper is to identify and assess the key performance indicators (KPIs) for the maintenance of public hospital buildings in the Gaza Strip. Design/methodology/approach – Four KPIs were identified and evaluated in this paper: building performance indicators (BPI), maintenance efficiency indicators (MEI), annual maintenance expenditure (AME) and urgent repair request indicator. Twenty-one buildings in 13 public hospitals in Gaza Strip Governorate were taken as the sample of this study. Findings – The results indicated that the European Gaza hospital has the highest BPI score (81.66) and the Dorra hospital has the lowest BPI score (68.26). The findings revealed that the average AME for all hospitals was $13.8/m2 which is considered to be below the standard level of expenditure. The MEI for Gaza public hospital buildings was found to be equal to 0.3 which indicated low level of maintenance expenditure. Research limitations/implications – Unavailability of certain data, lack of maintenance documentation and comparison difficulty between the Gaza Strip and Israel due to political, cultural and financial situation were some of the limitations of this study. Practical implications – The Ministry of Health (MoH) can utilize the results of this study and consider it as benchmarking for maintenance management in public hospital buildings. This can improve the current maintenance situation which ultimately will improve the health-care situation in Palestine. The Palestinian MoH should look for external funding to increase the AME, as well as aim at increasing the MEI. Social implications – The health-care situation in Palestine will be improved. Originality/value – This study is considered the first study to identify and assess the KPIs in the Gaza Strip. KPIs will assist the MoH to compare the actual and estimated performance in terms of effectiveness, efficiency and quality of workmanship.

Applications of the balanced scorecard for strategic management and performance measurement in the health sector

2014 ◽  
Vol 38 (2) ◽  
pp. 208 ◽  
Author(s):  
Farshad Behrouzi ◽  
Awaluddin Mohamed Shaharoun ◽  
Azanizawati Ma'aram
Keyword(s):  
Strategic Management ◽  
Performance Measurement ◽  
Balanced Scorecard ◽  
Performance Indicators ◽  
Service Providers ◽  
Health Sector ◽  
Public Hospitals ◽  
Publication Date ◽  
Strategic Objectives ◽  
The Past

In order to attain a useful balanced scorecard (BSC), appropriate performance perspectives and indicators are crucial to reflect all strategies of the organisation. The objectives of this survey were to give an insight regarding the situation of the BSC in the health sector over the past decade, and to afford a generic approach of the BSC development for health settings with specific focus on performance perspectives, performance indicators and BSC generation. After an extensive search based on publication date and research content, 29 articles published since 2002 were identified, categorised and analysed. Four critical attributes of each article were analysed, including BSC generation, performance perspectives, performance indicators and auxiliary tools. The results showed that ‘internal business process’ was the most notable BSC perspective as it was included in all reviewed articles. After investigating the literature, it was concluded that its comprehensiveness is the reason for the importance and high usage of this perspective. The findings showed that 12 cases out of 29 reviewed articles (41%) exceeded the maximum number of key performance indicators (KPI) suggested in a previous study. It was found that all 12 cases were large organisations with numerous departments (e.g. national health organisations). Such organisations require numerous KPI to cover all of their strategic objectives. It was recommended to utilise the cascaded BSC within such organisations to avoid complexity and difficulty in gathering, analysing and interpreting performance data. Meanwhile it requires more medical staff to contribute in BSC development, which will result in greater reliability of the BSC. What is known about the topic? Although there was initially a low perception of the BSC within the health sector, over the past decade interest in BSC utilisation has been growing among health service providers around the world in both developed and developing countries. Some papers have described the development or diffusion of the BSC in health settings. Some examples of BSC utilisation for private and public hospitals have been presented in the literature. However, the necessity of a comprehensive review of published articles in the health area is crucial in order to derive the most appropriate way to design and implement the BSC in the health sector in terms of perspectives and KPI. What does this paper add? This paper has analysed articles on the BSC in the health sector published over the last 10 years. The analysis is based on the following items: BSC generations; BSC perspectives; BSC indicators; auxiliary tools. This paper gives an insight into the situation of the BSC in the health sector over the past decade and affords a generic approach of BSC development for health settings in terms of the four items above. What are the implications for practitioners? This paper can be beneficial for managers and decision makers of all healthcare organisations. It can help them to change their thinking about performance assessment and to have a structural BSC approach for performance measurement and strategic management in healthcare. It presents an insight on designing BSC to help managers adopt appropriate performance perspectives and KPI. In addition, it introduces the cascaded BSC, which is useful for large health settings with too many KPI. It also presents all BSC generations to help healthcare managers utilise proper BSC based on their own requirements and strategic objectives.

Key performance indicators for measuring performance of facilities management services in hotel buildings: a study from Sri Lanka

Facilities ◽  
2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Miyami Dasandara ◽  
Piumi Dissanayake ◽  
Devsayura Jude Fernando
Keyword(s):  
Sri Lanka ◽  
Performance Indicators ◽  
Key Performance Indicators ◽  
Study Data ◽  
Facilities Management ◽  
Sri Lankan ◽  
Expert Interviews ◽  
Expert Survey ◽  
Content Type ◽  
Mixed Approach

Purpose The concept of facilities management (FM) has been acknowledged as a novel avenue brought in to ensure productivity and customer satisfaction in the Sri Lankan hotel industry. Accordingly, performance measurement (PM) has become a crucial entity, where key performance indicators (KPIs) have become the most important instruments of PM in determining how well these FM services are performing. Unfortunately, nowadays, the service quality of hotel buildings has significantly retreated due to the absence of a proper PM system with relevant KPIs. Thus, the purpose of this study was to identify relevant KPIs to measure the performance of the FM services in Sri Lankan hotel buildings. Design/methodology/approach A mixed approach was used to conduct this study. Data were gathered through expert interviews and an expert survey. The expert interviews were conducted to identify the relevancy of KPIs that are discovered through literature review to the Sri Lankan context, and the expert survey was conducted to identify their level of importance. Collected data were analysed using content and statistical data analysis methods. Findings Empirical findings revealed that a PM system with relevant KPIs can be identified as a crucial requirement for FM services in hotel buildings in Sri Lanka to meet the customer needs successfully. Adequate and relevant KPIs are significantly vital for an effective PM system for FM services. Thus, ultimately, 68 most important KPIs have been captured amongst the generally identified KPIs, which can be used in developing a proper PM system to measure the performance of FM services in hotel buildings. Originality/value The previous studies have just focused on the PM in FM services in a general manner where a significant dearth in existing knowledge can be identified when it comes to exploring relevant KPIs for an effective PM system to be implemented in hotel buildings in Sri Lanka to measure the performance of FM services. Accordingly, the current study unveils the most important KPIs, which can be used in measuring the performance of FM services in hotel buildings. The study recommends the use of a proper PM system with identified KPIs by respective industry practitioners to enrich the performance of FM services in hotel buildings in Sri Lanka and thereby achieve the ultimate goals successfully.

scholarly journals Balanced scorecard metrics and specific supply chain roles

2015 ◽  
Vol 64 (2) ◽  
pp. 288-300 ◽  
Author(s):  
Antônio André Cunha Callado ◽  
Lisa Jack
Keyword(s):  
Supply Chain ◽  
Performance Measurement ◽  
Balanced Scorecard ◽  
Performance Indicators ◽  
Performance Metrics ◽  
Senior Managers ◽  
Supply Networks ◽  
Content Type ◽  
Performance Measurement Systems ◽  
New Perspective

Purpose – The overarching question here is whether common balanced scorecards (BSCs) are possible between partners in supply networks. The purpose of this paper is to form four independent samples of Brazilian input suppliers, producers, distributors and retailers from the agri-food industry to identify how many of the metrics used in BSCs can be related to specific supply chain (SC) roles. Design/methodology/approach – A survey of 121 agribusiness companies was undertaken. Usage of indicators was identified through percentages, while the groups of performance indicators for the SC roles considered were identified through two reference values. Findings – Customer satisfaction was the single metric present within the BSC framework for all SC roles. Different SC roles showed different compositions of indicators used. Research limitations/implications – The research findings are descriptive and based on responses provided by senior managers. A new perspective of the use of specific performance metrics by different SC participants is seen. Practical implications – Performance measurement within SCs needs to consider the specific measures used by different roles within the SC. The data suggest that any implementation of performance measurement systems for supply networks should consider performance indicators that are common to the role-type and specific to the constituent companies. Originality/value – The findings contribute to the debate on whether a common set of measures in a scorecard can be used between SC partners. The findings suggest that it may be very difficult to achieve a BSC framework that is common and practical for all SC participants and that other alternatives should be investigated.

Performance measurement and management for maintenance: a literature review

2015 ◽  
Vol 21 (1) ◽  
pp. 2-33 ◽  
Author(s):  
Aditya Parida ◽  
Uday Kumar ◽  
Diego Galar ◽  
Christer Stenström
Keyword(s):  
Literature Review ◽  
Performance Measurement ◽  
Balanced Scorecard ◽  
Performance Indicators ◽  
Relevant Literature ◽  
Extensive Literature ◽  
Content Type ◽  
Performance Matrix ◽  
And Performance ◽  
Maintenance Performance

Purpose – The purpose of this paper is to provide a literature review of the performance measurement (PM) in maintenance. The authors aim to discuss the background and development of the PM for maintenance, besides defining the concept of performance measures for maintenance and the frameworks developed. Design/methodology/approach – A detailed and extensive literature search and study was undertaken by the authors on the concept and definition of PM, performance indicators (PIs), maintenance performance indicators and various performance frameworks. The history and theory of PM over different phases of business and technological developments have been critically examined and analysed in this review paper. Findings – This paper reviews and presents the different PIs and PM frameworks like; balanced scorecard (BSC), performance prism, performance pyramid and performance matrix, etc., and identifies their characteristics and shortcomings. After considering related issues and challenges, frameworks and approaches for the maintenance performance measurement (MPM) are also presented, where the emerging techniques like; emaintenance have also been discussed amongst others. More and more industries are applying the balanced and integrated MPM frameworks for their competitive survivability and sustainability. Practical implications – The concept, issues and approaches considered for the MPM frameworks can be adapted by the practicing managers, while trying to define and develop an MPM framework for the operation and maintenance activities. The considerations of the advantages and limitations of different frameworks can provide insights to the managers for implementation. Originality/value – Some literature reviews on MPM and MPM frameworks are available today. This paper makes an attempt to provide a detailed and relevant literature review, besides adding value in this new and emerging area.

scholarly journals Usulan Rancangan Key Performance Indicators Menggunakan Pendekatan Perspektif Balanced Scorecard Pada PT. Pelayaran Hub Maritim Indonesia

2016 ◽  
Vol 7 (2) ◽  
Author(s):  
Gayuh Mukti Rahmatullah ◽  
Amak Mohamad Yaqoub
Keyword(s):  
Performance Measurement ◽  
Measurement System ◽  
Balanced Scorecard ◽  
Performance Indicators ◽  
Key Performance Indicators ◽  
Primary Data ◽  
Performance Measurement System ◽  
Research Approach ◽  
The Balanced Scorecard ◽  
A Performance

Indonesia is the largest archipelago in the world which of course, has many ports as a place reliance ship. Ports in Indonesia is always crowded by various ship activities. Such vessels require fossil fuels as the material preparation to continue the journey. This has become a business opportunity for PT. Pelayaran Hub Maritim Indonesia as a company engaged in fuel distribution. The operational activities of PT. Pelayaran Hub Maritim Indonesia has made performance measurement yet of the financial aspects only. Therefore, this study aims to design a performance measurement system for companies based on four perspectives of the balanced scorecard is a financial perspective, a marketing perspective, internal business process perspective and learning and growth perspective. This study uses a qualitative method research approach to the type of research in the form of action research case study, the data used is primary data. Data from this study obtained by interviewing the informant is determined based on the balanced scorecard perspectives. Results of this research is a performance measurement system and the weighting of each of the key performance indicators with paired comparison method to get the level of importance of each strategic objective.

scholarly journals Pola Penggunaan Balanced Scorcard (BSC) Pada Indikator Kinerja Utama (IKU) Universitas Islam Negeri (UIN) Syarif Hidayatullah Jakarta

2020 ◽  
Vol 7 (10) ◽  
Author(s):  
Fitriadi Fitriadi
Keyword(s):  
Performance Measurement ◽  
Performance Management ◽  
Performance Appraisal ◽  
Balanced Scorecard ◽  
Performance Indicators ◽  
Phenomenological Approach ◽  
Key Performance Indicators ◽  
Performance Measurements ◽  
Higher Education Rankings ◽  
And Performance

The research problems about phenomena of the difficulty in seeing performance achievements and performance measurements at State Islamic University (UIN) Syarif Hidayatullah Jakarta. The UIN Syarif Hidayatullah Jakarta has difficulty making decisions in performance management, because before using the KPI, Its used budget management in performance appraisal and measurement. This research uses a qualitative method of field study with a phenomenological approach. Research objects are the experiences of the use of the Balanced Scorecard (BSC) pattern on the KPI of the UIN Syarif Hidayatullah Jakarta in 2018. After its existence of the Main KPI using the BSC. The results of the KPI are taken into consideration for performance evaluation by stakeholders at UIN Syarif Hidayatullah Jakarta in achieving the organization's vision. This performance appraisal and performance measurement can serve as a reference for performance achievements for Higher Education Rankings at the national and international level, Government Institution Performance Accountability Report (LAKIP), Strategic Plan (Renstra) and Campus Development Master Plan (RIBKA) or Milestones by looking at indicators, targets and size of the report. Keywords: Key Performance Indicators (KPI), Key Performance Indicators (KPI), Balanced Scorecard (BSC), Performance Measurement, Cascade  

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