The role of performance measurement models in multi level alignment

2014 ◽  
Vol 34 (9) ◽  
pp. 1153-1183 ◽  
Author(s):  
Rodney McAdam ◽  
Shirley-Ann Hazlett ◽  
Brendan Galbraith
Keyword(s):  
Performance Measurement ◽  
Conceptual Framework ◽  
Business Strategy ◽  
Theory Building ◽  
Content Type ◽  
Functional Strategy ◽  
Measurement Models ◽  
Level 1 ◽  
Level 2

Purpose – Market deregulation in the utilities sector has led to increased competition and rising customer expectations in both established and new markets. This, in turn, has forced organisations such as electricity and telecoms to make rapid, enterprise-wide changes on an increasingly frequent basis which in turn has led to problems with alignment. Misalignment can occur at many levels and can result in misused resources, loss of competitiveness, excessive cycle times, higher costs and loss of agility. The purpose of this paper is twofold. Given the lack of overarching theory, the paper begins by borrowing from contingency, dynamic capability and organisational learning constructs, to explore the role that performance measurement models can bring to improve the alignment between business strategy and functional strategy (level 1 alignment). Second, the paper analyses the role of performance measurement models in developing functional practices aligned with supply chain management (SCM) strategies (level 2 alignment). Design/methodology/approach – The study adopts an exploratory theory-building approach using four case studies. These are used as key supply chains in both established and new business areas within two longitudinal university-industry research partnerships (each of three years duration). Data from repeat interviews (n=42), focus groups (n=10), documentation and observations is analysed and forms the basis for the development of a conceptual framework and a set of related propositions. The data analysis followed Radnor and Boaden's (2004) method for analysing interpretive research. Findings – The findings show the role and impact of performance measurement models and methods on alignment at two levels, i.e. level 1 alignment – between business strategy and functional (SCM) strategy, and level 2 alignment – between the functional strategy (SCM) and SCM routines and practices. Originality/value – To date, there are few studies which explore the development of theory and practice in relation to the role and impact of performance measurement models and methods in improving organisational alignment. This exploratory theory building study makes a contribution to this gap through the development of the conceptual framework and propositions.

scholarly journals The role of performance measurement in developing industrial services

2016 ◽  
Vol 22 (3) ◽  
pp. 264-276 ◽  
Author(s):  
Sanna Pekkola ◽  
Minna Saunila ◽  
Juhani Ukko ◽  
Tero Rantala
Keyword(s):  
Performance Measurement ◽  
Customer Service ◽  
Mining Industry ◽  
Content Type ◽  
Industrial Services ◽  
Practical Applications ◽  
Measurement Models ◽  
System Supplier ◽  
Industrial Maintenance

Purpose – The purpose of this paper is to examine inter-organisational cooperation in delivering maintenance services, focusing on the level of maturity of this cooperation and the current role of performance measurement in evaluating its effectiveness. It also determines how performance measurement should be developed to support the needs of networked maintenance. Design/methodology/approach – The empirical evidence is based on two cases of networks operating in the field of industrial maintenance. The first network operates in the energy industry, while the second operates in the mining industry. Both networks consist of machine supplier companies, performance partner companies and system supplier companies. A total of seven companies participated in workshops and interviews in 2013-2014. Findings – As a result of the study, suggestions for improving the performance measurement of service value in maintenance are presented and a framework is offered that meets the needs of the customer, service provider and equipment provider. The significant innovation of the research is its combination of network, service and value perspectives in performance measurement by presenting a framework for measuring created value of cooperation. Originality/value – The literature calls for new measurement models and frameworks that support the new management challenges. This research creates a framework for practical applications. The framework helps to identify possible development needs and increases the understanding of what is required when cooperation in a maintenance network deepens, moving from machine partner towards value partner.

Exploring the boundaries of rhetoric

2014 ◽  
Vol 27 (5) ◽  
pp. 793-806 ◽  
Author(s):  
Eduard Bonet
Keyword(s):  
Social Sciences ◽  
Conceptual Framework ◽  
Design Methodology ◽  
The Self ◽  
History Of Rhetoric ◽  
Content Type ◽  
History Of ◽  
Practical Development ◽  
The Subject

Purpose – The purpose of this paper is to examine how the boundaries of rhetoric have excluded important theoretical and practical subjects and how these subjects are recuperated and extended since the twentieth century. Its purpose is to foster the awareness on emerging new trends of rhetoric. Design/methodology/approach – The methodology is based on an interpretation of the history of rhetoric and on the construction of a conceptual framework of the rhetoric of judgment, which is introduced in this paper. Findings – On the subject of the extension of rhetoric from public speeches to any kinds of persuasive situations, the paper emphasizes some stimulating relationships between the theory of communication and rhetoric. On the exclusion and recuperation of the subject of rhetorical arguments, it presents the changing relationships between rhetoric and dialectics and emphasizes the role of rhetoric in scientific research. On the introduction of rhetoric of judgment and meanings it creates a conceptual framework based on a re-examination of the concept of judgment and the phenomenological foundations of the interpretative methods of social sciences by Alfred Schutz, relating them to symbolic interactionism and theories of the self. Originality/value – The study on the changing boundaries of rhetoric and the introduction of the rhetoric of judgment offers a new view on the present theoretical and practical development of rhetoric, which opens new subjects of research and new fields of applications.

The role of demand management in achieving supply chain agility

2014 ◽  
Vol 19 (5/6) ◽  
pp. 577-591 ◽  
Author(s):  
David M. Gligor
Keyword(s):  
Supply Chain ◽  
Conceptual Framework ◽  
Flexible Manufacturing ◽  
Demand Management ◽  
Comprehensive Review ◽  
Content Type ◽  
Turbulent Environments ◽  
Supply Chain Agility ◽  
Managerial Implications

Purpose – The purpose of this paper is to explore the role of demand management in achieving supply chain agility (SCA) through a multi-disciplinary review of the relevant research. The systematic literature review provides the basis for formulating a conceptual framework of the relationship. Design/methodology/approach – A systematic, comprehensive review of the literature on manufacturing, marketing organizational and SCA from 1991 through 2013 was conducted. The literature on demand management is also examined to identify the various elements that contribute to SCA. Findings – Most agility frameworks take a supply-side perspective and assume that demand is known. Those that do acknowledge the role of demand fall short of offering a holistic framework that acknowledges the role of both. This paper suggests that it is simply not enough to have flexible manufacturing, distribution and procurement systems to achieve SCA. Flexibility in managing demand is also needed. Furthermore, it is the premise of this paper that demand and supply integration (DSI) inside the firm is critical to achieving SCA. Research limitations/implications – This research is a systematic, integrative review of the existing literature on the concept of agility. As such, the next phase of research needed for theory building will be the operationalization of constructs and testing of the hypothesized relationships proposed by the conceptual framework. Practical implications – The paper has several managerial implications as well. It illustrates how firms can create and sustain competitive advantages in turbulent environments. Managers can use the framework developed here to assess what structures and decision-making processes they can use to increase the firm’s SCA. Practitioners can use this model as a checklist to identify candidate areas for improving agility. The section illustrating the use of knowledge management to increase DSI should be of particular interest to managers, considering that a great deal of firms experience a disconnect between demand creation and supply fulfillment. Originality/value – Through a systematic, comprehensive review of multi-disciplinary literature, the paper explores the role of demand management in achieving SCA.

Executing strategy through comprehensive performance measurement systems

2017 ◽  
Vol 37 (4) ◽  
pp. 423-443 ◽  
Author(s):  
Pietro Micheli ◽  
Matteo Mura
Keyword(s):  
Performance Measurement ◽  
Performance Indicators ◽  
Company Performance ◽  
Content Type ◽  
Cost Leadership ◽  
Measurement Systems ◽  
Comprehensive Performance ◽  
Different Types ◽  
Performance Measurement Systems

Purpose The purpose of this paper is to investigate the mediating role of comprehensive performance measurement systems (PMS) – i.e. measurement systems that comprise financial and non-financial indicators, and which also consist of indicators related to different aspects of an organisation’s operations – in the relationship between strategy and company performance. Design/methodology/approach Survey data of top managers of large European companies were collected and analysed by means of exploratory factor analyses and hierarchical regressions in order to validate the proposed hypotheses. Findings This research shows that different strategies lead to the use of different types of performance indicators. Also, it finds that the utilisation of a comprehensive PMS enables the implementation of both differentiation and cost-leadership strategies. Specifically, a comprehensive PMS positively mediates the effect of differentiation strategy on organisational and innovative performance, and of cost-leadership strategy on organisational performance. Research limitations/implications Further research could be undertaken in other contexts and consider additional factors, such as the structure, maturity and different uses of PMS, and the cost of measuring performance. Qualitative studies could examine the role of PMS in dynamic environments, as well as the evolution of PMS during strategic transitions. Practical implications Greater consideration should be given to the utilisation of different types of performance indicators when implementing and re-formulating strategy. Originality/value This study clarifies the links between strategy and performance measurement, and it is the first to identify the mediating effect of comprehensive PMS between strategy and company performance.

Conversational humor and job satisfaction at work: exploring the role of humor production, appreciation, and positive affect

2017 ◽  
Vol 30 (4) ◽  
Author(s):  
Christopher Robert ◽  
Serge P. da Motta Veiga
Keyword(s):  
Job Satisfaction ◽  
Positive Affect ◽  
Positive Relationship ◽  
Experience Sampling ◽  
Humor Appreciation ◽  
Level 1 ◽  
The Relationship ◽  
Level 2

AbstractThis study examined whether everyday conversational humor is related to job satisfaction, and if the relationship is mediated by positive affect. We also explored differences between the roles of humor production and humor appreciation, and tested the cyclical nature of the relationship by examining whether job satisfaction stimulates subsequent humor. Data were obtained through an experience sampling study in which participants completed two brief surveys each day for 10 consecutive workdays (Level 1 n=237–279, Level 2 N=35). Results revealed a positive relationship between humor and job satisfaction that was partially mediated by positive affect, and also indicated that job satisfaction on day

scholarly journals A history-based framework of servitization and deservitization

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Emanuel Gomes ◽  
David W. Lehman ◽  
Ferran Vendrell-Herrero ◽  
Oscar F. Bustinza
Keyword(s):  
Firm Performance ◽  
Conceptual Framework ◽  
Design Methodology ◽  
Transition Phase ◽  
Content Type ◽  
Mature Phase ◽  
Management Theories

PurposeThe purpose of this study is to develop a history-based framework of servitization and deservitization.Design/methodology/approachThe study draws on three history-based management theories, i.e. industry lifecycle, strategic pivoting and strategy restoration, to develop a conceptual framework of how servitization and deservitization pivots influence firm performance in different stages of the industry lifecycle. A series of examples involving configurations and reconfigurations in production illustrate the theoretical propositions.FindingsThe proposed framework predicts that servitization pivots positively influence firm performance in the ferment phase, but this effect gradually diminishes as industries advance into transition and mature phases. In contrast, the framework predicts that deservitization pivots negatively influence firm performance in the ferment phase; this effect, too, becomes negligible in the transition phase but positive in the mature phase. Moreover, the proposed framework predicts that deservitization pivoting outperforms servitization pivoting in mature servitized industries to the extent that such pivots are restorative in nature, thereby suggesting that deservitization may represent a strategic opportunity for firms in mature industries.Originality/valueThis study highlights the role of history-based management theories in enhancing our understanding of servitization and deservitization.

scholarly journals Evolutionary paths of performance measurement and management system: the longitudinal case study of a leading SME

2020 ◽  
Vol 24 (4) ◽  
pp. 495-510
Author(s):  
Alberto Sardi ◽  
Enrico Sorano ◽  
Alberto Ferraris ◽  
Patrizia Garengo
Keyword(s):  
Performance Measurement ◽  
Performance Management ◽  
Management System ◽  
Management Style ◽  
Longitudinal Case Study ◽  
Management Information ◽  
Content Type ◽  
Evolutionary Paths

Purpose The literature highlights the relevance of performance measurement and management system in small and medium enterprises (SMEs) to face the current competitive environment. However, a number of studies investigate how performance measurement and management system is effective for evolving and how contingency factors could influence this change. Newer experiences are sporadic and rarely investigated by researchers and practitioners. The purpose of this study is to identify the feasible evolutionary path of performance measurement and management system in leading SMEs to respond to current business challenges. Furthermore, it aims to contribute to the understanding of the role of key contingency factors influencing this evolution. Design/methodology/approach A longitudinal case study, based on retrospective and real-time investigations, is performed to investigate the primary evolutions of the performance measurement and management system and its key determinants. Findings The findings highlight two evolution paths, increasing the maturity of performance measurement. The first path highlights a strong command and control of performance management; the second path shows a democratic and participative of performance management. Moreover, management information system, organizational culture and management style are highlighted as key contingency factors in the change of performance management. Originality/value The authors contribute to knowledge in performance measurement field, showing how the efforts for developing performance measurement and management system in a leading SME could determine two different evolutionary paths. Furthermore, the paper describes the increasing role of organizational culture, management style and management information system in performance management evolution, as well as the relevance of online chats and social media in performance management activities.

On a correlative and evolutionary SWOT analysis

2019 ◽  
Vol 12 (3) ◽  
pp. 347-363 ◽  
Author(s):  
Charis Vlados
Keyword(s):  
Conceptual Framework ◽  
Business Strategy ◽  
Design Methodology ◽  
Swot Analysis ◽  
Evolutionary Economics ◽  
External Environment ◽  
International Literature ◽  
New Approach ◽  
Content Type ◽  
Business Dynamics

Purpose The purpose of this paper is to counter-propose a new approach of SWOT analysis, which can be used in the strategic planning of the contemporary organizations. Design/methodology/approach This paper, after presenting the conceptual context of the existing (conventional) SWOT analysis, presents the existing criticism within the international literature. Then, it articulates gradually the new evolutionary and correlative SWOT analysis, by using the approaches and the literature of evolutionary economics, and the Stra.Tech.Man approach in business dynamics. In conclusion, it presents the new conceptual framework on which a new correlative SWOT analysis can be based. Findings Main finding of this research is that the interpretation of the conventional SWOT analysis tends to study the strengths and the weaknesses of the business with an analytical dichotomy. The conventional SWOT analysis conceptualizes, usually implicitly, the opportunities and threats of the external environment as having the same impact to all the socioeconomic agents, without exception. However, by using a correlative interpretation of SWOT analysis, we understand that the opportunities and threats are always “potential,” depending on the organization’s strategic capability to exercise its comparative strengths and weaknesses. Originality/value In the existing literature of SWOT analysis, despite the growing criticism, there is no critique that can give systemic and correlative answers to the articulation of business strategy in SWOT terms. The Stra.Tech.Man approach, also, is a conceptual framework to study the evolutionary adaptation of all the kinds of socioeconomic organizations.

Governmentality and performance for the smart city

2019 ◽  
Vol 33 (1) ◽  
pp. 204-232 ◽  
Author(s):  
Daniela Argento ◽  
Giuseppe Grossi ◽  
Aki Jääskeläinen ◽  
Stefania Servalli ◽  
Petri Suomala
Keyword(s):  
Performance Measurement ◽  
Smart City ◽  
Smart Cities ◽  
Research Question ◽  
Longitudinal Case Study ◽  
Content Type ◽  
Measurement Systems ◽  
Performance Measurement Systems

Purpose The purpose of this paper is to explore the role of performance measurement systems as technologies of government in the operationalisation of smart city programmes. It answers the research question: how do the development and use of performance measurement systems support smart cities in the achievement of their goals? Design/methodology/approach This paper presents a longitudinal case study that uses an interventionist approach to investigate the possibilities and limitations of the use of performance measurement systems as technologies of government in a smart city. Interpretations are theoretically informed by the Foucauldian governmentality framework (Foucault, 2009) and by public sector performance measurement literature. Findings The findings address the benefits and criticalities confronting a smart city that introduces new performance measurement systems as a technology of government. Such technologies become problematic tools when the city network is characterised by a fragmentation of inter-departmental processes, and when forms of resistance emerge due to a lack of process owners, horizontal accountability and cooperation among involved parties. Research limitations/implications This paper is based on a case study of a single smart city, and outlines the need for both comparative and multidisciplinary analyses in order to analyse the causes and effects of smart city challenges. Originality/value This paper offers a critical understanding of the role of accounting in the smart city. The ineffectiveness of performance measurement systems is related to the multiple roles of such technologies of government, which may lead to a temporary paralysis in the achievement of smart city goals and programmes.

Determinants of negative customer engagement behaviours

2019 ◽  
Vol 34 (2) ◽  
pp. 117-135 ◽  
Author(s):  
Diem Khac Xuan Do ◽  
Kaleel Rahman ◽  
Linda J. Robinson
Keyword(s):  
Conceptual Framework ◽  
Customer Engagement ◽  
Positive Information ◽  
Content Type ◽  
Moderating Variables ◽  
Mediating Role ◽  
Expectancy Disconfirmation ◽  
Brand Perception ◽  
Psychology Literature

Purpose Understanding negative customer engagement is important as it is argued that negative information has a stronger impact on a customer’s brand perception and purchase decision than that of positive information. Hence, this paper aims to propose new determinants of negatively valenced customer engagement, including disengaged and negatively engaged behaviours in a service consumption context and explore under what conditions customers display disengaged or negatively engaged behaviours. Design/methodology/approach This study incorporates justice theory, expectancy disconfirmation theory and psychology literature to propose determinants of negative customer engagement behaviours. Findings A conceptual framework is developed that proposes customer perceived justice and negative disconfirmation as determinants of negative customer engagement via the mediator of customer outrage. Moderating variables, include self-esteem, self-efficacy, altruism and vengeance; are also proposed to affect disengaged/negatively engaged behaviours. Originality/value This study is the first to specify the underlying reasons of negative customer engagement by establishing the conceptual linkages between negative disconfirmation, justice and negative customer engagement via the mediating role of customer outrage. Further, customer resources are used to understand disengaged/negatively engaged behaviours. In doing so, this study views negative customer engagement from the perspective of a customer’s internal response to the trigger experience, rather than the experience itself. Thus, this study contributes to literature on customer engagement by developing a conceptual framework that illustrates the underlying cognitive and affective responses that drive negative customer engagement behaviours.

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