The management index: simplifying business excellence for management teams?

2020 ◽  
Vol 12 (4) ◽  
pp. 505-520
Author(s):  
Kristen M. Snyder ◽  
Henrik Eriksson ◽  
Hendry Raharjo
Keyword(s):  
Performance Measurement ◽  
Large Scale ◽  
Management Teams ◽  
Measurement Tool ◽  
Public And Private ◽  
Content Type ◽  
Dialog Management ◽  
Business Excellence ◽  
Efficiency And Effectiveness ◽  
Degree Of Maturity

Purpose The purpose of this paper is to present findings from a qualitative research study that was designed to examine the application of the management index (MI) to support effectiveness among management teams. Specifically, the research was twofold: to examine the usefulness of the MI as a tool to enhance effectiveness in management teams; and to identify conditions necessary for successful use of the MI. Design/methodology/approach A three-year multi-site qualitative case study was conducted with five medium- to large-scale organizations, from public and private sectors, to apply and examine the use of the MI. Data were collected from participants during a series of workshops designed to examine the ways in which the tool was used to enhance effectiveness in management teams, and conditions that were determined supportive or a hinder to using the tool. Findings Findings from the qualitative data demonstrate four primary uses of the in which the MI: pulse reader, navigation, systematic dialog, management team development. It is, however, not clear yet if the use of the MI contributes to improvement in efficiency and effectiveness. The degree of maturity within the organization and teams, as defined by open and transparent communication and clarity of purpose of direction, appear to be key factors for how well teams benefit from the MI. Furthermore, the tool appears to benefit from longer term usage rather than quick-fix usage, although this claim has yet to be validated by further investigations. Practical implications The MI was developed by Swedish Institute of Quality to provide a simpler performance measurement tool for management teams to support quality improvement processes in organizations in Sweden. The MI was developed to provide management teams with access to vital information that could serve as the basis for prioritizing areas of needed improvement, while reducing time and complexity associated with traditional business excellence models. Originality/value This study contributes to an ongoing dialogue about how to support quality management through the use of performance measurement tools. In particular, the study supports the need to develop understanding about the importance of dialogue and process combined with the use of measures to achieve results.

ICT through the prism of critical technologies

foresight ◽  
2017 ◽  
Vol 19 (2) ◽  
pp. 121-138 ◽  
Author(s):  
Oleg V. Ena ◽  
Gulnara I. Abdrakhmanova
Keyword(s):  
Information And Communication Technologies ◽  
Information Society ◽  
Large Scale ◽  
Innovation Management ◽  
Evidence Base ◽  
Private Life ◽  
Public And Private ◽  
Content Type ◽  
Goods And Services ◽  
Quantitative Statistics

Purpose Developing methodically sound approaches for defining and analysing measurements of sectoral science and technology (S&T) priorities is a key pre-requisite of a successful and effective state science, technology and innovation management system. This paper aims to present the results of research into the evolution of Russia’s S&T priorities in information and communication technologies (ICTs) based on a system founded on detailed profiles for sectoral critical technologies (CTs) supplemented by quantitative statistics on the development of the information society in Russia. Design/methodology/approach This analysis of Russia’s ICT S&T priorities was broken down into three periods which tie in with milestones when large-scale changes in ICT were observed: 2002-2006; 2007-2010; 2011-2015. Findings This paper presents the results of research into the evolution of Russia’s S&T priorities in ICTs based on a system founded on detailed and carefully studied profiles for sectoral CTs supplemented by quantitative statistics on the development of the information society in Russia. An important aspect in support of this approach is regular large-scale processes to update the profiles of sectoral CTs (on average once every five years) and to conduct statistical observations in ICT (once every year). The involvement in this process of updating CTs of large (500 or more) numbers of sectoral experts representing industry leaders, research and educational institutions, core ministries and regulatory bodies guarantees a comprehensive cross-section in researching and profiling CTs in different important areas: science, production and government administration. Originality/value For more than 15 years, the Higher School of Economics has been conducting a range of statistical studies on ICT: the amount of goods and services output in the ICT sector and the level of diffusion and use of ICT in the economy, social sphere and public and private life. The results of these studies are used as an evidence base when defining and updating STI priorities to develop Russia’s ICT industry. This paper presents a retrospective view of the evolution of Russia’s S&T priorities from 2002 to the present and discusses the effects of ICT’s transformation in specific changing markets and identifies priority areas for the future.

Measuring coherence of performance measurement indicators in complex and changing environments

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sebastiano Di Luozzo ◽  
Fabrizia Del Beato ◽  
Massimiliano M. Maria Schiraldi
Keyword(s):  
Performance Measurement ◽  
Large Scale ◽  
Essential Element ◽  
Retail Trade ◽  
Organizational Changes ◽  
Content Type ◽  
Dynamic Framework ◽  
Changing Environments ◽  
Operational Level ◽  
New Research

PurposeThis paper discusses and integrates the concept of complexity in the performance measurement and management (PMM) theory by providing a comprehensive framework to design and evaluate the overall coherence alignment of an indicators hierarchy in unstable and changing environment.Design/methodology/approachAn original, comprehensive and dynamic framework has been proposed and then applied on a sample case of a large-scale retail trade (LSRT) company, starting from relevant frameworks and criteria in the scientific literature.FindingsThis research shows that organizational changes may significantly impact the coherence alignment of an organization's indicators hierarchy. In addition, it finds that even though the alignment at the operational level is obtained, its effectiveness should be evaluated in relation to the organization's strategic orientation. Indeed, without assessing the strategic alignment of an indicators system, an aligned hierarchy at the operational level could lead to ineffective results.Research limitations/implicationsThis paper focuses on the topic of measuring the coherence inside an indicators hierarchy, which seems not to be addressed in the literature. Thus, it opens a new research stream, integrating the studies on performance indicators with an essential element that often causes flawed performance measures in organizations.Practical implicationsOrganizations could adopt this framework to design effective PMM systems and maintain them in light of the organizational changes.Originality/valueThis study introduces different metrics to evaluate the coherence and alignment of an indicators system, being one of the few research studies to address this topic in the context of complex and changing environments.

scholarly journals PERFORMANCE MEASUREMENT IN TRANSPORT SECTOR ANALYSIS

Transport ◽  
2004 ◽  
Vol 19 (3) ◽  
pp. 97-107
Author(s):  
Margarita Išoraite
Keyword(s):  
Performance Measurement ◽  
Transport Sector ◽  
Effective Management ◽  
Public And Private ◽  
Financial Measures ◽  
Measurement Systems ◽  
Efficiency And Effectiveness ◽  
Sector Analysis ◽  
Sector Performance ◽  
Technology Processes

The article analyses the following issues: 1. Performance measurement in literature. The performance measurement has an important role to play in the efficient and effective management of organizations. Kaplan and Johnson highlighted the failure of the financial measures to reflect changes in the competitive circumstances and strategies of modern organizations. Many authors have focused attention on how organizations can design more appropriate measurement systems. Based on literature, consultancy experience and action research, numerous processes have been developed that organizations can follow in order to design and implement systems. Many frameworks have been proposed that support these processes. The objective of such frameworks is to help organizations define a set of measures that reflect their objectives and assess their performance appropriately. 2. Transport sector performance and its impacts measuring. The purpose of transport measurement is to identify opportunities enhancing transport performance. Successful transport sector management requires a system to analyze its efficiency and effectiveness as well as plan interventions if transport sector performance needs improvement. Transport impacts must be measurable and monitorable so that the person responsible for the project intervention can decide when and how to influence them. Performance indicators provide a means to measure and monitor impacts. These indicators essentially reflect quantitative and qualitative aspects of impacts at given time and places. 3. Transport sector output and input. Transport sector inputs are the resources required to deliver transport sector outputs. Transport sector inputs are typically: human resources, particularly skilled resources (including specialists consulting inputs); technology processes such as equipment and work; and finance, both public and private. 4. Transport sector policy and institutional framework; 5. Cause ‐ effect linkages; 6. Alternatives analysis. The numerous courses of action could be taken to improve performance. However, due to limited resources choices have to be made. This requires prioritizing.

A conceptual framework for operational performance measurement in wholesale organisations

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Faris Odeh Al Majali
Keyword(s):  
Performance Measurement ◽  
Conceptual Framework ◽  
Structured Interview ◽  
Operational Performance ◽  
Primary Data ◽  
Content Type ◽  
Face To Face ◽  
Performance Factors ◽  
Measurement Framework ◽  
Efficiency And Effectiveness

PurposePerformance measurement involves gaining useful information about performance. The purpose is to develop a conceptual framework to assist wholesale managers in selecting useful information to evaluate operational performance. The proposed framework identifies core operations, measures of operational performance and factors that affect the performance of wholesale organisations.Design/methodology/approachThe research essentially relies on the available literature to develop a conceptual framework and define related components. Research primary data were used to validate the framework components and to implement the framework in wholesale organisations by allocating performance factors to the different components of the proposed framework. Using a semi-structured interview design, ten face-to-face interviews were conducted with managers of ten different wholesale organisations.FindingsThe research identifies five core operations that affect the operational performance in wholesale organisations, four measures for evaluating efficiency and effectiveness in every core operation and 28 factors that influence operational performance in wholesale organisations.Originality/valueOperational performance is monitored by evaluating the achievement of efficiency and effectiveness in operations. The research introduces a performance measurement framework that identifies the required information to evaluate the efficiency and effectiveness of core operations in wholesale organisations.

scholarly journals Empirical study of measuring supply chain performance

2015 ◽  
Vol 22 (2) ◽  
pp. 290-308 ◽  
Author(s):  
Ilkka Sillanpää
Keyword(s):  
Supply Chain ◽  
Performance Measurement ◽  
Manufacturing Industry ◽  
Case Study Research ◽  
Future Research ◽  
Order Book ◽  
Content Type ◽  
Measurement Framework ◽  
Efficiency And Effectiveness

Purpose – Supply chain (SC) performance measurement – the process of qualifying the efficiency and effectiveness of the SC. The purpose of this paper is to create a SC measurement framework for manufacturing industry, define which data should be measured and verify the measurement framework in the case company’s SC. Design/methodology/approach – There is a review of the current understanding of supply chain management and literature related to SC performance measurement and the study creates a framework for SC measurement. This research is qualitative case study research. Findings – This study presents the main theoretical framework of SC performance measurement. The key elements for the measurement framework were defined as time, profitability, order book analysis and managerial analysis. The measurement framework is tested by measuring case SC performance. Research limitations/implications – In the study, a performance measurement framework was created for the needs of manufacturing industry. Suggestions for future research are multiple case study in different manufacturing industry areas and positivistic-based SC performance research. Practical implications – The measurement framework in this study offers guidelines for measuring the SC in manufacturing industry but the measurement framework could be used in different areas of industry as well. Originality/value – The SC performance measurement framework is tested and a valid framework for SC performance measurement in manufacturing industry.

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

2019 ◽  
Vol 26 (1) ◽  
pp. 221-245 ◽  
Author(s):  
Namish Mehta ◽  
Nilesh Diwakar ◽  
Rajeev Arya
Keyword(s):  
Performance Measurement ◽  
Central India ◽  
Poor Performance ◽  
Measurement Tool ◽  
Total Quality ◽  
Analytic Hierarchy ◽  
Comparative Performance ◽  
Content Type ◽  
Internal Benchmarking ◽  
And Performance

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.

scholarly journals Performance measurement tool (PMT) to control maintenance-associated infections

Facilities ◽  
2016 ◽  
Vol 34 (13/14) ◽  
pp. 766-787 ◽  
Author(s):  
Stanley Njuangang ◽  
Champika Lasanthi Liyanage ◽  
Akintola Akintoye
Keyword(s):  
Customer Satisfaction ◽  
Performance Measurement ◽  
Performance Measures ◽  
Resource Availability ◽  
Delphi Study ◽  
Weighted Average ◽  
Measurement Tool ◽  
Content Type ◽  
And Performance ◽  
Level Of Importance

Purpose Healthcare maintenance (HM) services have an important role in the control of hospital-acquired infections (HAIs). Notwithstanding, many HM managers still do not measure the performance of HM services in infection control (IC). This research, therefore, aims to establish the level of importance of critical success factors (CSFs) and performance measures in HM IC. A performance measurement tool (PMT) was also developed to improve the performance of the HM unit in IC. Design/methodology/approach The CSFs and performance measures identified in the literature were categorised into the four perspectives of balanced scorecard and analysed through Delphi. The Delphi participants were presented with 67 performance measures and asked to rate their level of importance in HM in IC. In total, they identified 53 important performance measures to control maintenance-associated HAIs. The results obtained from the Delphi study were used to categorise the performance measures into four means zones. The mean zones were assigned weights (1-4), and the level of importance of the CSFs was established through weighted average. Liaison and communication, IC practices and maintenance resource availability emerged as the most important CSFs in HM in IC. Conversely, customer satisfaction emerged as the least important. Information gathered about the CSFs and performance measures was used to develop a PMT in HM in IC. Findings The following CSFs, liaison and communication, IC practices and maintenance resource availability, emerged as the most important in HM in IC. Conversely, customer satisfaction emerged as the least important. Information gathered about the CSFs and performance measures was used to develop a PMT in HM in IC. Originality/value Through the application of the PMT, performance in IC can be estimated at different levels in the HM unit. The PMT allows managers to focus on the most crucial CSFs and performance measures that drive performance in HM in IC. The PMT could also be used for benchmarking purposes.

YAMO: Yet Another Methodology for large-scale faceted Ontology construction

2015 ◽  
Vol 19 (1) ◽  
pp. 6-24 ◽  
Author(s):  
Biswanath Dutta ◽  
USASHI CHATTERJEE ◽  
Devika P. Madalli
Keyword(s):  
Large Scale ◽  
Ontology Development ◽  
High Quality ◽  
Theoretical Understanding ◽  
Content Type ◽  
Development Methodology ◽  
Efficiency And Effectiveness ◽  
Facet Analysis ◽  
Practical Implications

Purpose – This paper aims to propose a brand new ontology development methodology, called Yet Another Methodology for Ontology (YAMO) and demonstrate, step by step, the building of a formally defined large-scale faceted ontology for food. Design/methodology/approach – YAMO is motivated by facet analysis and an analytico-synthetic classification approach. The approach ensures quality of the system precisely; it makes the system flexible, hospitable, extensible, sturdy, dense and complete. YAMO consists of two-way approaches: top-down and bottom-up. Based on YAMO, domain food, formally defined as large-scale ontology, is designed. To design the ontology and to define the scope and boundary of the domain, a group of people were interviewed to get a practical overview, which provided more insight to the theoretical understanding of the domain. Findings – The result obtained from evaluating the ontology is a very impressive one. Based on the study, it was found that 94 per cent of the user’s queries were successfully met. This shows the efficiency and effectiveness of the YAMO methodology. An evaluator opined that the ontology is very deep and exhaustive. Practical implications – The authors envision that the current work will have great implications on ontology developers and practitioners. YAMO will allow ontologists to construct a very deep, high-quality and large-scale ontology. Originality/value – This paper illustrates a brand new ontology development methodology and demonstrates how the methodology can be applied to build a large-scale high-quality domain ontology.

What signifies success in e‐CRM?

2009 ◽  
Vol 27 (2) ◽  
pp. 246-267 ◽  
Author(s):  
Hande Kımıloğlu ◽  
Hülya Zaralı
Keyword(s):  
Performance Measurement ◽  
Balanced Scorecard ◽  
Customer Value ◽  
Business Processes ◽  
Management Tool ◽  
Measurement Tool ◽  
Content Type ◽  
The Balanced Scorecard ◽  
Support Costs ◽  
A Performance

PurposeThis paper seeks to use the balanced scorecard approach to create a performance measurement tool for e‐CRM implementations, distinguishing the criteria which signify higher levels of success in e‐CRM for internet businesses.Design/methodology/approachA performance measurement tool assessing the success of e‐CRM implementations under the customer, internal business, innovation and learning, and financial perspectives of the balanced scorecard is constructed. A total of 72 internet businesses in Turkey were surveyed about how much their CRM implementations contributed to the improvement in various measures under these four perspectives. These businesses are categorised as those with high versus moderate levels of perceived e‐CRM success. T‐tests are conducted to find out which success criteria distinguish these two groups more significantly.FindingsCompanies with higher levels of perceived e‐CRM success claimed significantly higher levels of improvements in customer satisfaction, transaction amounts and frequency, brand image, effective database management and customer targeting, efficient business processes, technology utilisation, excellence and innovation in services, improved sales, profitability and decreased service support costs.Research limitations/implicationsThe sample size is relatively small due to the difficulty of collecting data from internet businesses on a strategic issue such as e‐CRM. Perceived e‐CRM success is assessed based on the answers of a single respondent from each business.Practical implicationsWith successful e‐CRM programs, internet businesses can experience significant levels of improvements under all the four perspectives of the balanced scorecard, including tangible measures such as financial outcomes and the less tangible indicators such as customer value, innovation, excellence, and efficiency in business processes.Originality/valueA general strategic management tool is applied to a specific process in internet businesses. Performance in e‐CRM is assessed extensively.

scholarly journals Exploring differences between private and public organizations in business excellence models

2017 ◽  
Vol 37 (12) ◽  
pp. 1795-1816 ◽  
Author(s):  
Hendry Raharjo ◽  
Henrik Eriksson
Keyword(s):  
Structural Equation ◽  
Public Organizations ◽  
Equation Modeling ◽  
Public And Private ◽  
Content Type ◽  
Business Results ◽  
Private Organizations ◽  
Business Excellence ◽  
Private And Public ◽  
Key Driver

Purpose The purpose of this paper is to explore the differences between public and private organizations in the paths of business excellence models and to identify the key drivers for creating business results and customer satisfaction. Design/methodology/approach The partial least squares structural equation modeling technique is used to compare the path coefficients and to identify the key driver constructs for creating business results. Findings The variation in endogenous constructs is found to be more difficult to explain or predict for private organizations than for public organizations, despite the fact that the performance of private organizations is almost always higher than or equal to the performance of public ones in all criteria. The effect of “leadership” on “management of processes” is significantly higher in public organizations than in private ones. However, “management of processes” in public organizations does not seem to translate into “results.” The effect of “strategic planning” on creating business “results” is negative for public organizations and remains inconclusive, due to insufficient evidence, for private organizations. Research limitations/implications The results may not be generally applicable to other countries. However, they do support the move toward more tailor-made models for specific sectors. Practical implications It is necessary to review the national business excellence model in order to fit specific sectors. Originality/value This is the first study to investigate the differences between private and public organizations in the Swedish business excellence model.

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