On the relevance of self-service business intelligence to university management

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Michela Arnaboldi ◽  
Andrea Robbiani ◽  
Paola Carlucci
Keyword(s):  
Performance Management ◽  
Business Intelligence ◽  
Dynamic Performance ◽  
Measurement Tool ◽  
University Management ◽  
Action Research Project ◽  
Accounting Data ◽  
Content Type ◽  
Self Service ◽  
Department Directors

Purpose Nearly 40 years since they first appeared, there is renewed interest in dashboards, engendered by the diffusion of business intelligence (BI) desktop software, such as Power BI, QlikView and Tableau, denoted collectively as “self-service” BI. Using these commodity software tools, the work to construct dashboards apparently becomes easier and more manageable and no longer requires the intervention of specialists. This paper aims to analyse the implementation of this kind of commodity dashboard in a university, exploring its role in performance management processes and investigating whether the dashboard affects the organisation (or not). Design/methodology/approach This paper focusses on an action research project developed by the authors, where the objective was to design and implement a dynamic performance measurement tool fitting the needs of department directors. The three authors were all involved in the project, respectively, as project manager, dashboard implementation manager and accounting manager of the studied organisation. Findings The results reveal a specific but complex change to the procedures and outcomes in the organisation studied, where the dashboard becomes a boundary infrastructure, thereby reviving technical and organisational problems that had been latent for years. Originality/value In this paper, the authors contribute to the debate on the digital age and the role of accounting with their exploration into the “revolution” of self-service BI tools. The democratisation and flexibility of these instruments put into discussion two core and somewhat controversial functions of accounting: data integration and personalised reporting.

A dynamic performance management approach to frame corruption in public procurement: a case study

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Salvatore Gnoffo
Keyword(s):  
Performance Management ◽  
Local Governments ◽  
Public Procurement ◽  
Dynamic Performance ◽  
Decision Makers ◽  
Risk Indicators ◽  
Management Approach ◽  
Extensive Literature ◽  
Content Type

Purpose The purpose of this paper is to frame the causal relationships between corruption in public procurement and performance of local governments. Design/methodology/approach An outcome-based dynamic performance management approach is adopted to explore a representative case study of a small Italian municipality. The model is based on three sources: qualitative primary data generated by face-to-face convergent interviews; secondary data retrieved from documents describing legal cases linked to procurement and open-access repositories; and an extensive literature review. Findings Emphasizing the role of community civic morality systemically may help to understand some counterintuitive results in the past research and support decision-makers and policymakers in setting effective strategies to curb the associated negative implications. Social implications A dynamic approach of performance management aimed at framing corruption in public procurement may guide policymakers and decision-makers in keeping their “cognitive radar” constantly active, in a way to detect emerging corruptive phenomena that could be otherwise ignored by normal diagnostical approaches. It may also help to promote organizational ethical learning and improve community outcomes. Originality/value This research provides a causal and systemic framework of relationships involving local government performance and wrongdoings in public procurement, by including performance risk indicators linked to structural and individualistic causes of corruption.

Towards a strategic innovation framework to support supply chain performance

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Milton M. Herrera ◽  
Johanna Trujillo-Díaz
Keyword(s):  
Supply Chain ◽  
Performance Management ◽  
Policy Design ◽  
Dynamic Performance ◽  
Operation Performance ◽  
Content Type ◽  
Strategic Innovation ◽  
Systemic Intervention ◽  
Performance Drivers ◽  
The One

PurposeThis paper aims to determine how a strategic innovation framework that integrates the concepts of innovation function, dynamic performance management (DPM) and system-dynamics (SD) modelling can measure performance in a supply chain (SC).Design/methodology/approachThe paper provides a strategic innovation framework for an SC by considering three steps. First, a systemic intervention is presented based on the innovation functions that influence SC performance. Second, an analysis of the system's performance is proposed. Third, a model SD-based simulation is designed. The developed framework is explained by employing a case study of the Colombian pig sector SC.FindingsThe results reveal that identifying and synchronising the system's performance drivers associated with the innovation functions could improve the inventory in the SC.Practical implicationsOn the one hand, managers can use the proposed framework to evaluate the innovation investments and understand their impact on operation performance (e.g. on inventories). On the other hand, policymakers may support decision-making to improve policy design (e.g. through investment in R&D).Originality/valueFew studies discuss the impacts of innovation functions on SC performance. This paper aims to fill this theoretical gap and to contribute to the literature by suggesting a novel framework which includes innovation functions.

Investigating the effect of perceived quality of self-service banking on customer satisfaction

2020 ◽  
Vol 13 (2) ◽  
pp. 263-280 ◽  
Author(s):  
Alireza Pooya ◽  
Mehran Abed Khorasani ◽  
Simin Gholamian Ghouzhdi
Keyword(s):  
Customer Satisfaction ◽  
Perceived Value ◽  
Equation Modeling ◽  
Technology Readiness ◽  
Measurement Tool ◽  
Content Type ◽  
Self Service ◽  
Statistical Sample

Purpose This study aims to measure the effect of customers’ technology readiness and the quality of electronic services on customer satisfaction. Design/methodology/approach The statistical sample included 410 respondents from 24 branches of a private bank. The sampling method was questionnaire. Because of the structural and organizational similarity of private banks and the elimination of nuisance variables, a bank with the most branches and customers has been selected. To test the model, equation modeling was performed to test the hypotheses. Data were collected through a self-developed structured questionnaire, which served as the measurement tool as well. Findings The results of the study showed that technology readiness has a significant and positive effect on customer satisfaction through the quality of self-service. Moreover, the intermediate role of perceived value in this regard was confirmed; however, the role of trust was not confirmed. Originality/value Previous studies have considered technology readiness as an effective factor in the quality of self-service and customer satisfaction. In this study, apart from quality of service in self-service banking and customer satisfaction, two variables of trust and perceived value have been investigated. An attempt has also been made to address some questions, including “what the effect of customer technology readiness on perceived value of self-services as well as customer satisfaction is?” and “how it is possible to improve self-service quality in modern banking based on customer expectations?” or “what effects variables such as trust and perceived value have on customer satisfaction?” Having a glance at the studies done before, it can be understood that so far, there has been no study done using a mixture of these variables, yet societies’ demands for self-service operations grow day by day. It is, therefore, mandatory to study the prerequisites associated with any actions before one is taken. The paper contributes in the following way: trust and perceived value are added to the the study because of their role in customer satisfaction. In addition, for the first time, variables have been studied, which had never been under focus in any studies in developing countries before.

Dealing with “abnormal” business growth by leveraging local area common goods: an outside-in stakeholder collaboration perspective

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Carmine Bianchi ◽  
Vincenzo Vignieri
Keyword(s):  
Sustainable Development ◽  
Performance Management ◽  
Dynamic Performance ◽  
Local Area ◽  
Stakeholder Collaboration ◽  
Content Type ◽  
The Public ◽  
Educational Package ◽  
Simulation Based

PurposeThe purpose of this paper is to illustrate how for a business located in a local area that does not portray the characteristics of the “Silicon Valley” stereotype, developing a strategy that pretends to autonomously set its boundary spanning may lead to unsustainable growth.Design/methodology/approachThis work suggests Dynamic Performance Management (DPM) as a method to implement an outcome-based view of sustainable development of small- and micro-sized organizations in their own context. A case study shows how collaboration between the public and the business sector may improve local area's outcomes and develop common goods in the context.FindingsAmong the “abnormally-grown” small-and-micro businesses, this paper identifies “dwarf” and “small giant” firms as examples of context-based organizations, where an outside-in perspective may support sustainable development. To enable such firms to build up a capability to survive and grow in their contexts, local area common goods can be leveraged to pursue collaborative strategies and generate value. To this end, education may play a crucial role. Results from a fieldwork focused on the design and use of an educational package are illustrated.Practical implicationsA change in decision-makers mental models is a prerequisite to introduce the use of “lean” DPM systems as a method to implement an “outside-in” perspective to pursue sustainable development in such organizations.Originality/valueThis work has a multidisciplinary track; it uses a simulation-based methodology to understand performance dynamics, to assess policy's sustainability, and to foster a learning-oriented perspective to planning.

An exploration of digital ride-hailing multisided platforms' market dynamics: empirical evidence from the Uber case study

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Federico Cosenz ◽  
Davood Qorbani ◽  
Yokei Yamaguchi
Keyword(s):  
Performance Management ◽  
Supply And Demand ◽  
Dynamic Performance ◽  
Managerial Decision ◽  
Content Type ◽  
Management Domain ◽  
Simulation Based ◽  
Business Dynamics ◽  
Business Complexity

PurposeThe purpose of this paper is to experiment a dynamic performance management (DPM) approach to explore and assess the business dynamics of digital ride-hailing platforms with a focus on both supply and demand sides, and related interplays.Design/methodology/approachThe research adopts the DPM framework supported by simulation-based experimentations for developing a systemic case interpretation of Uber Inc. and its specific business complexity.FindingsThe emerging scenario analysis reveals that changes in the commission percentage for drivers and cutting prices for customers (car hailers) by competitors have significant impacts on the car-hailing industry.Originality/valueDPM and associated simulation-based analysis of the ride-hailing business may provide significant managerial decision insights and a ground base research in a relatively less-explored field within the strategic management domain.

Implementation of performance management in an environment of conflicting management cultures

2020 ◽  
Vol 69 (7) ◽  
pp. 1521-1539
Author(s):  
Joe Christopher
Keyword(s):  
Performance Management ◽  
Public Universities ◽  
Qualitative Interviews ◽  
Research Approach ◽  
University Management ◽  
Hybrid Form ◽  
Content Type ◽  
Effective Governance ◽  
Practice Gap ◽  
Theory Practice Gap

PurposeThe aim of this paper is to examine how performance management (PM) is adopted in the public university sector and the problems it faces in an environment of conflicting management cultures.Design/methodology/approachThis paper draws on institutional logics as a theoretical framework and inductive qualitative interviews as a research approach.FindingsThe results reveal that the conflicting values instilled in key players aligned with the different cultures have resulted in PM assuming a hybrid form, rather than the corporate form. Three identified problematic factors further demonstrate that the level of hybridity varies across the sector. The paper alludes to a theory-practice gap as a result of the findings and the concept of negative hybridity and its risk to effective governance aligned with the corporate approach.Research limitations/implicationsThe results are limited to Australian public universities. In addition, interviews were conducted with a specific set of university management staff. A different perspective on the findings may have been generated with a different set of management or operational staff.Practical implicationsThe results provide policymakers and university management with information on the theory practice gap and the problematic factors contributing to it. It also informs policymakers to the risks associated with negative hybridity.Originality/valueThe results reveal the existence of a theory–practice gap because of a number of common problematic factors in the adoption of a corporate-oriented PM system in Australian public universities. The results highlight the need for further studies to establish the extent to which the current hybrid PM system deviates from the expected corporate-oriented PM system, and whether this poses a risk to effective governance aligned with the corporate approach.

Experimenting lean dynamic performance management systems design in SMEs

2018 ◽  
Vol 67 (7) ◽  
pp. 1234-1251 ◽  
Author(s):  
Carmine Bianchi ◽  
Graham Winch ◽  
Federico Cosenz
Keyword(s):  
Performance Management ◽  
Dynamic Performance ◽  
Systems Design ◽  
Content Type ◽  
Managerial Competencies ◽  
Performance Management Systems ◽  
Start Up ◽  
Survival And Development ◽  
Organisational Routines ◽  
Potential Benefits

Purpose The purpose of this paper is to frame the potential benefits of lean dynamic performance management (PM) systems for small and micro-enterprises. Such systems may exploit the entrepreneur’s tacit knowledge and build on managerial competencies, by incorporating individual attributes into organisational routines. Design/methodology/approach The paper suggests the use of insight models based on the combination of lean PM tools and system dynamics (SD) modelling. Based on a number of exemplary cases, the paper discusses the potential benefits of these models, in respect to four specific contexts: artisan, new company start-up, established firm and micro-giant company. Related to such contexts, the research identifies: needs or priorities, and obstacles or impediments to pursuing business survival and development. Findings The conceptual framework discussed in the paper discloses a quite original empirical basis to outline lean dynamic PM systems that may provide entrepreneurs with a set of key-performance drivers that help them to prioritise action, in each of the four analysed contexts. Originality/value Growing interest in adopting lean PM models in small and micro-firms appears in the recent PM literature with research highlighting strengths and shortcomings. However, few attempts have been produced to overcome such limitations, while the adoption of SD is relatively new in supporting lean PM system design.

Internal performance management with UK higher education: an amorphous system?

2010 ◽  
Vol 14 (1) ◽  
pp. 60-66 ◽  
Author(s):  
Martin Broad ◽  
Andrew Goddard
Keyword(s):  
Performance Management ◽  
Design Methodology ◽  
University Management ◽  
Structured Interviews ◽  
Policy Makers ◽  
Content Type ◽  
Case Study Analysis ◽  
Uk Higher Education ◽  
Practical Implications

PurposeThe purpose of this paper is to provide insights into the internal performance management of UK universities.Design/methodology/approachSemi‐structured interviews were undertaken with numerous staff within each university, attendance at key meetings and reviews of documentation. Grounded Theory was adopted to analyse the information obtained to understand how the strategy and accounting interacted with performance systems in the universities studied.FindingsAn amorphous, decoupled system was identified with poor feedback loops resulting in a lack of accountability and ownership of the system.Research limitations/implicationsThe research reported on the experiences of two universities through case study analysis. Further research is required to understand the extent to which the issues reported here are more widespread and the implications of such.Practical implicationsThe paper suggests that the challenge for policy makers/university management is to facilitate a change in the managerial weltanshauung to one where the environment is more conducive to performance management in a constructive mannerOriginality/valueThe notion of managerial weltanshauung in universities is developed and discussed in relation to nurturing performance management. The paper will be of interest to university managers and policy makers.

Interactive, direct and digital marketing

2014 ◽  
Vol 8 (1) ◽  
pp. 4-17 ◽  
Author(s):  
Merlin David Stone ◽  
Neil David Woodcock
Keyword(s):  
Business Intelligence ◽  
Design Methodology ◽  
Research Effort ◽  
Review Of Literature ◽  
Interactive Marketing ◽  
Content Type ◽  
Significant Research ◽  
Self Service ◽  
And Performance ◽  
Management Capabilities

Purpose – The purpose of this article is to explain how the management of the two areas business intelligence (BI) and customer insight (CI) needs to be brought together to support a company's interactive marketing. Design/methodology/approach – The article is based on the author's work in consultancy and in assessing client company's customer management capabilities and performance, as well as a review of some of the literature on BI and CI. Findings – The article suggests that companies need to pay close attention to the governance of BI, as a self-service approach to BI becomes increasingly used by CI teams. Research limitations/implications – The review of literature carried out by the authors suggests that the interface between BI and CI is poorly researched and would benefit from a significant research effort. Originality/value – The focus on the interface between BI and CI is relatively new. The authors hope that it will trigger significant research.

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