A development of satisfaction-loyalty and reputation relationship model using performance measurement approach of the Private Medical Clinics' services: A literature review

2015 ◽  
Author(s):  
Norzaidahwati Zaidin ◽  
Rohaizat Baharun ◽  
Norhayati Zakuan
Keyword(s):  
Literature Review ◽  
Performance Measurement ◽  
Medical Clinics ◽  
Relationship Model ◽  
Measurement Approach

DEFINING KPI SETS FOR INDUSTRIAL RESEARCH ORGANIZATIONS — A PERFORMANCE MEASUREMENT APPROACH

2009 ◽  
Vol 13 (02) ◽  
pp. 157-176 ◽  
Author(s):  
TATJANA SAMSONOWA ◽  
PETER BUXMANN ◽  
WOLFGANG GERTEIS
Keyword(s):  
Performance Measurement ◽  
Competitive Advantage ◽  
Performance Management ◽  
Empirical Analysis ◽  
Analysis Data ◽  
Industrial Research ◽  
Research Organizations ◽  
Economic Climate ◽  
Research Function ◽  
Measurement Approach

In today's challenging economic climate it is more important than ever for companies to acquire comparable competitive advantage in their market. While previous research has investigated the performance measurement of R&D as a whole organization, very little research has been done into the performance management for just the research function itself. This, however, is of particular interest to larger organizations. This paper (1) introduces a framework for performance measurement for industrial research, and (2) presents a set of clusters, representing the content dimension for measuring research organizations. Based on the clusters, we were able to evaluate the extent to which performance measurement in practice in different companies can be compared. We discovered that the clusters follow a particular consistent distribution across organizations when the clusters are ranked by importance. For this empirical analysis, data was collected through in-depth case studies including more than 60 interviews and thorough document analyses.

Ambiguity in public sector performance measurement: a systematic literature review

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chiara Oppi ◽  
Cristina Campanale ◽  
Lino Cinquini
Keyword(s):  
Public Sector ◽  
Literature Review ◽  
Performance Measurement ◽  
Systematic Literature Review ◽  
Field Research ◽  
Future Research ◽  
Academic Journal ◽  
Content Type ◽  
The Public ◽  
Study Results

PurposeThis paper presents a systematic literature review aiming at analysing how research has addressed performance measurement systems’ (PMSs) ambiguities in the public sector. This paper embraces the ambiguity perspective that PMSs in public sector coexist with and cope with existing ambiguities.Design/methodology/approachThe authors conducted a literature review in Scopus and ScienceDirect, considering articles published since 1985, and the authors selected articles published in the journals included in the Association of Business Schools' Academic Journal Guide (Chartered ABS, 2018). Of the 1,278 abstracts that matched the study’s search criteria, the authors selected 131 articles for full reading and 37 articles for the final discussion.FindingsThe study's key findings concern the elements of ambiguity in PMSs discussed in the literature. The study’s results suggest that ambiguity is still a relevant problem in performance measurement, as a problem that is impossible to be solved and therefore needs to be better understood by researchers and public managers. The analysis allows us to summarize the antecedents and consequences of ambiguity in the public sector.Research limitations/implicationsThe key findings of the study concern the main sources of ambiguity in PMSs discussed in the literature, their antecedents and their consequences. The study results suggest that ambiguity exists in performance measurement and that is an issue to be handled with various strategies that can be implemented by managers and employees.Practical implicationsManagers and researchers may benefit from this research as it may represent a guideline to understand ambiguities in their organizations or in field research. Researchers may also benefit from a summary list of the key issues that have been analysed in the empirical cases provided by this research. Social implicationsThis research may provide insights to limit ambiguity and thus contribute to improve performance measurement in the public sector.Originality/valueThis research presents a comprehensive review on the topic. It provides insight that suggests what future research should attend to in helping to interpret ambiguity, considering also what should be done to influence ambiguity.

scholarly journals Performance measurement embedded in organizational project management of general contractors operating in Poland

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Eryk Głodziński
Keyword(s):  
Project Management ◽  
Literature Review ◽  
Performance Measurement ◽  
Research Methods ◽  
Geographical Area ◽  
Content Type ◽  
Practical Usefulness ◽  
Project Construction ◽  
General Contractors ◽  
Desk Research

Purpose The purpose of this paper is to discuss contemporary knowledge relevant to the application of performance measurement (PMe) in the concept of OPM and to compare findings from a literature review with solutions recommended for utilization by managers from general contractors operating in Poland. There are few studies related to the mentioned topic, much fewer describing the geographical area of Eastern Europe. Design/methodology/approach Triangulation of research methods was selected. First literature review, next desk research and finally descriptive statistical analysis and interview were conducted. The research methods were applied in three steps whose beginnings overlapped and the mid-term findings from one study complemented others. Findings PMe should be focused on management and governance issues. Its evaluation is related to various organizational levels (permanent organization, portfolio, program, project, construction site and supply chain), most of them are under valuated by practitioners. The conducted study pointed out that there are numerous supporting tools and measures applicable in organizational project management (OPM). The managers recommend combining various tools in one comprehensive OPM system, to limit multiple manual incorporations of the same data to the various databases. The managers call to increase the practical usefulness of researchers’ proposals, to educate the construction managers in the application of complex performance systems and to promote portfolio thinking. Originality/value The comparison of performance measurement solutions proposed by academia with experience collected from Polish construction managers could support the better application of theoretical ideas in practice.

Modeling the barriers of Indian telecom services using ISM and MICMAC approach

2017 ◽  
Vol 11 (2) ◽  
pp. 188-209 ◽  
Author(s):  
Faisal Talib ◽  
Zillur Rahman
Keyword(s):  
Literature Review ◽  
Clear Understanding ◽  
Interpretive Structural Modeling ◽  
Holistic View ◽  
Content Type ◽  
Micmac Analysis ◽  
Top Managers ◽  
Effective Performance ◽  
Relationship Model ◽  
Telecom Sector

Purpose The purpose of this paper is to identify the potential barriers of telecom services and develop relationships among them using interpretive structural modeling (ISM) in the Indian telecom sector. Further, this paper intends to find the driving and dependence powers of telecom barriers, using MICMAC (Matriced' Impacts Croise′s Multiplication Applique′ea′un Classement) analysis. Design/methodology/approach A group of experts from telecom sector and academia was consulted and the ISM was used to develop the contextual relationship among identified barriers of telecom services. The results of ISM are used as an input to MICMAC analysis, to further classify identified barriers based on their driving and dependence powers. Findings This paper has identified 11 barriers of telecom services from the literature review and opinion of experts, and a contextual relationship model was developed using the ISM technique. The paper further studied barriers based on their driving and dependence powers using MICMAC analysis that classifies them into four clusters. The results identified the barriers such as “lack of adequate investment in infrastructure expansion”, “interference of private operators”, “legal and regulatory issues”, “lack of maintenance culture” and “lack of financial resources and high cost” as strategic-level barriers that, if dealt with carefully, can help overcome the effect of other barriers preventing the effective performance of the Indian telecom sector. Research limitations/implications Although, there are a number of barriers that affect the performance of telecom services, existing theories, models and frameworks have focused on identification of factors, their implementation and benefits, and thus, these theories lack a holistic view in understanding those barriers which hinder the performance of the telecom sector. Top-managers and policymakers need to be more concerned about these barriers so that the performance of the Indian telecom sector could be improved. Originality/value A thorough literature review has revealed that no such study has been undertaken that provides any clear understanding of the barriers of telecom services, linkages between them and hierarchical relationships among the barriers.

Measuring IT Service Management Performance

2012 ◽  
pp. 102-119
Author(s):  
Francis Gacenga ◽  
Aileen Cater-Steel ◽  
Mark Toleman ◽  
Wui-Gee Tan
Keyword(s):  
Literature Review ◽  
Performance Measurement ◽  
Systematic Literature Review ◽  
Service Management ◽  
Performance Metrics ◽  
It Service Management ◽  
Process Orientation ◽  
Past Work ◽  
It Service ◽  
Level Analysis

Prompted by the realisation that IT is now seen as a service, with a customer focus and process orientation, the authors propose a model to measure IT service management (ITSM) performance. Measuring ITSM performance will enable organisations to demonstrate the benefit from their investment. The model is based on a systematic literature review that progressed from considering the general areas of organisation performance measurement to examining commonly used performance metrics. Although there are a number of studies on ITSM implementation, only a few considered the performance measurement of ITSM. A structured method for the design of the model was adopted through a three-level analysis. A comparison of existing performance measurement frameworks was first made to identify those that are suitable for ITSM and that would facilitate communication between the business and IT function. This was done using appropriate dimensions from past work of various performance measurement researchers. The frameworks were then classified along these dimensions to identify their completeness, eliminate unnecessary dimensions, and identify the natural dimensions for ITSM.

A resilience engineering perspective of safety performance measurement systems: A systematic literature review

2020 ◽  
Vol 130 ◽  
pp. 104864 ◽  
Author(s):  
Guillermina Andrea Peñaloza ◽  
Tarcisio Abreu Saurin ◽  
Carlos Torres Formoso ◽  
Ivonne Andrade Herrera
Keyword(s):  
Literature Review ◽  
Performance Measurement ◽  
Systematic Literature Review ◽  
Safety Performance ◽  
Resilience Engineering ◽  
Measurement Systems ◽  
Performance Measurement Systems

System dynamics applications in performance measurement research

2020 ◽  
Vol 69 (7) ◽  
pp. 1541-1578 ◽  
Author(s):  
Olufunke Olufunmi Oladimeji ◽  
Heather Keathley-Herring ◽  
Jennifer A. Cross
Keyword(s):  
Literature Review ◽  
System Dynamics ◽  
Performance Measurement ◽  
Bibliometric Analysis ◽  
English Language ◽  
Early Stage ◽  
Research Area ◽  
Content Type ◽  
Stage Of Development ◽  
Current State

PurposeThis study investigates system dynamics (SD) applications in performance measurement (PM) research and practice. A bibliometric analysis was conducted to investigate the maturity of this research area and identify opportunities for development.Design/methodology/approachA systematic literature review (SLR) was conducted to provide a comprehensive and rigorous review of the existing literature. The search was conducted on 10 platforms identifying 97 publications, which were evaluated using bibliometric analysis.FindingsThe analysis revealed that applications of SD are most commonly used in the PM system design phase to model organisational performance. In addition, the bibliometric results showed a highly dispersed author set, with most studies using exploratory methods, suggesting that the research is in a relatively early stage of development. The results also showed that over 50 per cent of the causal models were not validated, emphasizing an important methodological gap in this research area.Research limitations/implicationsThis SLR is limited to indexed publications on 10 platforms, the search strategy was relatively precise and only available papers in English language were used for the literature review.Practical implicationsPM systems supported by SD can help managers understand and improve organisational behaviours by addressing dynamic complexities and relationship between variables. This study evaluates the maturity of this research area including information about the current development of this area and opportunities to build on existing knowledge.Originality/valueThis study identifies how SD approaches are applied to PM and highlights areas that require further research consideration. This paper is the first of two publications to result from this study and focuses on evaluating the current state of this research area.

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