Performance measurement systems in the service sector: the potential of IT is not yet utilised

International Journal of Business Performance Management

Volumn 4, Issue 1, 2002, Pages 95-114

  Kueng, Peter ^a  

^a UNIVERSITY OF FRIBOURG   (Switzerland)

Author keywords

Data management; IT; performance indicators; performance measurement

Indexed keywords

EID: 33645017968     PISSN: 13684892     EISSN: 17415039     Source Type: Journal    
DOI: 10.1504/IJBPM.2002.000110     Document Type: Article

References (25)

1. Kaplan, R.S. (1989) ‘Management accounting for advanced technological environments’, Science, Vol. 245, pp.819–823.
2. Eccles, R.G. (1991) ‘The performance measurement manifesto’, Harvard Business Review, Vol. 69, No. 1, pp.131–138.
3. McNair, C.J., Lynch, R.L. and Cross, K.F. (1990) ‘Do financial and non-financial performance measures have to agree?’, Management Accounting, November, pp.28–36.
4. Fitzgerald, L., Johnston, R., Brignall, T.J., Silvestro, R. and Voss, C. (1991) Performance Measurement in Service Businesses, CIMA, London.
5. Kaplan, R.S. and Norton, D.P. (1992) ‘The balanced scorecard - measures that drive performance’, Harvard Business Review, Vol. 70, No.1, pp.71–79.
6. Bititci, U.S., Turner, T. and Begemann, C. (2000) ‘Dynamics of performance measurement systems’, International Journal of Operations & Production Management, Vol. 20, No. 6, pp.692–704.
7. Brignall, S. and Ballantine, J. (1996) ‘Performance measurement in service businesses revisited’, International Journal of Service Industry Management, Vol. 7, No. 1, pp.6–31.
8. Kitchenham, B.A. (1996) Software Metrics — Measurement for Software Process Improvement, Blackwell, Cambridge MA.
9. Kueng, P. (2000) ‘Process performance measurement system - a tool to support process-based organizations’, Total Quality Management, Vol. 11, No. 1, pp.67–86.
10. Mwita, J.I. (2000) ‘Performance management model - a systems-based approach to public service quality’, International Journal of Public Sector Management, Vol. 13, No. 1, pp.19–37.
11. Neely, A., Gregory, M. and Platts, K. (1995) ‘Performance measurement system design - a literature review and research agenda’, International Journal of Operations & Production Management, Vol. 15, No. 4, pp.80–116.
12. Sinclair, D. and Zairi, M. (1995) ‘Effective process management through performance measurement - part 2’, Business Process Reengineering & Management Journal, Vol. 2, No. 2, pp.58–72.
13. Kueng, P. and Krahn, A.J.W. (1999) ‘Building a process performance measurement system - some early experiences’, Journal of Scientific & Industrial Research, Vol. 58, No. 3–4, pp.149–159.
14. Kueng, P. and Wettstein, T. (1999) ‘Measuring customer satisfaction using IT - a case study’, in A. Brown and D. Remenyi (Eds.) Proceedings of the Sixth European Conference on Information Technology Evaluation, Brunel University, Uxbridge, UK, 4–5 November, pp.279–288.
15. From a technical point of view we might argue that a centralisation is necessary only at the logical level; the physical level of the database may be disturbed.
16. Juran, J.M. and Gryna, F.M. (1993) Quality Planning and Analysis — From Product Development Through Use, McGraw-Hill, New York.
17. Senge, P.M. (1990) The Fifth Discipline — The Art & Practice of The Learning Organization, Century Business, London.
18. Hammer, M. (1990) ‘Reengineering work - don’t automate, obliterate’, Harvard Business Review, Vol. 68, No. 4, pp.104–112.
19. Davenport, T.H. and Short, J.E. (1990) ‘Information technology and business process redesign’, Sloan Management Review, Vol. 32, pp.11–27.
20. Paulk, M.C. (1995) The Capability Maturity Model — Guidelines for Improving the Software Process, Addison-Wesley Publishing Company, Reading, MA (A description of CMM can be found at http://www.sei.cmu.edu/cmm/cmm.html).
21. Paulk, M.C. (1995) ‘How ISO 9001 compares with the CMM’, IEEE Software, Vol. 12, No. 1, pp.74–83.
22. Kald, M. and Nielsson, F. (2000) ‘Performance measurement at Nordic companies’, European Management Journal, Vol. 18, No. 1, pp.113–127.
23. Marr, B. and Neely, A. (2000) ‘Measuring business performance in the E-economy’, in A. Neely (Ed.) Performance Measurement — Past, Present and Future, Cranfield University, pp.355–362.
24. Bourne, M., Mills, J., Wilcox, M., Neely, A. and Platts, K. (2000) ‘Designing, implementing and updating performance measurement systems’, International Journal of Operations & Production Management, Vol. 20, No. 7, pp.754–771.
25. Forsberg, T., Nilsson, L. and Antoni, M. (1999) ‘Process orientation - the Swedish experience’, Total Quality Management, Vol. 10, No. 4–5, pp.540–547.