Performance measurement: Roles and challenges

Industrial Management and Data Systems

Volumn 109, Issue 5, 2009, Pages 646-664

  Phusavat, Kongkiti ^a   Anussornnitisarn, Pornthep ^a   Helo, Petri ^b   Dwight, Richard ^c  

^a KASETSART UNIVERSITY   (Thailand)

^b UNIVERSITY OF VAASA   (Finland)

^c UNIVERSITY OF WOLLONGONG   (Australia)

Author keywords

Learning; Performance measures; Private sector organizations; Public sector organizations; Thailand

Indexed keywords

LEARNING; PERFORMANCE MEASURES; PRIVATE SECTOR ORGANIZATIONS; PUBLIC SECTOR ORGANIZATIONS; THAILAND;

QUALITY MANAGEMENT; SOCIETIES AND INSTITUTIONS;

MEASUREMENTS;

EID: 67650700509     PISSN: 02635577     EISSN: None     Source Type: Journal    
DOI: 10.1108/02635570910957632     Document Type: Article

References (49)

1. Al-Agtash, S. and Al-Fahoum, A. (2008), "An innovative model for university-industry partnership", International Journal of Innovation and Learning, Vol. 5 No. 5, pp. 512-32.
2. Barnes, R. (1980), Motion and Time Study: Design and Measurement of Work, Wiley, New York, NY.
3. Blanchard, B. (2004), System Engineering and Management, Wiley, Singapore.
4. Cohen, W. and Levinthal, D. (1990), "A new perspective on learning and innovation", Administrative Science Quarterly, Vol. 35, pp. 128-52.
5. Deming, W. (1986), Out of Crisis, MIT Center for Advanced Engineering Study, Cambridge, MA.
6. Dixon, J., Nanni, A. and Vollman, T. (1990), The New Performance Challenge: Measuring Operations for World Class Competition, Business One Irwin, Homewood, IL.
7. Duke, J. and Torres, V. (2005), "Multifactor productivity change in the air transportation industry", Monthly Labor Review (sponsored by Bureau of Labor Statistics, Department of Labor, Washington, DC), March.
8. Edvardsson, B. and Enguist, B. (2006), "Quality improvement in governmental services: the role of change pressure exerted by the market", The TQM Magazine, Vol. 18 No. 1, pp. 7-21.
9. Eggers, W. (2005), Government 2.0: Using Technology to Improve Education, Cut Red Tape, Reduce Gridlock, and Enhance Democracy, Rowman & Littlefield, Totowa, NJ.
10. Goldsmith, S. and Eggers, W. (2004), Governing by Network: The New Shape of the Public Sector, Brooking Institution Press, Washington, DC.
11. Goulding, C. (2002), Grounded Theory: A Practical Guide for Management, Business and Market Researchers, Sage, London.
12. Government Management Reform Act (1994), available at: http://govinfo.library.unt.edu/npr/library/misc/s2170.html (accessed February 22, 2008).
13. Government Performance Results Act (1993), available at: www.whitehouse.gov/omb/mgmt (accessed February 22, 2008).
14. Harper, J. (1984), Measuring Business Performance, Institute of Manpower Studies, Gower, Aldershot.
15. Hoehn, W. (2003), "Managing organizational performance: linking the balanced scorecard to a process improvement technique", Proceedings of the 4th Annual International Symposium in Industrial Engineering on the Performance-based Management, Kasetsart University, Bangkok, pp. 1-12.
16. Hope, J. and Fraser, R. (2001), "Beyond budgeting: questions and answers", available at: www.bbrt.org (accessed November 2007).
17. Hoque, Z. (2008), "Measuring and reporting public sector outputs/outcomes: exploratory evidence from Australia", Internationaljournal of Public Sector Management, Vol. 21 No. 5, pp. 468-93.
18. Information Technology Management Reform Act (1996), available at: http://elips.doi.gov/elips/release/3371.htm (accessed February 22, 2008).
19. Kaplan, R. and Norton, D. (1996), The Balanced Scorecard: Translating Strategy into Action, Harvard Business School Press, Boston, MA.
20. Kaplan, R. and Norton, D. (2004), The Strategy Maps, Harvard Business School Press, Boston, MA.
21. Kouzmin, A., Loffler, E., Klages, H. and Korac-kakabadse, N. (1999), "Benchmarking and performance measurement in public sectors: towards learning for agency effectiveness", International Journal of Public Sector Management, Vol. 12 No. 2, pp. 121-44.
22. Kurstedt, H. (1992), Management System Theory and Practices, Course Lectures for ISE 4015, and 4016, Department of Industrial and Systems Engineering, Virginia Tech, Blacksburg, VA.
23. Liebowitz, J. (2004), "Will knowledge management work in the government?", Electronic Government: An International Journal, Vol. 1 No. 1, pp. 1-7.
24. Liebowitz, J., Ayyavoo, N., Nguyen, H., Carran, D. and Simien, J. (2007), "Cross-generational knowledge flows in edge organizations", Industrial Management & Data Systems, Vol. 107 No. 8, pp. 1123-53.
25. Mettanen, P. (2005), "Design and implementation of a performance measurement system for a research organization", Production Planning & Control, Vol. 16 No. 2, pp. 178-88.
26. Meyer, P. and Harper, M. (2005), "Preliminary estimates of multifactor productivity growth", Monthly Labor Review, (sponsored by Bureau of Labor Statistics, Department of Labor, Washington, DC), June.
27. Neely, A. (1998), Measuring Business Performance, Economist Books, London.
28. Neely, A. (2002), Business Performance Management Theory and Practice, Cambridge University Press, Cambridge.
29. Nisar, T. (2007), "Value for money drivers in public-private partnership schemes", International Journal of Public Sector Management, Vol. 20 No. 2, pp. 147-56.
30. PART (2008), "Program Assessment Rating Tool", available at: www.whitehouse.gov/omb/budget/fy2005/part.html (accessed February 22, 2008).
31. Pongatichat, P. and Johnston, R. (2008), "Exploring strategy-misaligned performance measurement", International Journal of Productivity and Performance Management, Vol. 57 No. 3, pp. 207-22.
32. Putu, N., Mimba, S., van Helden, G. and Tillema, S. (2007), "Public sector performance measurement in developing countries: a literature review and research agenda", Journal of Accounting & Organizational Change, Vol. 3 No. 3, pp. 192-208.
33. Rantanen, H., Kulmala, H., Lonnnqvist, A. and Kujansivu, P. (2007), "Performance measurement systems in the Finnish public sector", International Journal of Public Sector Management, Vol. 20 No. 5, pp. 415-33.
34. Rich, V. (2007), "Interpreting the balanced scorecard: an investigation into performance analysis and bias", Measuring Business Excellence, Vol. 11 No. 1, pp. 4-11.
35. Robinson, H., Anumba, C., Carrillo, P. and Al-Ghassani, A. (2006), '"STEPS' a knowledge management maturity roadmap for corporate sustainability", Business Process Management Journal, Vol. 12 No. 6, pp. 793-808.
36. Roy, J. (2006), "E-service delivery and new governance capacities: 'Service Canada' as a case study", International Journal of Services Technology and Management, Vol. 7 No. 3, pp. 253-71.
37. Sheng, H. and Trimi, S. (2008), "M-government: technologies, applications, and challenges", Electronic Government: An International Journal, Vol. 5 No. 1, pp. 1-18.
38. Sink, D. (1985), Productivity Management Planning Measurement and Evaluation Control and Improvement, Wiley, New York, NY.
39. Sink, D. and Tuttle, T. (1989), Planning and Measurement in Your Organization of the Future, IE Press, Norcross, GA.
40. Steiner, G. (2008), "Supporting sustainable innovation through stakeholder management: a systems view", International Journal of Innovation and Learning, Vol. 5 No. 6, pp. 595-616.
41. Strauss, A. (1987), Qualitative Analysis for Social Scientists, Cambridge University Press, Cambridge.
42. Sumanth, D. (1998), Total Productivity Management, St Lucie Press, Delray Beach, FL.
43. Talluri, S. and Sarkis, J. (2002), "A model for performance monitoring suppliers", International Journal of Production Research, Vol. 40 No. 16, pp. 4257-69.
44. (The) White House (2008), Setting Customer Service Standards, Executive Order 1,262: available at: http://govinfo.library.unt.edu/npr/library/ direct/orders/2222.html (accessed 22 February 2008).
45. Try, D. and Radnor, Z. (2007), "Developing an understanding of result-based management through public value theory", International Journal of Public Sector Management, Vol. 20 No. 7, pp. 655-73.
46. Vokurka, R. (2004), "Operationalising the balanced scorecard using the Malcolm Baldrige criteria for performance excellence (MBCPE)", International Journal of Management and Enterprise Development, Vol. 1 No. 3, pp. 208-17.
47. Wilson, C., Hagarty, D. and Gauthier, J. (2003), "Results using the balanced scorecard in the public sector", Journal of Corporate Real Estate, Vol. 6 No. 1, pp. 53-64.
48. Zigon, J. (1998), "Measuring the hard stuff: teams and other hard-to-measure work, from the Zigon Performance Group web site", available at: www.zigonperf.com (accessed October 15, 2005).
49. Gore, A. (1993), "From red tape to results: creating a government that works better and costs less", report of the National Performance Review, available at: www.ibiblio.org/npr/nptoc.html (accessed 22 February 2008).