Performance Measurement: Challenges for Tomorrow*

This paper demonstrates that the context within which performance measurement is used is changing. The key questions posed are: Is performance measurement ready for the emerging context? What are the gaps in our knowledge? and Which lines of enquiry do we need to pursue? A literature synthesis conducted by a team of multidisciplinary researchers charts the evolution of the performance‐measurement literature and identifies that the literature largely follows the emerging business and global trends. The ensuing discussion introduces the currently emerging and predicted future trends and explores how current knowledge on performance measurement may deal with the emerging context. This results in identification of specific challenges for performance measurement within a holistic systems‐based framework. The principle limitation of the paper is that it covers a broad literature base without in‐depth analysis of a particular aspect of performance measurement. However, this weakness is also the strength of the paper. What is perhaps most significant is that there is a need for rethinking how we research the field of performance measurement by taking a holistic systems‐based approach, recognizing the integrated and concurrent nature of challenges that the practitioners, and consequently the field, face.     

The contribution of measurement and information infrastructure to TQM success

There is currently some debate about which TQM practices contribute most to superior performance outcomes. Several proponents argue that softer TQM practices such as leadership, human resource management, and customer focus have more impact than benchmarking, process analysis or performance measurement. The evidence for which TQM factors contribute most to improved performance is not yet conclusive, and sometimes contradictory. Using data from a longitudinal study of 67 TQM firms we contribute to this debate. Our central hypothesis is that measurement of key TQM practices and performance outcomes is essential for TQM success. We examine the measurement practices of this cohort of firms, and report on the changes in their measurement behavior over time. Specifically, we analyze seven dimensions of measurement relating to customer satisfaction, employee satisfaction, process performance, impact of TQM on costs, impact of TQM on sales, self-assessment, and benchmarking. We calculate a measurement-intensity score for each firm, based on how many of these seven parameters were being measured, and we show that increased measurement intensity is strongly associated with perceived TQM success. Finally, using multivariate discriminant analysis, we identify eight variables that explain the level of TQM success with a classification accuracy of almost 90%. We conclude that to attain the highest levels of TQM success, firms need to engage in the measurement practices of self-assessment and benchmarking, but our data suggest that an appropriate measurement framework needs to be in place beforehand.     

The evolution of employee engagement: Towards a social and contextual construct for balancing individual performance and wellbeing dynamically

Research demonstrates that high Employee Engagement (EE) sustains job satisfaction and performance among staff. This literature review analyses the evolution of EE, highlighting the theoretical frameworks used to explain the concept, the measurement scales adopted by researchers and the principal antecedents and outcomes relating to EE that have been progressively considered along the way. Three main findings emerge from the analysis. First, we highlight the social and relational nature of EE, providing a more sociological interpretation of this phenomenon. Second, we underscore the fact that EE is dynamic, and when combined with modern digital technologies, it can be studied through innovative approaches. Third, we discuss how EE could be a fundamental ingredient in shifting towards a human centred approach through which balancing individuals’ wellbeing and performance. We discuss the implications of these findings, highlighting the necessity to rethink EE in relation to the new normal ushered in by Covid-19, and the increasing role of hybrid working.     

Designing effective team-based performance measurement systems: an integrated approach

Measuring the performance of teams and, in particular, designing effective team-based performance measurement systems (TPMS) can be a difficult task. The purpose of this paper is to take the reader through the development and testing of a construct that provides an integrated approach to facilitate the design of TPMS. This construct was developed and tested based on a rigorous set of criteria adopted from constructive research theory as well as from existing performance measurement literature. The construct was tested in a series of workshops described in this paper. The data gathered during these workshops demonstrates the novelty and validity of the construct. The paper should be of interest to managers, team leaders and indeed anyone who is interested in monitoring and managing team performance. The paper will also be of interest to academics working in the fields of performance measurement and team management.     

Performance measurement in industrial R&D

Currently, the need for R&D performance measurements that are both practically useful and theoretically sound seems to be generally acknowledged; indeed, the rising cost of R&D, greater emphasis on value management and a trend towards decentralization are escalating the need for ways of evaluating the contribution of R&D to corporate performance. However, although recent research and writing on the subject shows that the challenge of developing such sound measurements has been taken up by many academics and organizations, it is also clear that there is no generally applicable approach.
In this review, we consider various approaches for measuring the performance in industrial R&D and identify their key characteristics. We also include a brief summary of the 'history' of performance measurement in R&D, which shows that although there are some new ways of looking at the issue there are many examples from the past that can contribute to our current thinking.
The approaches found in the literature and practice are very varied in their application, some being more suitable for the project level, others for the R&D department, and some for the development process or for the organization as a whole. Furthermore, the uses of the approaches tend to be different. For example, some approaches are intended to justify the continuation of investment in R&D to upper management, whilst others are more suited to support learning and self-correction by empowered R&D teams. In this paper these uses, or 'functions', of performance measurement and a taxonomy of typical subjects of measurement in R&D environments are explored.
Finally, we conclude the review with a discussion of some limitations of the growing literature on R&D performance measurement.     

Optimising correlated QCHs in robust design using principal components analysis and DEA techniques

Taguchi method is found efficient for optimising process performance with a single quality characteristic (QCH) of a product or process. In practice, however, customers are concerned about multiple QCHs, which are usually correlated. This research proposes and implements an approach using principal components analysis (PCA) and two data envelopment analysis (DEA) models, including CCR and super efficiency, for optimising multiple correlated QCHs in robust design. The PCA is first utilised to obtain multiple uncorrelated linear combinations of principal components, which are the same number of QCHs and hence avoid the loss of information by ignoring some principal components. Then, these components are utilised in two DEA models to decide optimal factor levels. Three real case studies are provided for illustration; in all of which the proposed approach is found more efficient than some other techniques in literature, including engineering judgement, PCA, PCA and grey analysis, and utility concept. In conclusion, the proposed approach shall provide a great assistance to process/product engineers for obtaining robust design with multiple correlated QCHs.     

Does strategic corporate performance depend on corporate financial architecture? Empirical study of European,Russian and other emerging market’s firms

Performance of the firm depends on its structural dimensions: capital structure, ownership structure and corporate governance. Their interactions are known as corporate financial architecture according to S. Myers. In this paper we analyze financial architecture which is a mix of ownership structure, capital structure, control and board’s composition, and therefore, provides the given framework for improving corporate performance. We contribute to the literature by different attributes of our study. In contrast to most empirical papers on performance, we develop integrated rather than segmented approach combining the intrinsic components of corporate financial design in one research model. We introduce new variable to capture the structure of ownership for the purpose of performance analysis. Our third contribution is based on comparative analysis of the influence of financial architecture over corporate performance in rather different capital market environment: developed European and emerging (developing) capital market’s countries. We start with a classic empirical model of the impact of ownership structure, capital structure and other components of financial architecture on the corporate performance. Further we verify the validity of exogenous nature of key variables of the classic model when applying it to companies in developed and emerging market environment. Our results could have some important policy implications for the firms in normal economic environment as well as in the period of global economic crisis. We found that the higher proportion of related ownership which indicates investors with significant voting power and the board’s composition affect firm performance positively. The related shareholders and independent directors seem to add more value to firms while the impact of government ownership differs depending on the country. The emerging market’s sample versus the one from developed countries proves the stronger influence of corporate financial architecture over performance.     

Strategic performance measurement in a healthcare organisation: A multiple criteria approach based on balanced scorecard

The Balanced Scorecard (BSC) methodology focuses on major critical issues of modern business organisations: the effective measurement of corporate performance and the evaluation of the successful implementation of corporate strategy. Despite the increased adoption of the BSC methodology by numerous business organisations during the last decade, limited case studies concern non-profit organisations (e.g. public sector, educational institutions, healthcare organisations, etc.). The main aim of this study is to present the development of a performance measurement system for public health care organisations, in the context of BSC methodology. The proposed approach considers the distinguished characteristics of the aforementioned sector (e.g. lack of competition, social character of organisations, etc.). The proposed measurement system contains the most important financial performance indicators, as well as non-financial performance indicators that are able to examine the quality of the provided services, the satisfaction of internal and external customers, the self-improvement system of the organisation and the ability of the organisation to adapt and change. These indicators play the role of Key Performance Indicators (KPIs), in the context of BSC methodology. The presented analysis is based on a MCDA approach, where the UTASTAR method is used in order to aggregate the marginal performance of KPIs. This approach is able to take into account the preferences of the management of the organisation regarding the achievement of the defined strategic objectives. The main results of the proposed approach refer to the evaluation of the overall scores for each one of the main dimensions of the BSC methodology (i.e. financial, customer, internal business process, and innovation-learning). These results are able to help the organisation to evaluate and revise its strategy, and generally to adopt modern management approaches in every day practise.     

Pooling Data Across Transparently Different Groups of Key Informants: Measurement Equivalence and Survey Research*

Survey research is often deployed in the study of situational issues facing organizations and functions within organizations. One particular survey research approach can be described as follows: (1) survey questionnaires involving perceptual questions about a situational issue are administered to key informants, one key informant per unit of analysis; (2) key informants vary in a transparent manner across units of analysis such that groups of these key informants are discernible; and (3) perceptual responses, after data collection, are then pooled to create a single larger data set for subsequent statistical manipulations. In this methodological note, we draw attention to this particular survey research approach and ask the question: When is it appropriate to pool data provided by key informants with transparently different demographics across units of analysis so as to create a single larger data set for statistical manipulations? We use a simple example and data from a published study to motivate the relevance and gravity of this methodological question. Offering the concept and empirical assessment of measurement equivalence as the answer to this methodological question of data pooling, we prescribe and demonstrate, with the total quality management→customer satisfaction relationship, the procedural steps for evaluating the seven subdimensions of measurement equivalence. In conclusion, we highlight methods that should be adopted, before data collection, to minimize the risk of violating measurement equivalence. After data collection and for the instances when the empirical assessment for measurement equivalence advises against pooling of such data, we also offer suggestions for analyzing such data and presenting associated statistical results.     

A New Multicriteria Risk Mapping Approach Based on a Multiattribute Frontier Concept

Invasive species risk maps provide broad guidance on where to allocate resources for pest monitoring and regulation, but they often present individual risk components (such as climatic suitability, host abundance, or introduction potential) as independent entities. These independent risk components are integrated using various multicriteria analysis techniques that typically require prior knowledge of the risk components’ importance. Such information is often nonexistent for many invasive pests. This study proposes a new approach for building integrated risk maps using the principle of a multiattribute efficient frontier and analyzing the partial order of elements of a risk map as distributed in multidimensional criteria space. The integrated risks are estimated as subsequent multiattribute frontiers in dimensions of individual risk criteria. We demonstrate the approach with the example of Agrilus biguttatus Fabricius, a high‐risk pest that may threaten North American oak forests in the near future. Drawing on U.S. and Canadian data, we compare the performance of the multiattribute ranking against a multicriteria linear weighted averaging technique in the presence of uncertainties, using the concept of robustness from info‐gap decision theory. The results show major geographic hotspots where the consideration of tradeoffs between multiple risk components changes integrated risk rankings. Both methods delineate similar geographical regions of high and low risks. Overall, aggregation based on a delineation of multiattribute efficient frontiers can be a useful tool to prioritize risks for anticipated invasive pests, which usually have an extremely poor prior knowledge base.     

A multi-criteria approach for managing inter-enterprise collaborative relationships

Collaboration amongst enterprises is a common strategy used to increase competitiveness. Thus, enterprises that are collaborating need to define and use performance measurement/management frameworks composed of performance elements (objectives, performance indicators, etc.) that facilitate the management of their activity, as well as monitor their strategy and processes. There are many factors, e.g. trust, interoperability of Information Systems, etc. that need to be managed properly in order to support collaborative success. However, such factors and performance are not usually managed together. Furthermore, these factors and performance elements are interrelated but these influences are commonly overlooked. This paper aims to present an approach based on the Analytic Network Process (ANP) to manage collaborative relationships under an integrated approach by considering not only the inter-enterprise performance elements, but also the factors that influence collaboration. The approach is then applied to a collaborative enterprise network belonging to the renewable energy sector. With this innovative approach, enterprises will obtain significant information for the decision-making process, regarding which are the factors and performance elements that have the greatest impact on their competitiveness, and therefore should be prioritized.     

A specific accounting approach for public universities

Many universities in Germany and other countries have introduced financial (or commercial) accounting to manage effectively their finances. It aligns with so-called new public sector management reforms worldwide. In this paper we analyze whether the components of this type of financial accounting reform suit the nature and objectives of German public universities. While the analysis mainly relates to the German situation, there are likely to be implications for public universities universally. Drawing on an analysis of the reports of two well known German-speaking universities, Heidelberg and Vienna, we analyze whether the components of the new financial accounting reforms suit the nature and objectives of those public universities. While we argue that cash-flow statements and balance sheets remain important, it is shown that it is necessary for state-run educational institutions to change several key elements of traditional commercial accounting. Because the success goals of such universities are non-profit-oriented, their financial accounting should be augmented by a ‘change in value statement’, replacing the traditional income statement. As their valuation cannot be correlated with the definition of profit in (German) public universities this term is suggested. By change in value we mean specifically that assets may experience a total loss or a decrease in value. In management accounting output measures and performance indicators should substitute revenues as the counterpart of costs. Furthermore, long-term financial decisions play a crucial role in universities. Therefore, a form of investment accounting is very important for them. The conventional form has to be modified by ‘investment statements’ and ‘knowledge balances’ of their intellectual capital. In this paper we also show how the concept of a balanced scorecard can be applied to public universities and how specific accounting instruments can be integrated into it.     

Six things to manage--Designs

Transportation in reverse logistics (RL) plays a significant role and has impact on overall RL performance. Efficiency, effectiveness and impact are the distinct components of RL transportation. Balancing these components requires the implementation of an effective performance measurement (PM) system. The perspectives of balanced scorecard have been used where enterprises can link their performance to their transportation practices, which do not provide an understanding of the RL transportation operating objectives and the developing strategies through an analysis of stakeholders. This article proposes the comprehensive PM of transportation system, which is multi-angle perspective for RL enterprises. Recognising the multiple criteria nature of the problem, this article uses analytical hierarchy process methodology in order to find an overall comprehensive performance index, which is critical to the success of the RL transportation operations to assist logistics managers, researchers, transportation planners and decision-makers.     

Performance measurement system for business processes

All companies need to know at what level and to what extent they are complying with their objectives. We present a system called PMS-BP (performance measurement system for business processes) which has been designed to define indicators and evaluate company performance. The system is used to measure performance through the integrated management of business processes and to define indicators or parameters at all levels of the company. It also detects the linkages that exist between parameters at different levels and associates them with the company's objectives and strategies through critical success factors. PMS-BP has been built around three components: a methodology, an architecture and a performance measurement structure. The interconnection between the different components makes it easy to constantly trace the relationships between the different performance measurement elements at different levels (enterprise, business entity, processes, etc.). Processes are analysed by means of different types of graphs which make it simple to read and interpret the entire context of the company. We describe a real-life case in which the PMS-BP was applied to an SME in the metal/mechanics sector.     

The Impact of Modular Assembly on Supply Chain Efficiency

This article studies the impact of modular assembly on supply chain efficiency. In the modular assembly approach, a manufacturer acquires pre‐assembled modules from its suppliers, rather than the individual components, as in the traditional assembly approach. We analyze the competitive behavior of a two‐stage modular assembly system consisting of a manufacturer, and a supplier who pre‐assembles two components into a module. The firms can choose their own inventory policies and we show the existence of Nash equilibrium in the inventory game. Moving from the traditional to the modular approach has a twofold effect on the supply chain. First, we investigate the effect of centralizing the component suppliers. It can be shown that when there is no production time shift, the module supplier always holds more component inventories than suppliers do in the traditional approach, which yields a lower cost for the manufacturer. However, the suppliers, and therefore the supply chain may incur a higher cost in the modular approach. Second, we study the effect of a shift in production time from the manufacturing stage to the supplier stage. From numerical studies, it has been found that such a lead time shift always benefits a centralized supply chain, but not necessarily so for a decentralized system. Combining the two effects, we find that the modular approach generally reduces the cost to the manufacturer and the supply chain, which explains the prevalence of modular assembly from the perspective of inventory management. These results also provide some insight into how firms can improve supply chain efficiency by choosing the right decision structure and lead time configuration.     

Management leadership and productivity improvement programs

The intent of this empirical research is to identify the critical factors that are potentially fatal to productivity improvement programs and to analyze these factors relative to management leadership concepts. From this analysis we determine that these “fatal” factors can be prevented by the pre-existence of a leadership-based program that requires participative involvement of all members of an organization through good performance measurement and a sound reward system.     

How to better identify the true managerial performance: State of the art using DEA

Our motivation is to detail a potential improvement on the three-stage analysis published by Fried et al. [Accounting for environmental effects and statistical noise in data envelopment analysis. Journal of Productivity Analysis 2002;17:157–74] that can distinguish true performers from those that may be advantaged by favourable environments or measurement errors. The method starts with data envelopment analysis (DEA), and continues with stochastic frontier analysis to explain the variation in organisational performance in terms of the operating environment, statistical noise and managerial efficiency. It concludes with DEA again using adjusted data to reveal a measure of performance based on management efficiency only. Our proposed contributions include (i) a comprehensive approach where total input and output slacks are identified simultaneously for non-radial inefficiencies before levelling the playing field, (ii) identifying percent adjustments attributable to the environment and statistical noise, and (iii) using a fully units-invariant DEA model.     

Management Control Systems: One View of Components and Their Interdependence1

Professor Robert Anthony's statement that ‘control is the process of assuring that the organization does what management wants done’ implies that systems for management control must be broadly conceived. This paper takes the view that a comprehensive view of control systems should include at least five components: performance measurement, strategy, organization structure, direction and motivation. Each of these components reflects management choices, but those choices have implications for the other components. A strategy of dynamic new product development for example, requires a flexible structure, and should have performance measures that relate to the structure and the desired achievements for that strategy. As what is measured signals what is important, the measures provide direction and the basis for incentives and rewards. The interdependence of the components is seen as a key factor in control system design. When the components support each other, the interdependence is a source of strength; conflict or even absence of support among the components can be a source of weakness. This paper describes the components and illustrates ways in which the design of control systems needs to recognize their interdependence. The process of system implementation is also reviewed, as process choices can be independent of design choices. The framework is related to prior research and writing, showing that the components are themselves complex and have been the focus of extensive study. Finally, several teaching cases are decribed in order to show how the design issues may appear in practice and how the framework can be used to help teach management control systems.     

Green supply chain performance measurement using fuzzy ANP-based balanced scorecard: a collaborative decision-making approach

The purpose of this paper is to delineate a green supply chain (GSC) performance measurement framework using an intra-organisational collaborative decision-making (CDM) approach. A fuzzy analytic network process (ANP)-based green-balanced scorecard (GrBSc) has been used within the CDM approach to assist in arriving at a consistent, accurate and timely data flow across all cross-functional areas of a business. A green causal relationship is established and linked to the fuzzy ANP approach. The causal relationship involves organisational commitment, eco-design, GSC process, social performance and sustainable performance constructs. Sub-constructs and sub-sub-constructs are also identified and linked to the causal relationship to form a network. The fuzzy ANP approach suitably handles the vagueness of the linguistics information of the CDM approach. The CDM approach is implemented in a UK-based carpet-manufacturing firm. The performance measurement approach, in addition to the traditional financial performance and accounting measures, aids in firm’s decision-making with regard to the overall organisational goals. The implemented approach assists the firm in identifying further requirements of the collaborative data across the supply-cain and information about customers and markets. Overall, the CDM-based GrBSc approach assists managers in deciding if the suppliers’ performances meet the industry and environment standards with effective human resource.     

How Sourcing of Interdependent Components Affects Quality in Automotive Supply Chains

In the automotive industry, many firms source key components from different suppliers, even though the components may function interdependently. In this study, we investigate how component level interdependence impacts quality performance and analyze how various operational factors moderate this relation. We synthesize information from several case studies to model the quality challenges faced by an automotive firm. For several sub‐assemblies that go into its products, the firm sourced key components from two different suppliers. The sub‐assemblies would fail whenever a component fails, but due to interdependent operations, failure of one component could cause the failure of the other. The firm found it challenging to improve the suppliers' quality performance as it was difficult to trace the failures to specific components. Our analysis reveals that – (i) the impact of interdependence is governed by the supply chain structure: reducing the interdependence between components improves quality when suppliers provide the components, but reducing interdependence worsens quality when the firm manufactures the entire sub‐assembly; and (ii) the relation between interdependence and quality performance is moderated by factors such as penalties, production costs, and interdependence costs. Additionally, we find that quality performance is lower when the firm outsources the components than when the firm manufactures the entire sub‐assembly. We identify coordinating mechanisms that leverage incentives and penalties to bridge the quality performance gap.