Assessing information technology (IT) performance has become increasingly important as companies continue to invest heavily in IT to streamline and reengineer business operations in order to compete more effectively in the global environment. This study examines metrics used to assess IT...

The purpose of this study is to explore what is propagated as performance measurement and management (PMM) by industry analysts. The rationale for targeting industry analysts is that this group constitutes a previously largely overlooked actor within the supply of management ideas. The study...

In today's competitive markets, companies are shifting from a Product-centric to a Customer-centric view. The After-Sales (AS) service can become a key differentiator and a major profit source. Thus, after-sales cannot be considered simply a set of operative activities; rather it plays a...

A survey of the UK "Times" Top 500 companies and five in-depth case studies are used to investigate the growth in use of "soft" employee-related measures, and the paths of companies striving for "best practice" in this arena. The use of such data in the Business Excellence Model and the Balanced...

This paper attempts to: demonstrate that environmental impact constitutes part of an enterprise's competitiveness; convince the reader of the necessity for monitoring environmental impact; and outline how an enterprise can design a green performance measurement system. The argument about the...

The health domain has entered the crucial phase of an important paradigm shift. The word 'customer' has started replacing the word 'patient'. It has been commonly admitted that the hospital's industry must be financed by social systems and only continue to exist as long as sufficient financial...

This exploratory paper suggests that the current fashion for balanced, integrated performance measurement systems has led to managers focusing on improving the accuracy of the measures used rather than managing the business. Using a grounded theory approach, based on one of six "successful"...

This paper explores the question; "how do companies know that they are making effective use of their product design and development function?" Research carried out at the University of Nottingham over the last three years has led to the development of the Performance Measurement for Product...

Notwithstanding a growing interest in performance management systems for universities, little is known about their application to academic departments, public institutions dedicated to research. The purpose of the paper is the exploration of a specific performance measurement model - the...

The main purpose of the study is to analyse the role of performance measurement information in management, and what performance measurement information top managers use in their decision making. The study is a single case study of a company that manufactures kitchen fitments and operates in a...