“What you measure is what you get” is a favorite aphorism of many a management writer. As most practicing managers know, measures drive management behavior, especially if they are reinforced by reward systems. But few organizations have understood the importance of this connection and dealt...

Without doubt Robert Kaplan has been, in the last decade, and continues to be the most influential thinker in the field of performance management, and his Balanced Scorecard is the most successful concept in this field. The article is a summary of an interview with Robert Kaplan, co‐author of...

Empirical evidence suggests that the methodological toolset to implement performance management systems lacks operational qualities. This contribution outlines the limitations identified from an analysis of current approaches. The elements of a business process based method to design, build and...

Focuses on the changes in performance measurement, following research conducted with executives in a number of leading European companies. Found that there is a growing trend towards managing performance improvement through focusing on the underlying drivers of performance, whether improvements...

The balanced scorecard (BSC) is a management tool that helps to align behavior of all employees to the organization’s strategy. Research suggests that about half of large US firms have already adopted the BSC and many more are considering implementation. Organization‐wide implementation of a...

Although few organizations would claim to have sophisticated and well integrated performance management programs up and running, during the last two years the concept of performance management has undergone a major transition. Up until the late 1990s, performance management as a concept was...

This paper reports on action based research interventions that developed a hierarchy of measures. The contributions lie in: the development of a model that links strategic objectives and operational measures; in the processes through which the model was developed and embedded; and in the way in which...

How do you evaluate the implementation of large‐scale organizational change? As more organizations are implementing large‐scale improvement efforts, this has become a vital question for organizations. The importance of this question is underscored by the fact that the literature is filled...

Enterprise governance is an emerging concept which emphasizes the importance of balancing the corporate governance and performance management aspects of the organization. In the light of recent corporate scandals, there has been considerable pressure worldwide to improve standards of corporate...

This paper provides an overview of Fujitsu’s sense and response approach towards performance management. It is demonstrated using a case example of call center performance as part of Fujitsu Services. Call centers (or contact centers) are often used as case examples of how not to measure and...