Purpose – This paper aims to go some way towards addressing the dearth of research into performance measurement systems and metrics of supply chains by critically reviewing the contemporary literature and suggesting possible avenues for future research. Design/methodology/approach – The...

Purpose – This paper seeks to take a historic perspective on performance measurement and management (PMM) within operations management (OM) across all sectors (manufacturing, service and public) in order to reflect on and undercover relevant lessons and issues about PMM in OM....

Purpose – This paper aims to identify the impact and workings of a new performance management system in a branch of a national bank. Design/methodology/approach – Performance data of the branch, before and after introducing a new performance management system, were collected and the results...

Purpose – This study sets out to introduce an innovative performance measurement system (PMS) for business process outsourcing in facility management (FM) industry and analyse, comprehend and explain the main criticalities in the relationship among the actors involved in an outsourcing non...

Purpose – The purpose of the paper is to overcome the limitations of the current models available in the literature in terms of relation and consistency between business strategy, service chain configuration and performance measurement systems, and on the alignment between strategic, tactical...

Purpose – The aim of this study is to investigate both the path taken by companies in order to survive in a competitive environment and the factors that have favoured or limited their development. Design/methodology/approach – The study was carried out using a retrospective approach....

Purpose – This conceptual paper seeks to consider the impact of performance measurement and reporting based around performance indicators and targets within the public sector and to identify that the response to indicators and targets is often gaming which happens at organisational level. It...