Purpose – The main objective of this paper is to describe state‐of‐the‐art practices for handling logistics performance management in dyadic relationships. Another objective is to explain the relationship between logistics performance management practices and customers' expected...

Purpose – This paper compares balanced scorecard and intellectual capital and finds important differences between their theoretical underpinnings, which suggest that the breath of indicators will work differently in organisations. Design/methodology/approach – Analysing texts about balanced...

This paper uses basic principles from complexity theory, psychology and management theory to demonstrate that many traditional methods of identifying performance measures may not result in improvements in overall performance. In order to illustrate this, the paper first identifies the answers to...

The supply chain presents many challenges for management and for the design of performance measurement systems. It is possibly one of the final structural areas of business in which significant savings are to be made, and it is becoming an increasingly important strategic tool as trade becomes...

Purpose – This paper aims to describe a structured review framework for managing business performance. The framework entails the review of business performance, including the strategic relevance of the measures, as well as the efficiency and effectiveness of the performance measurement system...

Purpose – In recent years, performance measurement and management (PMM) has received much attention from researchers and practitioners. Despite the growing use of PMM systems, companies experience difficulty in implementing such systems, with consequent risk of partial benefits or total goal...

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...

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...

Purpose – Through an illustrative case study, the paper seeks to demonstrate the implementation and use of new performance improvement software. Design/methodology/approach – Past research in the field of performance measurement and management has tended to focus on what to measure. The...

Purpose – This paper seeks to analyse the characteristics of performance measurement and management systems in public organizations and to highlight the main factors driving performance in this sector. Design/methodology/approach – A literature review is carried out in order to outline the...