If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The purpose of this paper is to describe and illustrate an application of a tool for assessing the maturity and effectiveness of enterprise performance measurement systems. Design/methodology/approach -Assessment elements were defined based on the literature, and the scoring approach was designed based on performance excellence frameworks such as Baldrige and EFQM. A research case application in a Belgian public sector organization is used to illustrate how the tool can be used and the types of insights generated. Findings -The case application indicates that the tool can be used to generate useful and actionable feedback for leadership to increase the maturity of enterprise performance measurement systems. The tool can also be used to longitudinally track progress in performance measurement system effectiveness.Research limitations/implications -The current paper represents the pilot application of the tool. Future work is needed to further test and refine the tool, refine the assessment process, and collect additional assessment data in other organizations. Originality/value -This tool provides a more holistic yet detailed assessment of performance measurement systems. It assesses measurement system design quality, as well as implementation/use Specific feedback on process gaps can be used to detect and address problem areas, providing value for practitioners. The tool provides researchers with a standard, structured approach for collecting and codifying detailed observations and artifacts when studying measurement systems.

This paper addresses the problem of using accuracy index values based on the squared difference between participant scores and true scores, the D 2 index, at the practical level. It clarifies ambiguity existing in the literature regarding the use of these index values to evaluate the scoring accuracy of human raters (evaluators). The paper critically investigates the effect of frame-of-reference (FOR) training on improving the accuracy of third-party evaluators' scores for organisations, such as those going through the Malcolm Baldrige National Quality Award (MBNQA) self-assessment exercise. It discusses a case study where 90 individual participants took part. The scores of these participants were recorded before training was given to them (no training) and after receiving FOR training. The study showed that providing FOR training has an effect on improving the elevation accuracy index (p < 0.05) in five of the seven categories used in this exercise. An observed leniency effect was also reduced. However, no improvement in the DA was observed. Thus, the evaluators' ability to assign an accurate overall score was improved, while the ability to discriminate between relative strengths and weaknesses did not show improvement. This implies evaluator training, particularly for heterogeneous pools of volunteers like those of corporate and state and local quality awards, should include more content on the performance dimensions.

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