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Purpose -To provide and illustrate a structured engineering approach for conceptual design of enterprise performance measurement and management systems. Design/methodology/approach -The paper proposes and utilizes a design approach based on combining an enterprise engineering process with a system dynamics (SD) modeling methodology. A research case application in a call center using real data serves as an illustration of these ideas. Findings -This proposed approach provided clear guidance through all the steps of the research case developed. When compared to traditional alternatives, it especially enhanced considerations pertaining to causality relationships among performance metrics, both in a qualitative as well as in a quantitative way. Originality/value -The explicit combination of enterprise engineering and SD methods creates new research and application opportunities. From a research perspective it establishes a framework for dealing with performance from a systems life-cycle perspective as well as points to the need for developing integrated modeling techniques. From a practical perspective, the results achieved to this point provide a conceptual design guideline of immediate applicability. IntroductionMeasurement, data collection, and information portrayal on performance are essential activities in managing any enterprise system. As information portrayed is converted into information perceived, decision makers at all hierarchical levels are then able to define and carry out actions upon their respective management domains, i.e. the core system being managed (Figure 1). The purpose is to drive performance over time towards desired conditions.

Describes a methodology to monitor and maintain team wellness, focused on critical team processes to sustain teams after launching. The approach includes a structured assessment tool to measure team member perceptions of critical team processes, selection and implementation of improvement initiatives guided by graphical portrayal of assessment results, and re-assessment of team processes to measure impact of initiatives. Illustrates this approach and associated assessment and portrayal tools through an application with two work teams in a telecommunications company. This approach provides a structured method for monitoring team wellness, or health, which can complement business results-focused measures of a team's performance.

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