Performance measurement systems ‐ a case study of customer satisfaction

Walters, Megan

doi:10.1108/02632779910256371

Cited by 29 publications

(29 citation statements)

References 11 publications

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“…Furthermore, over the past 20 years, studies on the topic of "performance measurement and management" have become abundant (Amaratunga and Baldry 2003;Walters 1999;Wauters 2005). Traditionally, FM performance measurement has used cost as the only indicator (Tranfield and Akhlaghi 1995).…”

Section: Chapter 2 Facilities Management and Singapore's Healthcare Smentioning

confidence: 99%

Facilities Management and Singapore’s Healthcare System

Pheng

Rui

2016

Service Quality for Facilities Management in Hospitals

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FM discipline's definition and development history, as well as its service coverage, especially in the healthcare domain are reviewed in this chapter. The healthcare system in Singapore is also introduced here. The literature review identifies eight aspects that are critical to successful hospital FM. However, those aspects are general in nature; it may shed light on how to improve FM service quality by combining them with other service quality tools.

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Section: Chapter 2 Facilities Management and Singapore's Healthcare Smentioning

confidence: 99%

Facilities Management and Singapore’s Healthcare System

Pheng

Rui

2016

Service Quality for Facilities Management in Hospitals

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“…Paprika et al [32] also noted that stakeholder management of information systems, performance measurement and management practice and other management tools support to maintain and develop a good relationship among all the stakeholders. Accurate and efficient performance measurement not only forms the basis of an accurate performance review but also gives way to judge and measure the employee's potential [33]. Cooper [34] mentioned two approaches to measure the stakeholder's performance.…”

Section: Measuring Stakeholder Performancementioning

confidence: 99%

“…Successful completion of the construction projects is therefore dependent on meeting the expectation of stakeholders [31]. Paprika et al [32] and Cooper [33] mentioned that stakeholder's performance measurement and management practice in a project is a key supporting mechanism for project managerial decision making. Paprika et al [32] also noted that stakeholder management of information systems, performance measurement and management practice and other management tools support to maintain and develop a good relationship among all the stakeholders.…”

Section: Measuring Stakeholder Performancementioning

confidence: 99%

“…A customized application of the Balanced Scorecard in managing quality in a major infrastructure project measures the performance of all involved stakeholders to move towards a project quality culture [58,59]. The balanced scorecard approach suggests to measure effectiveness by satisfactory performance in a number of performance measures rather than optimizing any particular one [33].…”

Section: (3) Use Of Balance Scorecardmentioning

confidence: 99%

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Measuring Performance to Engage the Extended Project Team in Construction

Bal¹,

Bryde

2015

Journal of Construction Engineering and Project Management

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In construction, stakeholders of extended project team play a key role in the overall project performance. Successful integration of stakeholders demands for good management practices at strategic, operational and project levels. Targets and measures to improve the stakeholder performance encourage the creativity and willingness of stakeholders of extended project team to develop the better ways to achieve the project objectives. This paper presents a generic descriptive method, showing how stakeholder's ability and influence impacts on project performance in the construction sector. The findings of a series of interviews with key informants are presented and the following main conclusion is drawn: improving project performance through stakeholder's contribution and measuring their performance can strengthen the project performance. This innovative approach which redefines the process of improving the project performance in construction projects will be of interest to those who intend to manage the projects in practice as well as to those who interested in advancing theory.

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“…It has focus on production efficiency of Railways companies as a whole. Walters (1999) This research focuses on PMS for Property Management in a Railway Company. PMS considers only Customer Satisfaction Perspective.…”

Section: Pms For Rail Companiesmentioning

confidence: 99%

Measuring Performance in Rail Freight Transportation Companies

Frederico¹,

Cavenaghi²

2017

IBR

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Performance Measurement Systems -PMSs has become relevant for Organizations in the last years taking into consideration the broad approach and the strategic link which the current performance measurement is focused on. Brazilian railroad transportation has poor performance when compared with other similar countries. The rail transportation production has 25% of participation within total transportation matrix. Besides infrastructure aspects, management is the key for the improvement of this performance. A Performance Measurement System -PMS framework using Balanced Scorecard -BSC structure is proposed aiming to allow a more comprehensive and strategic performance measurement in railroad companies. A systematic approach was used for the literature review. Due to the lack in the literature related to the purpose of this paper a long period was considered for the search of references linked to performance measurement for railroads. Aiming to elaborate a PMS framework for railroad companies a case study method was applied in a large Brazilian railroad company. Semi-structured interviews and documental data collection were used in order to get evidences related to the processes, environment, customers and strategic objectives as perspectives needed to elaborate a PMS based on Balanced Scorecard. This case study applied in a large freight railroad company in Brazil allowed to understand typical strategic objectives as well as processes, customer's requirements and environment related to this kind of business. Balanced Scorecard was suitable to the performance measurement needs of the railroad company operation. It can measure operations performance comprehensively and strategically in an effective way. This study brings up important contribution in terms of PMS literature and it can be used as a reference guide for future researches focused on this field. Also it can be worth for practitioners who desire implement PMS in Organizations, not limited for railroad companies, but also for other kind of operations. This framework proposed is unique taking into consideration that there is no comprehensive PMS for a railroad companies using Balanced Scorecard structure. This same structure can be applied in more field researches seeking better understandings about performance measurement in freight railroad companies. Some research questions in order to solve future issues related to this study are proposed at the end of this paper.

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Performance measurement systems ‐ a case study of customer satisfaction

Cited by 29 publications

References 11 publications

Facilities Management and Singapore’s Healthcare System

Facilities Management and Singapore’s Healthcare System

Measuring Performance to Engage the Extended Project Team in Construction

Measuring Performance in Rail Freight Transportation Companies

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