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Article
Publication date: 8 January 2024

Tirivavi Moyo, Mazen Omer and Benviolent Chigara

Sustainable construction deficits are common in developing economies, and resolutions are constrained by the failure to prioritise the plethora of available indicators. This study…

Abstract

Purpose

Sustainable construction deficits are common in developing economies, and resolutions are constrained by the failure to prioritise the plethora of available indicators. This study aims to report on overlapping indicators for benchmarking sustainable construction for construction organisations.

Design/methodology/approach

Online survey data were collected from construction professionals, academics and senior managers in government bodies. Pearson chi-squared tests and overlapping analysis were used to determine significant indicators. Kruskal–Wallis tests were used to determine statistically significant differences among the dimensions.

Findings

Overlapping analysis determined indicators significant for economic, environmental and social performance. Environmental protection and reporting (pollution and emissions) were significant for all three performance dimensions. The most significant indicators are economic performance (adequate competence of key project staff), environmental performance (environmental protection and reporting – pollution and emissions) and social performance (adequate sustainability expenditure by construction organisations). Significant differences due to dimensions existed for adequate competence of key project staff, sustainable construction and eco-design, adequate governance and organisational excellence of construction projects and satisfactory workers’ morale.

Research limitations/implications

Determining overlapping indicators enables prioritised implementation that ensures sustainable construction. Excluding construction workers was a significant limitation for a holistic interrogation.

Originality/value

To the best of the authors’ knowledge, this is the first study to determine overlapping indicators for sustainable construction performance in Zimbabwe.

Details

Journal of Engineering, Design and Technology , vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1726-0531

Keywords

Article
Publication date: 23 January 2024

Parisa Mousavi, Mehdi Shamizanjani, Fariborz Rahimnia and Mohammad Mehraeen

Customer experience management (CXM), which aims to achieve and maintain customers' long-term loyalty, has attracted the attention of many organizations. Improving customer…

Abstract

Purpose

Customer experience management (CXM), which aims to achieve and maintain customers' long-term loyalty, has attracted the attention of many organizations. Improving customer experience management in organizations requires that, first, their relevant capabilities be evaluated. The present study aimed to offer a set of key performance indicators for evaluating customer experience management in commercial banks.

Design/methodology/approach

The study, first, attempted to identify the components of evaluating customer experience management by reviewing the related literature and conducting interviews with experts. Then, the extracted components were transformed into assessable metrics using the goal question metric method, and the key performance indicators relevant to customer experience management in commercial banks were selected according to the experts' opinions and the Fuzzy Delphi method.

Findings

According to the findings of the study, 21 key performance indicators were identified for customer experience management in commercial banks, and customer satisfaction, the mean number of calls to resolve an issue in customer journey touchpoints, the NPS, and the ratio of the budget allocated to the CXM department to the budget of the marketing department were found as the most significant performance indicator according to banking experts.

Originality/value

The present study was among the first research projects intended to evaluate CXM and offer key performance indicators that could help the managers of commercial banks assess the maturity levels of their CXM.

Details

The TQM Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 13 June 2023

Justyna Bekier and Cristiana Parisi

This study examines how circular economy (CE) performance indicators are constructed in an urban context characterised by a multitude of conflicting interests and visions of urban…

Abstract

Purpose

This study examines how circular economy (CE) performance indicators are constructed in an urban context characterised by a multitude of conflicting interests and visions of urban development. It explores the process of constructing a shared consensus about the performance indicators in conditions of low contractibility, where intervention objectives and outcomes are not easily quantifiable because the object is ambiguous and cannot be fully specified in advance.

Design/methodology/approach

The construction of performance indicators at the urban level is examined through the lens of an action net. Using group interviews, observations and documentary analysis, this study investigates the case of a CE initiative in the city of Milan.

Findings

The study demonstrates that in cases of low contractibility, the development of CE solutions requires actions that span across organisational boundaries, organised in an action net. As the action net unfolds, it is closely knotted with the construction of performance indicators, indicating a co-constitutive relationship between the two processes.

Originality/value

This interdisciplinary study contributes to the public sector accounting literature by exploring the complexity of performance indicator construction at the urban level. It further recognises performance measurement in cities as a dynamic and flexible process, in which the interconnected actions and involvement of multiple actants shape the composition of the indicators.

Details

Accounting, Auditing & Accountability Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0951-3574

Keywords

Article
Publication date: 27 October 2023

Murat Gunduz, Khalid Naji and Omar Maki

This paper aims to present the development of a holistic campus facility management (CFM) performance assessment framework that incorporates a fuzzy logic approach and integrates…

Abstract

Purpose

This paper aims to present the development of a holistic campus facility management (CFM) performance assessment framework that incorporates a fuzzy logic approach and integrates a comprehensive set of key factors for successful management of campus facilities. The devised framework aims to cater to the needs of campus facilities management firms and departments for the purpose of gauging and assessing their performance across different management domains. Through this approach, facility management organizations can detect potential areas of enhancement and adopt preemptive steps to evade issues, foster progress and ensure success.

Design/methodology/approach

After a comprehensive analysis of the literature, conducting in-depth interviews with industry experts and employing the Delphi technique in two rounds, a total of 45 indicators critical to CFM success were identified and subsequently sorted into seven distinct groups. Through an online questionnaire, 402 subject-matter experts proficiently assessed the significance of the critical success indicators and their groups. A fuzzy logic framework was developed to evaluate and quantify a firm's compliance with the critical success indicators and groups of indicators. The framework was subsequently weighted using computations of the relative importance index (RII) based on the responses received from the questionnaire participants. The initial section of the framework involved a comprehensive analysis of the firm's performance vis-à-vis the indicators, while the latter part sought to evaluate the impact of the indicators groups on the overall firm's performance.

Findings

The utilization of fuzzy logic has uncovered the significant effects each effective CFM key indicator on indicators groups, as well as the distinct effects of each CFM indicators group on the overall performance of CFM. The results reveal that financial management, communications management, sustainability and environment management and workforce management are the most impactful indicators groups on the CFM performance. This suggests that it is imperative for management to allocate increased attention to these specific areas.

Originality/value

This study contributes to the advancement of current knowledge by revealing vital indicators of effective CFM and utilizing them to construct a thorough fuzzy logic framework that can assist in evaluating the effectiveness of CFM firms worldwide. This has the potential to provide crucial assistance to facility management organizations, facility managers and policymakers in their quest for informed decision-making.

Details

Engineering, Construction and Architectural Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0969-9988

Keywords

Article
Publication date: 21 July 2023

Neeraj Kumar, Mohit Tyagi and Anish Sachdeva

This study aims to discover the key performance indicators (KPIs) of the agricultural cold supply chain (ACSC) and analyze their consequences on the performance of ACSC within the…

Abstract

Purpose

This study aims to discover the key performance indicators (KPIs) of the agricultural cold supply chain (ACSC) and analyze their consequences on the performance of ACSC within the bounds of Indian topography.

Design/methodology/approach

The KPIs have been explored based on the literature review both in global and Indian context and domain expert's opinions. The interdependency characteristics and cause–effect relationship among the KPIs have been analyzed using a fuzzy decision-making trial and evaluation laboratory (f-DEMATEL) approach.

Findings

The findings extracted from the empirical assessment of the problem find strong compliance with the notions of theoretical model assessment. The results highlight that the cost of product waste and operating and performance costs are the two most important performance indicators of an Indian ACSC. Furthermore, governmental policies and regulations and the effectiveness of cold chain (CC) equipment also have a high degree of influencing characteristics on ACSC performance.

Research limitations/implications

To connect the study with practicalities, the assessment of the KPIs is allied with real-time practices by clustering the beliefs of Indian professionals. Therefore, the decision-making behavior of the experts might be influenced by geographical constraints. However, the key findings provide advantages to the ACSC players, a bright hope for future food security and a significant profit for farmers.

Originality/value

The presented paper encompasses various aspects of the ACSC, including theoretical and empirical perspectives exercised to contemplate the system dynamics, which inculcates the essence of the associated practicalities. Thus, this study has various practical contributions relevant to managerial and societal perspectives.

Details

Journal of Agribusiness in Developing and Emerging Economies, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2044-0839

Keywords

Article
Publication date: 30 June 2022

Nathaniel Ayinde Olatunde, Idienumah Monday Fidelis, Imoleayo Abraham Awodele and Bosede Olajumoke Adebayo

The study assessed the stakeholders prioritization of key performance indicators (KPIs) on public and private tertiary educational projects in Osun State, Nigeria intending to…

Abstract

Purpose

The study assessed the stakeholders prioritization of key performance indicators (KPIs) on public and private tertiary educational projects in Osun State, Nigeria intending to enhance their performance.

Design/methodology/approach

The study used a total enumeration survey to purposively select built environment professionals working in the Physical Planning and Development Unit (PPDU) and procurement units of 17 tertiary educational institutions (7public and 10 private) in Osun State Nigeria for data collection. A quantitative research approach was adopted for the study using a questionnaire. A total of 102 questionnaires were retrieved from the respondents and used for analysis. Analysis of data was done using frequency, percentile, mean score (MS), Cronbach's Alpha coefficient, t-test, and Analysis of variance (ANOVA).

Findings

The study found that in the overall opinion of the respondents the most prioritized KPIs for tertiary educational projects are for the project to meet specifications (MS = 4.17), the project must be on time (MS = 4.01), and efficient use of resources (MS = 3.96). The important KPIs for the public tertiary educational projects is that the project should meet specifications (MS = 4.08), deliver the projects on time (MS = 3.96), and be under cost (MS = 3.84). While, the most prioritized KPIs for private tertiary educational projects are for the project to meet specifications (MS = 4.25), efficient use of resources (MS = 4.14), on time, and doing the right thing (effectiveness) (MS = 4.06) each. More findings indicated that there is no significant difference in the manner built environment professionals prioritized KPIs. However, there is only a 7% significant difference in the manner professionals working in the public and private tertiary educational institutions in Nigeria ranked KPIs.

Practical implications

There is a significant difference in the ways and manner built environment professionals working with the public and private tertiary educational institutions in Nigeria view resource utilization on their projects. As such, working environment either as public or private has a significant impact on resource utilization for tertiary educational construction projects.

Originality/value

The study compared opinions of professionals working with public and private tertiary educational institutions on KPIs to enhance project performance.

Details

International Journal of Building Pathology and Adaptation, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2398-4708

Keywords

Article
Publication date: 19 April 2023

Dana Indra Sensuse, Deden Sumirat Hidayat and Ima Zanu Setyaningrum

The application of knowledge management (KM) in government agencies is one strategy to deal with government problems effectively and efficiently. This study aims to identify KM…

Abstract

Purpose

The application of knowledge management (KM) in government agencies is one strategy to deal with government problems effectively and efficiently. This study aims to identify KM readiness critical success factors (CSFs), measure the level of readiness for KM implementation, identify improvement initiatives and develop KM readiness models for government agencies. This model plays a role in the implementation of KM successful.

Design/methodology/approach

The level of readiness is obtained by calculating the factor weights of the opinions of experts using the entropy method. The readiness value is calculated from the results of the questionnaire with average descriptive statistics. The method for analysis of improvement initiatives adopts the Asian Productivity Organization framework. The model was developed based on a systems approach and expert validation.

Findings

Reliability testing with a Cronbach’s alpha value for entropy is 0.861 and the questionnaire is 0.920. The result of measuring KM readiness in government agencies is 75.29% which is at level 3 (ready/needs improvement). The improvement in the level of readiness is divided into two parts: increasing the value of factors that are still less than ready (75%) and increasing the value of all factors to level 4 (84%). The model consists of three main sections: input (KMCSFs), process (KM readiness) and output (KM implementation).

Research limitations/implications

The first suggestion is that the sample of employees used in this study is still in limited quantities, that is, 50% of the total population. The second limitation is determining KMCSFs. According to experts, combining this study with factor search and correlation computations would make it more complete. The expert’s advice aims to obtain factors that can be truly tested both subjectively and objectively. Finally, regarding literature selection for future research, it is recommended to use a systematic literature review such as the preferred reporting items for systematic reviews and meta-analyses and Kitchenham procedures.

Practical implications

The management must also prioritize KMCSF according to its level and make KMCSF a key performance indicator. For example, at the priority level, active leadership in KM is the leading performance indicator of a leader. Then at the second priority level, management can make a culture of sharing an indicator of employee performance through a gamification program. The last point that management must pay attention to in implementing all of these recommendations is to collaborate with relevant stakeholders, for example, those authorized to draft regulations and develop human resources.

Originality/value

This study proposes a novel comprehensive framework to measure and improve KM implementation readiness in government agencies. This study also proposes a KMCSF and novel KM readiness model with its improvement initiatives through this framework.

Details

VINE Journal of Information and Knowledge Management Systems, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2059-5891

Keywords

Article
Publication date: 29 February 2024

Wenque Liu, Albert P.C. Chan, Man Wai Chan, Amos Darko and Goodenough D. Oppong

The successful implementation of hospital projects (HPs) tends to confront sundry challenges in the planning and construction (P&C) phases due to their complexity and…

Abstract

Purpose

The successful implementation of hospital projects (HPs) tends to confront sundry challenges in the planning and construction (P&C) phases due to their complexity and particularity. Employing key performance indicators (KPIs) facilitates the monitoring of HPs to advance their successful delivery. This study aims to comprehensively investigate the KPIs for hospital planning and construction (HPC).

Design/methodology/approach

The KPIs for HPC were identified through a systematic review. Then a comprehensive assessment of these KPIs was performed utilizing a meta-analysis method. In this process, basic statistical analysis, subgroup analysis, sensitive analysis and publication bias analysis were performed.

Findings

Results indicate that all 27 KPIs identified from the literature are significant for executing HPs in P&C phases. Also, some unconventional performance indicators are crucial for implementing HPs, such as “Project monitoring effectiveness” and “Industry innovation and synergy,” as their high significance is reflected in this study. Despite the fact that the findings of meta-analysis are more trustworthy than those of individual studies, a high heterogeneity still exists in the findings. It highlights the inherent uncertainty in the construction industry. Hence, this study applied subgroup analysis to explore the underlying factors causing the high level of heterogeneity and used sensitive analysis to assess the robustness of the findings.

Originality/value

There is no consensus among the prior studies on KPIs for HPC specifically and their degree of significance. Additionally, few reviews in this field have focused on the reliability of the results. This study comprehensively assesses the KPIs for HPC and explores the variability and robustness of the results, which provides a multi-dimensional perspective for practitioners and the research community to investigate the performance of HPs during the P&C stages.

Details

Engineering, Construction and Architectural Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0969-9988

Keywords

Article
Publication date: 19 October 2023

Nurol Huda Dahalan, Rahimi A. Rahman, Saffuan Wan Ahmad and Che Khairil Izam Che Ibrahim

This study aims to examine the performance indicators (PIs) for assessing environmental management plan (EMP) implementation in road construction projects. The specific objectives…

Abstract

Purpose

This study aims to examine the performance indicators (PIs) for assessing environmental management plan (EMP) implementation in road construction projects. The specific objectives are to compare the key PIs between environment auditors and environment officers and among project stakeholders, develop components to categorize interrelated key PIs and evaluate the effectiveness of interrelated key PIs and components.

Design/methodology/approach

Thirty-nine PIs were identified through a systematic literature review and in-depth interviews with environmental professionals. Subsequently, a questionnaire survey was designed based on this list of PIs and distributed to industry professionals. Sixty-one responses were collected in Malaysia and analyzed using the mean score ranking, normalization, agreement analysis, overlap analysis, factor analysis and fuzzy synthetic evaluation.

Findings

The analyses identified 18 key PIs: soil erosion, dust appearance, spill of chemical substance, construction waste, clogged drainage, overflowed silt trap, oil/fuel spills, changes in the colour of bodies of water, excessive cut and fill, vegetation depletion, changes in the colour of the runoff water, landslide occurrence, slope failures, irregular flood, public safety, deforestation, open burning and increased of schedule waste. Also, the key PIs can be grouped and ranked into the following four components: geological, pollution, environmental changes and ecological. Finally, the overall importance of the key PIs is between important and very important.

Originality/value

This study is a pioneer in quantitively examining the key PIs for EMP implementation in road construction projects. Researchers, industry practitioners and policymakers can use the findings to develop strategies and tools to allow public monitoring of EMP implementation.

Details

Journal of Engineering, Design and Technology , vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1726-0531

Keywords

Article
Publication date: 15 September 2023

Rohit Raj, Vimal Kumar and Bhavin Shah

Despite the current progress in realizing how Big Data Analytics can considerably enhance the Sustainable Manufacturing Supply Chain (SMSC), there is a major gap in the storyline…

Abstract

Purpose

Despite the current progress in realizing how Big Data Analytics can considerably enhance the Sustainable Manufacturing Supply Chain (SMSC), there is a major gap in the storyline relating factors of Big Data operations in managing information and trust among several operations of SMSC. This study attempts to fill this gap by studying the key enablers of using Big Data in SMSC operations obtained from the internet of Things (IoT) devices, group behavior parameters, social networks and ecosystem framework.

Design/methodology/approach

Adaptive Prospects (Improving SC performance, combating counterfeits, Productivity, Transparency, Security and Safety, Asset Management and Communication) are the constructs that this research first conceptualizes, defines and then evaluates in studying Big Data Analytics based operations in SMSC considering best worst method (BWM) technique.

Findings

To begin, two situations are explored one with Big Data Analytics and the other without are addressed using empirical studies. Second, Big Data deployment in addressing MSC barriers and synergistic role in achieving the goals of SMSC is analyzed. The study identifies lesser encounters of barriers and higher benefits of big data analytics in the SMSC scenario.

Research limitations/implications

The research outcome revealed that to handle operations efficiently a 360-degree view of suppliers, distributors and logistics providers' information and trust is essential.

Practical implications

In the Post-COVID scenario, the supply chain practitioners may use the supply chain partner's data to develop resiliency and achieve sustainability.

Originality/value

The unique value that this study adds to the research is, it links the data, trust and sustainability aspects of the Manufacturing Supply Chain (MSC).

Details

Benchmarking: An International Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1463-5771

Keywords

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