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Article

Ka I. Pun, Yain Whar Si and Kin Chan Pau

Intensive traffic often occurs in web‐enabled business processes hosted by travel industry and government portals. An extreme case for intensive traffic is flash crowd…

Abstract

Purpose

Intensive traffic often occurs in web‐enabled business processes hosted by travel industry and government portals. An extreme case for intensive traffic is flash crowd situations when the number of web users spike within a short time due to unexpected events caused by political unrest or extreme weather conditions. As a result, the servers hosting these business processes can no longer handle overwhelming service requests. To alleviate this problem, process engineers usually analyze audit trail data collected from the application server and reengineer their business processes to withstand unexpected surge in the visitors. However, such analysis can only reveal the performance of the application server from the internal perspective. This paper aims to investigate this issue.

Design/methodology/approach

This paper proposes an approach for analyzing key performance indicators of traffic intensive web‐enabled business processes from audit trail data, web server logs, and stress testing logs.

Findings

The key performance indicators identified in the study's approach can be used to understand the behavior of traffic intensive web‐enabled business processes and the underlying factors that affect the stability of the web server.

Originality/value

The proposed analysis also provides an internal as well as an external view of the performance. Moreover, the calculated key performance indicators can be used by the process engineers for locating potential bottlenecks, reengineering business processes, and implementing contingency measures for traffic intensive situations.

Details

Business Process Management Journal, vol. 18 no. 2
Type: Research Article
ISSN: 1463-7154

Keywords

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Article

Sri Yogi Kottala and Kotzab Herbert

The purpose of this paper is to develop and validate a scale measurement of supply chain operations reference (SCOR)-related performance indicators and proposed…

Abstract

Purpose

The purpose of this paper is to develop and validate a scale measurement of supply chain operations reference (SCOR)-related performance indicators and proposed constructs, SCOR-related performance indicators as practices within the Indian manufacturing sector.

Design/methodology/approach

A literature-based model on SCOR processes with five constructs and respective performance indicators was empirically validated by using a structured questionnaire. A total of 155 respondents among Indian manufacturing sector participated in this research, and the returned questionnaires were analyzed by using structural equation modeling.

Findings

The study established a relationship among the SCOR-related performance indicators and overall supply chain performance indicators (OSCPI). The moderation effect of demographic characteristics, namely, employee size, company age and type of company showed significant differences between SCOR-related performance indicators and overall supply chain indicators.

Research limitations/implications

The scope of the study is limited to specific Indian manufacturing firms. The survey could not represent whole population of manufacturing sector.

Practical implications

The findings assist managers/supply chain practitioners in improving the performance measures identified using the standard framework, i.e., SCOR processes, overall supply chain performance measures as standard practices for Indian manufacturing sector for a profitable and sustainable business growth in global environment.

Originality/value

This research holds a value for suggested practices under SCOR processes and the proposed model for OSCPI, a path finder/performance measurement tool for supply chain professionals in the Indian context.

Details

International Journal of Productivity and Performance Management, vol. 69 no. 9
Type: Research Article
ISSN: 1741-0401

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Article

Kong Fah Tee

Overall, the UK’s representation in the top 100 in the Times Higher Education World University Rankings has declined since 2011. The basic rationale of the project is to…

Abstract

Purpose

Overall, the UK’s representation in the top 100 in the Times Higher Education World University Rankings has declined since 2011. The basic rationale of the project is to improve performance of universities generally and their standings in rankings particularly. The paper aims to discuss these issues.

Design/methodology/approach

The key research questions of this study ask which performance indicators should be improved and which benchmarking partners should be chosen. Two selected universities have been chosen as featured case studies to illustrate the proposed template.

Findings

A user-friendly template for benchmarking has been developed as a tool for self-evaluation and self-improvement by having a systematic comparison of appropriate measures of performance among the universities in the UK. The template can be extended by identifying internal and external benchmarking partners for the corresponding indicators.

Research limitations/implications

There is more work to be done during and after the formal benchmarking activity which has not been addressed in the template.

Practical implications

This is a practical approach. It is very simple to be implemented for self-evaluation and self-improvement.

Social implications

Once completed it will help institutions to assess their performance, identify areas for benchmarking and select internal and external partners.

Originality/value

This is a new and practical approach. The proposed template is designed to be used before the formal benchmarking activities or site visits.

Details

International Journal of Productivity and Performance Management, vol. 64 no. 3
Type: Research Article
ISSN: 1741-0401

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Article

Anna Gagliardi, Louise Lemieux‐Charles, Adalsteinn Brown, Terry Sullivan and Vivek Goel

The purpose of this paper is to show that performance data use could be promoted with a better understanding of the type of indicators that are important to different…

Abstract

Purpose

The purpose of this paper is to show that performance data use could be promoted with a better understanding of the type of indicators that are important to different stakeholders. This study explored patient, nurse, physician and manager preferences for cancer care quality indicators.

Design/methodology/approach

Interviews were held with 30 stakeholders between March and June 2004. They were asked to describe how they would use a cancer “report card”, and which indicators they would want reported. Transcripts were reviewed using qualitative analysis.

Findings

Role (patient, nurse, physician, manager) influenced preferences and perceived use of performance data. Patients and physicians were more skeptical than nurses and managers; patients and managers expressed some preferences distinct from nurses and physicians; and patients and nurses interpreted indicators more broadly than physicians and managers. All groups preferred technical process over outcome or interpersonal process indicators.

Research limitations/implications

Expressed views are not directly applicable beyond this setting, or to the general public but findings are congruent with attitudes to performance data for other conditions, and serve as a conceptual basis for further study.

Practical implications

Strategies for maximizing the relevance of performance reports might include technical process indicators, selection by multi‐stakeholder deliberation, information that facilitates information application and customizable report interfaces.

Originality/value

Performance data preferences have not been thoroughly examined, particularly in the context of cancer care. Factors were identified that influence stakeholder views of performance data, and this framework could be used to confirm findings among larger and different populations.

Details

International Journal of Health Care Quality Assurance, vol. 21 no. 2
Type: Research Article
ISSN: 0952-6862

Keywords

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Article

Luiz Afonso Storch, Elpídio Oscar Benitez Nara and Liane Mahlmann Kipper

The use of management processes based on a systemic approach in the management of organizations aims the perception of the organizations in a more comprehensive way…

Abstract

Purpose

The use of management processes based on a systemic approach in the management of organizations aims the perception of the organizations in a more comprehensive way, integrating the various activities through the verification of the horizontal vision of the customer's satisfaction. But this perception is not easy to achieve. Thus, in order for the process management, a survey was conducted in the monitoring of performance indicators of a manufacturer of children's toys company, midsized, located in the Rio Pardo Valley, in the city of Santa Cruz do Sul, Rio Grande do Sul State – Brazil.

Design/methodology/approach

It was evaluated the indicators used by the organization in the following dimensions: products, main processes, support processes, learning and growth, customer, strategy and plans, with the aim of permeating the vision of process management. From the results tabulation it was possible to realize the understanding of the process agents studied in relation to the business, mission, organizational vision and values, as well as establish indicators measured among which are the active, inactive and absent.

Findings

At the end, the results of this research showed important facts perceived by the organization in the development and deployment of its performance or development indicators. The amount of 36 percent of the indicators analyzed are active and of these only 16 percent are related to the customer perspective.

Originality/value

With the study it was possible to identify which organization's objectives are disclosed and accompanied, through commitment and discipline are suggested improvement ideas to contribute to the mission, vision and values that are fully disseminated among the employees.

Details

International Journal of Productivity and Performance Management, vol. 62 no. 7
Type: Research Article
ISSN: 1741-0401

Keywords

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Article

J.D. van der Bij and J.M.H. Vissers

Until recently, it was uncommon to ask professionals to give objective evidence to non‐professionals regarding the quality of their work. Nowadays, however, professionals…

Abstract

Until recently, it was uncommon to ask professionals to give objective evidence to non‐professionals regarding the quality of their work. Nowadays, however, professionals, their health‐care processes and their health‐care organisations have to face assessments concerning organisation, control and content of the work. Meanwhile, health‐care organisations generate improvement programmes to mutually match activities of individual professionals and to redesign health‐care processes within or between health‐care organisations. In all these situations information is required on the current and sometimes the improved stage of the health‐care process. Often performance indicators are mentioned to generate this information. In this paper we present a framework of performance indicators and related measuring instruments to monitor and evaluate health‐care processes. It is based on a literature scan and on empirical research in two general hospitals and one mental hospital. The literature scan was guided by the three case studies and in the case studies the framework was tested.

Details

International Journal of Health Care Quality Assurance, vol. 12 no. 5
Type: Research Article
ISSN: 0952-6862

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Article

Christos Sigalas

– The purpose of this study is to investigate empirically the balanced scorecard (BSC)’s theoretical underpinnings.

Abstract

Purpose

The purpose of this study is to investigate empirically the balanced scorecard (BSC)’s theoretical underpinnings.

Design/methodology/approach

This study undertakes a cross-sectional, self-administered e-mail survey to examine the convergent and discriminant validity of the performance indicators of the BSC’s four perspectives using principal components analysis and confirmatory factor analysis.

Findings

The results suggest that the performance indicators of each BSC’s perspective converge with the same perspective’s performance indicators and discriminate from other perspectives’ performance indicators.

Research limitations/implications

Future researchers are invited to conduct conceptual-level tests of the BSC framework using the newly constructed subjective scales of the performance indicators of the BSC’s perspectives. Furthermore, scholars conducting empirical research on the field are encouraged to further investigate the BSC’s theoretical underpinnings using various research designs, multiple research methods and a combination of existing and new BSC’s performance indicators.

Originality/value

This study contributes to the academic stream of management accounting and strategic management field by: empirically validating the BSC’s theoretical underpinnings that is a prerequisite for the BSC to advance from a framework to a theory and providing subjective scales for measuring the generic performance indicators of the BSC’s four perspectives that can be used in future research of the BSC framework’s hypotheses. In addition, the literature is enhanced with a newly developed perceptual measure of firm performance with attributes of the BSC’s four perspectives.

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Abstract

Details

Customer Development of Effective Performance Indicators in Local and State Level Public Administration
Type: Book
ISBN: 978-1-83982-148-6

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Article

Aziz Yousif Shaikh, Robert Osei‐Kyei and Mary Hardie

Safety performance indicators are a major research concern globally in the construction sector, so this study aims to systematically analyse construction safety performance

Abstract

Purpose

Safety performance indicators are a major research concern globally in the construction sector, so this study aims to systematically analyse construction safety performance indicators from some top research publications from 2000 to 2019.

Design/methodology/approach

Systematic review was performed using Scopus search engine and relevant publications were compiled. Visual and far reaching search in all publications were performed. Final analysis was done to evaluate selected attributes.

Findings

The outcome of the analysis showed growing interest in research on construction safety performance indicators since 2000. From the review, 48 safety performance indicators are identified from 41 selected publications. The most reported safety performance indicators were safety climate, safety orientation, management commitment to safety, near-miss and job site audits. It was noted further that USA, Australia, Canada and China have been international locations of attention for most research on construction safety performance indicators. The 48 safety indicators are classified into six categories, namely people indicators, culture indicators, processes indicators, infrastructure indicators, metrics indicators and technology indicators

Practical implications

The findings identified provide researchers and practitioners a summary of the safety indicators in the construction sector through a vision to streamline future applications and increase the safety performance in the construction sector.

Originality/value

A safety performance indicators' list has been established for the adoption of future empirical research. The findings will make a significant contribution to current but limited knowledge on safety performance indicators in construction industry.

Details

International Journal of Building Pathology and Adaptation, vol. 39 no. 3
Type: Research Article
ISSN: 2398-4708

Keywords

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Article

Daniela Carlucci

Selecting the most meaningful performance indicators, i.e. key performance indicators (KPIs), represents one of the major challenges that companies have to face for

Abstract

Purpose

Selecting the most meaningful performance indicators, i.e. key performance indicators (KPIs), represents one of the major challenges that companies have to face for developing an effective performance measurement system (PMS). Selecting KPIs can be interpreted as a multiple criteria decision‐making (MCDM) problem, involving a number of factors and related interdependencies. The purpose of this paper is to propose a model, based on the analytic network process (ANP), for driving managers in the selection of KIPs. The model draws upon the consideration that KPIs can be evaluated and selected on the basis of a set of criteria, theoretically founded, and the feedback dependencies between the criteria and performance indicators as well as among indicators.

Design/methodology/approach

Based on a review of management literature regarding the information quality required by performance measures, the paper identifies a set of criteria for selecting KIPs. The criteria form the building blocks of the proposed ANP model. The feasibility of the model is proved through its application to a real case.

Findings

The paper proposes and illustrates the practical application of an ANP‐based model for selecting KPIs. The use of the ANP makes it possible to extracts weights for setting the priorities among indicators, by taking account of mutual dependencies among indicators and criteria. This enhances the quality of the selection process.

Originality/value

Often managers choose KPIs without an accurate approach. The paper offers a novel model for driving managers towards the choice of KPIs through a rigorous approach, based on the ANP method. The model draws on a solid theoretical foundation and has been proven in practice.

Details

Measuring Business Excellence, vol. 14 no. 2
Type: Research Article
ISSN: 1368-3047

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