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This article attempts to devise an integrated performance measurement framework to assess the Hong Kong Hospital Authority (HA) management system by harnessing previous performance measurement systems.

An integrated evaluative framework based on the balanced score card (BSC) was developed and applied using the case study method and longitudinal data to evaluate the HA's performance management system.

The authors unveil evolving HA performance indicators (PI). Despite the HA staff's explicit quality emphasis, cost control remains the primary focus in their performance measurements.

Data used in this study are from secondary sources, disclosed mostly by HA staff.

This study shows public sector staff often attach too much importance to cost control and easily measurable activities at the expense of quality and other less easily measurable attributes'.

A balanced performance measurement system, linked to health targets, with a complementary budgeting process that supports pertinent resource allocation is yet to be implemented in Hong Kong's public hospitals.

The purpose of this paper is to present the results of a survey study on quality performance measurement practices in the Turkish top 500 manufacturing companies. The study evaluates both financial and non‐financial aspects of quality performance measures in Turkish manufacturing companies.

The methodology of the study was a postal questionnaire survey. The survey was conducted with the top 500 industrial enterprises in Turkey specified by the Istanbul Chamber of Industry (ICI) for the year 2005. These firms are selected and ranked by ICI according to production‐based sales.

Two major findings of the study are: Turkish manufacturing companies utilize non‐financial measures more frequently than financial measures; and Turkish managers perceive non‐financial measures to be more effective than financial measures.

The sample is restricted to the top 500 industrial enterprises in Turkey. As the data in this study were collected from the manufacturing companies, the findings should not be generalized to other sectors.

The study is unique in reflecting the general practices and perceptions of manufacturing companies on quality performance measures across Turkey.

Manufacturers use several quality assurance systems to assure quality. However, their effectiveness cannot be assessed because an instrument does not exist. This article is based on a study that was set up to identify performance measurement indicators of an instrument that measures effectiveness of food quality systems, called IMAQE‐Food.

The instrument has been developed by translating a conceptual model in quantifiable performance measurement indicators. Literature research, qualitative research, Delphi sessions, and quantitative research were used.

In total, 28 relevant and comprehensible indicators were obtained that measure performance of quality management, production quality and their influencing factors in the bakery sector.

This paper will make a contribution to the body of knowledge in the field of food quality management by developing an instrument to measure effectiveness instead of compliance with norms and requirements or merely performance. This will support food manufacturers in deciding which system is most suitable to achieve their objectives. The developed procedure can be used for providing insight in determining the desired level of quality management, and for extending the instrument for other applications.

The purpose of this paper is to critically review the literature of performance measurement both in general and in the construction industry in particular. By doing so, it seeks to provide valuable insights into how to construct a comprehensive performance measurement model for the construction industry.

Based on a comprehensive literature review on performance measurement, the paper presents a critical review of the development of performance measurement, with a special focus on the construction sector. The strengths and weaknesses of most previous measurement frameworks and techniques are investigated. Performance information that each can generate is analyzed in the context of the construction industry.

The research findings showed that performance measurement studies in construction can be divided into three levels: project, organizational, and stakeholder levels. In addition, the major frameworks of performance measurement in construction were found to be: European Foundation for Quality Management excellence model, balanced scorecard model, and key performance indicators model. The most frequently applied research techniques of performance measurement in construction included: gap analysis, integrated performance index, statistical methods, and data envelopment analysis method. The performance information generated from the measurement encompasses frameworks and hierarchical indicators, and functions and score.

The research focuses on the performance measurement of construction. Further research work should be conducted to cover other industries.

The paper provides an innovative and useful approach to defining the process of performance measurement in construction, which can be of great use to both the research community and industrial practitioners.

The paper summarizes the recent performance measurement research studies in construction, integrates the whole process of the performance measurement, and offers useful insights into future areas of research in this field.

The increased use of contracting for service delivery involves new challenges in ensuring that quality is maintained. Performance monitoring involves both efficiency (costs) and effectiveness (quality) measures; however, there is little guidance from the literature to indicate the best approaches in different contexts. This paper therefore reports on an exploratory study in which approaches to performance monitoring, and respondents’ views on best practice, were explored in contracted services. Key findings are that organisations rely on inspections by their own employees or contractor checklists, but that these practices are in conflict with their views on best practice. However, the respondents agreed that performance monitoring has a large effect on quality outcomes. Using both the literature and the study, a model has been developed that provides managers with a framework for improving their performance and quality monitoring practices, and highlights areas for future academic research.

Today's customer‐focused paradigm of business environment puts tremendous pressures of quality, delivery, dependability, flexibility and cost on the manufacturing organisation. Automatic manufacturing systems offer several advantages and are increasingly being adopted as a strategy to improve the performance of manufacturing organisations. Automatic manufacturing systems are highly sophisticated and expensive, and it is therefore important to maximise their productivity. Yet, one can improve only what one can measure. Performance measurement is the key to improving performance, and is a prerequisite to diagnosing, trouble‐shooting and improving the production system. Accordingly, performance measurement has been attracting increasing attention over the last two decades, and several frameworks have emerged for the design, review, evaluation and improvement of performance measurement systems for businesses and manufacturing organizations. The performance measurement, monitoring and continuous productivity improvement of automatic manufacturing systems has assumed special significance on account of their high investments and operating costs.

A review of the current literature is undertaken to determine the current status and the status of performance measurement in automated production systems.

Overall equipment effectiveness (OEE) has emerged as one important and universally accepted metric for measuring the overall performance of single automatic equipments. OEE has been further adapted and extended into several variations for use as a metric for automatic manufacturing systems consisting of several automatic machines.

This paper reviews the recent developments and the current status of performance measurement of automatic manufacturing systems.

This paper presents the results of an empirical study on the contribution of ISO 9000 standards towards total quality management (TQM). The paper is a continuation of the authors’ research on the ISO 9000 standards effectiveness and capability as an entry key to TQM. The literature review of the above issue revealed the need for a formal empirical study to resolve the existing debate about the standards’ long‐term contribution and true value to ISO 9000‐certified companies. For the purposes of this study, a TQM measurement instrument was developed and tested for its reliability and validity to measure TQM performance improvement in certified companies in Greek industry. This performance improvement was then used to test the basic research hypothesis: “Can ISO 9000 standards provide a good first step towards TQM?”. The results of the study are presented in eight basic TQM categories, showing the certified companies’ performance improvement in the basic elements of each category, and revealing their strengths and weaknesses on their way to TQM.

A Process Model During the last five years, American businesses have increasingly accepted the notion that product quality is necessary for them to compete in today′s world markets. Product quality, in the context here, can be defined by an agreed set of standards and tolerance limits between the firm and its customers. Quality is achieved through the successful creation of form, possession, time, place, and quantity utilities for the firm′s products. Control must be implemented in order to ensure that these utilities are created to meet the standards and tolerance limits agreed upon by the firm and its customers. The purpose of exercising control is to ensure that desired results are attained from an activity or process. As such, it is important to exercise control over the logistics activities to make sure that time, place, and quantity utilities are created in accordance with customer needs. The purpose of this monograph is to present a rather comprehensive discussion of the concept of control. Specific control concepts presented include a discussion of the link between control and quality, the development of the characteristics of control and levels of sophistication of control, the presentation of an eclectic process control model, and suggestions to managers on how to implement the control process over logistics activities.

Addresses the issue of measuring the success of new products in a service environment by examining a number of measures under the three broad categories of customer satisfaction, quality and performance. Reports on the perceived effectiveness of different measurement approaches by benchmarking techniques currently in use in the financial services industry, by determining how informative management finds them, by isolating measurement approaches which are the most useful, and by identifying measurement approaches which are still needed. Confirms that service companies continue to employ many traditional success/failure measures, but that these are gradually being supplemented with new tools as executives begin to realize that strict profitability criteria are no longer enough to gauge the real success of service offerings.

The purpose of this study is to develop a multi‐criteria hierarchical maintenance performance measurement framework, which is balanced, holistic and integrated to various levels of the organization.

Consolidation of published research and current practices are combined to study, identify and develop this proposed framework.

A framework for maintenance performance measurement is proposed for developing and implementing a relevant, timely, reliable, cost and time‐effective and user‐friendly system for stakeholders at various levels. The indicators at the subsystem/component level, plant level and corporate level are linked with the MPIs for the organizational objectives and strategy.

Management of maintenance performance is critical for long term economic viability of business and industry. Development of an integrated, balanced and holistic MPM system needs to consider various issues to measure the contribution of maintenance towards total business goals. In this paper, a multi‐criteria hierarchical MPM framework has been developed. This framework can be used by the operating managers for their maintenance decisions at various levels of an organization.

The paper presents a proposed MPM framework, which is integrated, and focuses on both internal and external effectiveness.