An exploratory study of performance measurement systems and relationships with performance results

Article Abstract:

An efficient performance measurement system is vital for the functioning of an organization that follows planned methods. The experimental results regarding the applicability of different performance measurement system in manufacturing, service, and not-for-profit sectors are presented based on the Malcolm Baldrige Criteria for Performance Excellence. The results conclude that organizations having efficient performance measurement systems show superior results from the point of customer, financial, and market performance.

Research and Development in the Social Sciences and Humanities, Employee Evaluation, Management & Information Science, Management Science, Employee performance appraisals, Performance appraisals

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New measurement scales for evaluating perceptions of the technology-mediated customer service experience

Article Abstract:

A service operations management (SOM) literature on customer contact is presented by theoretically defining a new multi-item measurement scales for assessing technology-mediated customer contact. The service organizations are increasingly using technologies such as Internet to improve the quality of their customer-facing operations.

Technological innovations

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Effects of simplicity and discipline on operational flexibility: an empirical reexamination of the rigid flexibility model

Article Abstract:

The analysis of the impact of simplicity and discipline on the the flexibility of manufacturing operations, based on the rigid flexibility model of operations improvement, is presented.

Canada, Analysis, Production planning, Econometric models

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