影响绩效评估及系统管理因素[文献翻译].docVIP

本科毕业论文（设计） 外文翻译 外文出处 Management Services 外文作者 Veronica Martinez, Mike Kennerley, Richard Harpley Richard Wakelen,Kathy Hart, James Webb 原文： Impact of Performance Measurement and Management Systems Veronica Martinez,Mike Kennerley,Richard Harpley,Richard Wakelen,Kathy Hart,James Webb The external effects of PMS – really, downstream impacts – are reflected in customers’ satisfaction, company reputation, plus regulators’ and local councils’ satisfaction. EDF Energy’s External effects of PMS Our analysis shows that PMS improved EDF Energy customers’ perception. Months after the PMS implementation, service trends show that customers notice the difference in service delivery. In some areas, complaint letters decreased and commendatory letters increased. Consequently, PMS has improved EDF Energy’s reputation and image among institutions and competitors. For example, take the comment from a DTI manager that: “the DTI regards EDF Energy as a company which has moved on from the traditional way energy companies operate to a business focused on service performance.” Despite some other researchers’ findingsj, our research shows that it is extremely difficult to isolate the financial impact of PMS from other concurrent management initiatives. Our analysis of the effect of PMS on EDF Energy’s profitability did not show any clear pattern so far. The logic might suggest that EDF Energy should have improved its profitability by enhancing productivity, customers’ satisfaction and corporate reputation as a result of the use of PMS; however, the hard (financial) evidence does not convincingly support this proposition yet. However, the vast majority of interviewees believe positive financial effects will come through within the next three to four years. Early data shows that PMS has had some benefits on stakeholder relationships. In particular, city councils and contractors are more responsive about the expectations of