Dynamic Performance Measurement Systems - Strathprints The 动态性能测试系统- Strathprints的.docVIP

DYNAMICS OF PERFORMANCE MEASUREMENT SYSTEMS Umit S Bititci*, Trevor Turner*, Carsten Begemann^ *Centre for Strategic Manufacturing, University of Strathclyde, Glasgow, UK ^University of Hanover, Hanover, Germany ABSTRACT The paper starts with creating a vision for dynamic performance measurement systems. It goes on to describe the background to the work and develops a model for integrated and dynamic performance measurement systems. It provides a critical review of existing frameworks, models and techniques against the model. It identifies that current knowledge and techniques are sufficiently mature enough to create dynamic performance measurement systems. The use of the dynamic performance measurement system is illustrated through a case study. The paper concludes with a series of lessons highlighting further research and development needs. Key Words Performance, dynamics, measurement, management THE VISION We want to start this paper by creating a vision. You are the managing director of a manufacturing organisation, which designs, manufactures and sells products all over the world. You have a Business Performance Management module as part of your corporate ERP system. Imagine the following scenarios: You log on to the system and it tells you that you now have invested enough in improving quality and that customer service should be targeted as the next priority area for improvement. It even points to the areas that should be targeted in order to achieve that improvement. Your marketing manager conducts a customer satisfaction survey. The survey results indicate that you are not performing as well as your competitors on delivery reliability. The survey results are loaded onto your system, which identifies that delivery reliability is a critical order winning criteria in that particular market, and it highlights delivery reliability as a priority area for improvement. It also provides you with a performance report for the activities that have an impact on delivery