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1、DYNAMICSOFPERFORMANCEMEASUREMENTSYSTEMSUmitSBititci*,TrevorTurner*,CarstenBegemann^*CentreforStrategicManufacturing,UniversityofStrathclyde,Glasgow,UK^UniversityofHanover,Hanover,GermanyABSTRACTThepaperstartswithcreatingavisionfordynamicperformancemeasurementsystems.I
2、tgoesontodescribethebackgroundtotheworkanddevelopsamodelforintegratedanddynamicperformancemeasurementsystems.Itprovidesacriticalreviewofexistingframeworks,modelsandtechniquesagainstthemodel.Itidentifiesthatcurrentknowledgeandtechniquesaresufficientlymatureenoughtocrea
3、tedynamicperformancemeasurementsystems.Theuseofthedynamicperformancemeasurementsystemisillustratedthroughacasestudy.Thepaperconcludeswithaseriesoflessonshighlightingfurtherresearchanddevelopmentneeds.KeyWordsPerformance,dynamics,measurement,managementTHEVISIONWewantto
4、startthispaperbycreatingavision.Youarethemanagingdirectorofamanufacturingorganisation,whichdesigns,manufacturesandsellsproductsallovertheworld.YouhaveaBusinessPerformanceManagementmoduleaspartofyourcorporateERPsystem.Imaginethefollowingscenarios:1.Youlogontothesystema
5、ndittellsyouthatyounowhaveinvestedenoughinimprovingqualityandthatcustomerserviceshouldbetargetedasthenextpriorityareaforimprovement.Itevenpointstotheareasthatshouldbetargetedinordertoachievethatimprovement.2.Yourmarketingmanagerconductsacustomersatisfactionsurvey.Thes
6、urveyresultsindicatethatyouarenotperformingaswellasyourcompetitorsondeliveryreliability.Thesurveyresultsareloadedontoyoursystem,whichidentifiesthatdeliveryreliabilityisacriticalorderwinningcriteriainthatparticularmarket,andithighlightsdeliveryreliabilityasapriorityare
7、aforimprovement.Italsoprovidesyouwithaperformancereportfortheactivitiesthathaveanimpactondeliveryreliabilitysothatyouandyourteamcoulddevelopaplantoimprovedeliveryperformance.3.Yougetamessageindicatingthatnextseason'sproductscouldsufferfrommorethannormalpost-releasedes
8、ignchanges,delayinglaunchandaffectingcustomersatisfactionbecausethedesignreviewswerenotcompletedbyallfunctionsconcerned.This
