Performance measurement system design in service operations

Influence of organizational life cycle on performance management design in the software industry

Purpose

This work investigates the influence of the organizational life cycle (OLC) on the performance management system (PMS) design and the performance of projects in Brazilian industries of software development.

Design/methodology/approach

The study employed descriptive statistics and structural equations modeling on the data and information obtained from 115 Brazilian industries of software development with maturity in project management. Data collection was carried out through a survey applied to managers of the organizations mapped and certified by management maturity models Brazilian software process improvement (MPS-BR) or capability maturity model integration (CMMI).

Findings

Results revealed that OLC influences the PMS design dimensions (scope, aggregation and opportunity) and project performance. Regarding effects observed on the performance of projects, only the scope dimension's influence was validated by the analyses, and the other dimensions were not significant considering the investigated sample.

Originality/value

The paper shows evidence of how OLC can influence PMS design and project performance. The analyses can help managers to improve their actions in the PMS design, increasing confidence and generating more robust and sustainable results in the business model.

Exploring added value through the service process: a comparative multiple case study

Purpose

– The purpose of this paper is threefold: first, to evaluate how the service process of the market leader differs from the other actors’ processes and whether the service process explains the success of the market leader; second, to identify the success factors of the service process; and third, to test and analyse how the mystery shopping method works as a measurement tool to evaluate the service processes, including the quality of such processes.

Design/methodology/approach

– The case study focuses on the service processes of kitchen fitments. The paper is an explorative multiple case study. The results of the study are based on seven service processes of seven different kitchen fitment stores in Finland. The mystery shopping method has been utilised in an empirical data collection process.

Findings

– The study revealed the most important factors in the service process that differentiate the market leader from the other operators. The results indicated that there are three main aspects highlighted in the market leader’s service process. The results also reveal that mystery shopping is a workable tool for analysing service processes.

Practical implications

– The study identifies the key factors that affect the success of the service process of kitchen fitments companies. By developing these factors, companies can increase service quality. The results also reveal that the mystery shopping method can be a workable tool to evaluate service processes.

Originality/value

– The study reveals the most important factors in the service process that differentiate the market leader from the other operators. It can be stated that these factors also explain their success. Thus, the results of the study are applicable at least in companies which operate in the kitchen fitments industry. Furthermore, the results can be utilised to some extent in companies which are developing their service processes.