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Abstract

Performance measurement is an important function for strategic and operational controlling of a company. It provides a set of tools which allow managers to make better prepared decisions and to transform strategic goals into daily operational actions. The successive chapter uses the following definitions for performance measurement and closely related terms:
  • “Performance measurement can be defined as the process of quantifying the efficiency and effectiveness of action.”[NeGP95]

  • “A performance measure can be defined as a metric used to quantify the efficiency and/or effectiveness of an action.” [NeGP95]

  • “A performance measurement system can be defined as the set of metrics used to quantify both the efficiency and effectiveness of actions.”[NeGP95]

Keywords

Customer Satisfaction Markov Chain Model Strategic Goal Performance Measurement System Customer Behavior 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Copyright information

© Gabler | GWV Fachverlage GmbH, Wiesbaden 2008

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