Abstract
It has been customary for many quality managers to search for the perfect performance measures thinking that measures by themselves can help organizations improve performance. In reality, however, this is not the case at all. The design of measures has not been the problem. The number of measures has not been the problem. Many measures thought of by organizations were very innovative and would have been related to the core aspects of the processes concerned. What seemed to be lacking in these instances was a proper methodology, a framework for implementing performance measures and making their use an integral part of the working culture and their impact sustainable.
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© 1994 Springer Science+Business Media Dordrecht
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Zairi, M. (1994). Implementing effective performance measurement systems. In: Measuring Performance for Business Results. Springer, Dordrecht. https://doi.org/10.1007/978-94-011-1302-1_10
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DOI: https://doi.org/10.1007/978-94-011-1302-1_10
Publisher Name: Springer, Dordrecht
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