Performance Measurement Systems

Stefano Tonchia () and Luca Quagini ()
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Stefano Tonchia: Università di Udine
Luca Quagini: SDG Group

Chapter Chapter 4 in Performance Measurement, 2010, pp 35-59 from Springer

Abstract: Abstract This chapter introduces the Performance Measurement Systems (PMS), the most renowned model being the Balanced Scorecard. A PMS combines and organises the performance indicators in order to achieve performance measures. Their evolution is traced over the years until the revolutionary changes provided by the adoption of Business Intelligence technologies came into play. Issues on the PMS refer to their characteristics (in terms of formalisation of indicators and measurement processes), the architectures used and the main interfaces (with the accounting system, the ERP production management system, and strategic planning). The main PMS models are then illustrated and classified.

Keywords: Customer Satisfaction; Total Quality Management; Business Intelligence; Performance Measurement System; Management Control System (search for similar items in EconPapers)
Date: 2010
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DOI: 10.1007/978-3-642-13235-3_4

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