Performance measurement approach to show the value for the customer in an industrial service network

Juhani Ukko, Sanna Pekkola, Minna Saunila and Tero Rantala

International Journal of Business Performance Management, 2015, vol. 16, issue 2/3, 214-229

Abstract: The need for a performance measurement system for the industrial service network has been presented in a prior study of performance measurement. However, there is no proper procedure for the design of a performance measurement system in the described context. This study presents a conceptual process model for the design of a performance measurement system for the industrial service network on the basis of the relevant literature. The study highlights that the state of the network, services and mutual value elements need to be properly defined before starting the design process for the actual measures. Furthermore, research gaps identified in the framework have been transformed into research questions for further studies.

Keywords: performance measurement systems; PMS design; collaboration; industrial service networks; customer value; conceptual design; process modelling; network design; network performance. (search for similar items in EconPapers)
Date: 2015
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